Returns & refund policy

Every Maison Yusif fragrance is crafted and packed with care. If something is wrong with your order, we are here to help. Please read the following terms carefully before purchasing.

1. Shipping & complimentary delivery

All online orders are dispatched from Ghana.

Delivery estimates are shown at checkout. Customs processing, carrier delays, weather conditions, local delivery procedures and other circumstances outside our reasonable control may affect arrival times.

Complimentary shipping does not include import duties, customs fees or taxes unless expressly stated otherwise at checkout. Customers are responsible for any applicable import charges associated with their orders unless otherwise stated.

2. Reporting a problem

Please inspect your order upon delivery. If an item arrives damaged, leaking, faulty, incorrect or incomplete, contact us within 48 hours of receiving it so we can investigate promptly.

When reporting an issue, please provide:

• Your order number and contact details.
• A clear description of the concern.
• Clear photographs or videos of the affected product.
• Photographs of the original packaging and shipping label, where relevant.

Please keep the product and all original packaging while we review your request. This includes the presentation box, shipping carton, labels and any other relevant components.

If you discover a problem with your fragrance, stop using the product until the matter has been reviewed.

The 48-hour window is for reporting delivery-related issues, not for physically returning the package within 48 hours.

This reporting period does not remove or restrict any rights you may have under applicable consumer law, including rights relating to faults discovered later.

3. Damaged, defective, incorrect or incomplete orders

If Maison Yusif confirms that your order arrived damaged, defective, incorrect or incomplete, we will provide an appropriate resolution.

Depending on the circumstances, this may include:

• A replacement of the affected product.
• A full or partial refund, as appropriate.
• Replacement of a missing item or component.
• Another appropriate solution agreed with you.

Where we confirm that an item arrived damaged, defective or incorrect, Maison Yusif will arrange or cover the necessary return shipping if a return is required.

Please do not dispose of a damaged, defective, leaking or incorrect product unless instructed to do so by Maison Yusif.

4. Opened, used or customer-damaged products

Except where applicable consumer law requires otherwise, we do not accept change-of-mind returns or issue refunds for opened, used, altered or customer-damaged fragrances.

This includes products where:

• The perfume's presentation box has been opened or its original seal has been broken.
• The fragrance has been sprayed, tested, worn, used, decanted, diluted, transferred or otherwise altered.
• The bottle, cap, atomiser, label, presentation box or other original components have been damaged by the customer.
• Original packaging, labels, accessories, documentation, complimentary gifts, promotional items or other components are missing.
• The product has been damaged after delivery through mishandling, accidental breakage, improper storage or misuse.

Opening the outer shipping carton solely to inspect your delivery does not, by itself, make your order ineligible for consideration.

Damage caused after delivery through mishandling, accidental breakage, improper storage or misuse is not considered a product defect under this policy.

These restrictions do not prevent a valid claim where a product arrived damaged, faulty, incorrect or otherwise fails to meet applicable consumer-law requirements.

Opening the packaging where reasonably necessary to discover an existing defect or delivery problem will not automatically invalidate such a claim.

5. Personal scent preference

Fragrance is personal. A scent may smell or perform differently depending on individual preferences, skin chemistry and other factors.

Disliking a fragrance, changing your mind after testing it or finding that it performs differently from your personal expectations does not qualify an opened or used fragrance for a refund or exchange, except where required by applicable law.

This includes dissatisfaction with the fragrance's scent, projection, longevity, intensity or performance based solely on personal preference.

This restriction does not limit claims where a product is defective, damaged, incorrectly supplied or materially different from its description.

We encourage customers who are unfamiliar with a fragrance to explore our available samples, discovery options or in-store testing opportunities before purchasing a full bottle.

6. Unopened return requests

If you wish to request a return of an unopened and unused fragrance, please contact Maison Yusif within 48 hours of delivery.

To qualify under our voluntary return policy, the product must:

• Be completely unopened and unused.
• Have all original seals intact.
• Remain in its original presentation box and packaging.
• Have no markings, damage or signs of use.
• Include all original labels, accessories, documentation, complimentary gifts, promotional items and other components supplied with the order.

You must also provide your order number or another acceptable proof of purchase.

All voluntary return requests are assessed individually and require written approval from Maison Yusif before the product is returned.

Submitting a return request does not automatically guarantee approval or a refund.

Any statutory cancellation or return rights apply independently of this voluntary approval process.

7. Return approval & shipping

Please contact Maison Yusif and obtain return approval before sending any product back to us.

Once your return has been approved, we will provide:

• The correct return address.
• Return shipping instructions.
• Any applicable return reference information.
• The applicable return deadline.

For an approved change-of-mind return, the customer is responsible for return shipping costs unless we agree otherwise or applicable law requires otherwise.

Maison Yusif does not automatically provide complimentary return shipping labels for change-of-mind returns.

Where we confirm that an item arrived damaged, defective or incorrect, we will arrange or cover the necessary return shipping if a physical return is required.

All authorised returns must be packaged securely to prevent damage during transportation. We recommend using a trackable shipping service and retaining proof of dispatch until your return has been resolved.

For international returns, please follow the return instructions provided by Maison Yusif before shipping the product across borders or through customs.

Sending an item back without prior authorisation does not automatically entitle you to a refund. This does not restrict any mandatory return or cancellation rights provided by applicable law.

8. Refunds & resolutions

After reviewing your concern and, where necessary, inspecting the returned item, Maison Yusif will notify you of the outcome and the appropriate resolution.

Depending on the circumstances, this may include a refund, replacement or another solution agreed with you, subject to your legal rights.

Approved refunds are issued to the original payment method used for the purchase unless another arrangement is required or agreed.

We will confirm when your refund has been processed. The time it takes for the funds to appear in your account depends on your bank, card provider, mobile money provider, payment processor or other financial institution.

Any applicable legal refund deadlines will be observed.

For approved change-of-mind returns, original delivery charges are non-refundable unless required by applicable law.

Where Maison Yusif is responsible for a damaged, defective, incorrect or incomplete order, applicable delivery charges will be addressed as part of the resolution.

Where legally permitted and appropriate, a partial refund may be considered if an authorised return is received in a condition different from that in which it was originally supplied.

This does not apply where the deterioration or damage resulted from a fault for which Maison Yusif is responsible.

9. Late or missing refunds

If Maison Yusif has confirmed that your refund has been processed but you have not yet received it, please follow these steps:

1. Recheck the bank account, card account, mobile money wallet or other payment account used for the purchase.
2. Contact your card issuer or payment provider, as refunds may require additional processing time.
3. Contact your bank or financial institution to confirm whether the refund is pending.
4. Contact Maison Yusif if you have completed these steps and the refund still cannot be located.

We will provide any available refund or transaction information that may assist you.

10. Delayed or missing orders

If your package has not arrived within the estimated delivery period, please contact us so we can investigate with the carrier.

Delivery estimates may be affected by customs clearance, courier delays, weather conditions, local delivery operations, public holidays or other circumstances outside our reasonable control.

The 48-hour delivery-issue reporting period begins when you receive your package, not when Maison Yusif dispatches it.

If tracking indicates that a package has been delivered but you have not received it, please contact us promptly so we can assist with an investigation.

11. International orders & customs

International shipments may be subject to customs inspections, import regulations, duties, taxes and local procedures in the destination country.

Maison Yusif can provide estimated delivery information but cannot guarantee customs clearance times.

Customers should not return an international shipment without first contacting Maison Yusif and receiving return instructions.

Where a return is permitted, customs documentation, import procedures, duties, taxes or additional shipping requirements may apply.

Nothing in this section removes or restricts any mandatory consumer rights available under applicable law.

12. Customer care

If you experience a problem with your order, please give us the opportunity to understand your concern and help resolve it.

You can contact Maison Yusif through the Contact page on our website or by email at shop@maisonyusif.com.

We aim to respond to customer-care enquiries within 24 hours.

When contacting us about an order, please include your order number and a description of your concern so we can assist you as efficiently as possible.

Contacting Maison Yusif does not affect your rights through your bank, card issuer, payment provider or applicable consumer law.

13. Purchases from other retailers

This policy applies to purchases made directly through the official Maison Yusif website.

If you purchased a Maison Yusif fragrance from another retailer, distributor, marketplace, boutique or authorised stockist, your return or refund request should generally be handled through the seller from whom the product was purchased, subject to your applicable legal rights.

14. Your consumer rights

Nothing in this Shipping, Returns & Refund Policy excludes, waives, limits or restricts any mandatory consumer rights available under applicable law.

Where applicable law provides a different cancellation period, return period, refund deadline, remedy, warranty or other consumer protection, those legal requirements take precedence over this policy.

Thank you for choosing Maison Yusif Fragrance.