Refund policy
RETURN AND REFUND POLICY
Last updated: October 13, 2026
The 14-day voluntary return request period applies only to orders placed after publication of this updated policy. Orders placed before publication remain subject to the 30-day voluntary return request period previously offered. Mandatory legal rights and warranties are unchanged.
This Return and Refund Policy applies to purchases made from MAISON ATLAS, through maisonatlas.ca.
Nothing in this Policy limits any mandatory consumer right or legal warranty available under the Consumer Protection Act, the Civil Code of Québec or any other applicable Canadian consumer-protection legislation.
1. VOLUNTARY 14-DAY RETURN REQUEST PERIOD
In addition to mandatory legal rights, MAISON ATLAS allows customers to request a voluntary return within 14 calendar days after receiving the product.
To request a return, contact returns@maisonatlas.ca before sending any product.
The request should include:
• The customer’s full name.
• The order number.
• The product to be returned.
• The reason for the return.
• Clear photographs when the product is damaged, defective, incomplete or incorrect.
A voluntary return is not approved until MAISON ATLAS provides written return instructions and, where applicable, a return authorization.
Products sent without voluntary-return instructions may be delayed, refused or returned to the sender where permitted by law. These instructions do not make any statutory cancellation or warranty right conditional on our approval.
2. RETURN ELIGIBILITY
To qualify for a voluntary return, the product must normally be:
• Unused, unworn and unwashed.
• In its original condition.
• Complete with its original accessories, instructions, labels and packaging.
• Free from damage, alteration, stains, odours or signs of use.
• Accompanied by the order number or other acceptable proof of purchase.
Opening packaging only to reasonably inspect a product does not automatically make the product ineligible, unless the nature of the product raises hygiene, health, safety or contamination concerns.
3. NON-RETURNABLE PRODUCTS
Subject to mandatory legal rights, the following products may not qualify for a voluntary change-of-mind return:
• Gift cards.
• Downloadable or digital products after delivery or access.
• Personalized, engraved, altered or made-to-order products.
• Perishable products.
• Products classified as hazardous materials.
• Intimate, sanitary, cosmetic, beauty or personal-care products that have been opened, used or had their protective seal removed.
• Earrings or pierced jewelry after the hygiene seal or protective packaging has been opened.
• Products damaged through misuse, improper installation, unauthorized modification, accident or failure to follow instructions.
• Final-sale products where the final-sale condition was clearly disclosed before purchase and where exclusion is permitted by law.
These exclusions do not apply to products that are defective, unsafe, damaged before delivery, incorrectly supplied, materially different from their description or otherwise covered by a mandatory legal warranty.
4. DAMAGED, DEFECTIVE, INCOMPLETE OR INCORRECT PRODUCTS
Inspect the order as soon as reasonably possible after delivery.
If a product arrives damaged, defective, incomplete or different from the product ordered, contact returns@maisonatlas.ca promptly and provide:
• The order number.
• A description of the problem.
• Photographs or video showing the product, packaging and shipping label where reasonably available.
Where the claim is valid, MAISON ATLAS will provide the remedy required by applicable law, which may include repair, replacement, price adjustment, cancellation or refund.
When MAISON ATLAS is responsible for the return, we will provide return instructions and cover reasonable authorized return-shipping costs.
A delay in reporting a problem does not remove any mandatory legal warranty or consumer right.
5. LEGAL WARRANTIES
Products purchased by Québec consumers are covered by the mandatory legal warranties provided by the Consumer Protection Act and the Civil Code of Québec.
Products must:
• Be fit for their ordinary purpose.
• Conform to their description and representations.
• Remain usable for a reasonable period considering their price, intended use and conditions of use.
• Be free from hidden defects as required by law.
No statement in this Policy excludes or limits these mandatory legal warranties.
6. CHANGE-OF-MIND RETURN SHIPPING
For an approved voluntary change-of-mind return, the customer is responsible for the return-shipping cost unless otherwise stated in writing.
Original delivery charges are generally not refundable for a voluntary change-of-mind return, except where required by law or where MAISON ATLAS agrees otherwise.
Customers should use a traceable shipping service and retain the tracking number and shipping receipt. MAISON ATLAS is not responsible for a voluntary return lost before it reaches the authorized return location, except where the law provides otherwise.
Do not send a return to the business address or to a supplier without receiving written return instructions. The correct return location may vary depending on the product and fulfilment location.
The 14-day period is the deadline for contacting us to request a voluntary return. Our instructions will state when and where to send the item. Before purchase, contact us if the return destination and likely postage cost affect your decision. A return destination outside Canada, where applicable, must be disclosed before purchase. We do not require prior discretionary approval to exercise a statutory cancellation right.
7. RETURN INSPECTION
Returned products are inspected after receipt.
We may request additional information where reasonably necessary to verify the order, the product’s condition, the reason for return or suspected fraud.
If an approved voluntary return does not satisfy the disclosed eligibility conditions, we may refuse the return or make a reasonable deduction for diminished value where permitted by law. We will explain the decision to the customer.
No deduction will be made where prohibited by law or where the product is covered by a mandatory legal remedy.
8. Refunds
We inspect a returned product promptly after receipt and explain any refusal or deduction permitted for a voluntary return. For an eligible voluntary return, we initiate the refund to the original payment method within 10 business days after receiving the return. The inspection is included within that period. Another payment method may be used only where required or lawfully agreed. Your bank or payment provider may take additional time to display the credit.
These voluntary-return arrangements do not postpone a mandatory legal deadline. When a Québec distance contract is cancelled under a statutory right of cancellation, we refund all amounts paid under the contract within 15 days after the cancellation and cover reasonable return costs as required by law. This deadline does not begin after our inspection or approval.
9. PARTIAL REFUNDS
Where permitted by law, a partial refund may apply when:
• A product is returned incomplete.
• Accessories, labels, instructions or original components are missing.
• The product has been used or damaged after delivery.
• The product’s value has been reduced because of handling beyond what was reasonably necessary to inspect it.
Partial refunds will not be used to limit a mandatory remedy for a defective, misrepresented or incorrectly supplied product.
10. EXCHANGES
The fastest way to obtain a different product is normally to request an approved return and place a new order after the return is accepted.
For a damaged, defective or incorrect product, we may offer a replacement or exchange where appropriate and permitted by law.
Availability of replacement products cannot be guaranteed.
11. Order cancellation
For a voluntary cancellation before shipment, contact orders@maisonatlas.ca as soon as possible. We will try to stop preparation, but a voluntary cancellation cannot always be accommodated once processing has started. If already shipped, the applicable return procedure applies. These operational limits never restrict a statutory cancellation right.
We do not claim a general right to cancel a concluded contract because of a pricing or stock error or product unavailability. Payment authorization failures, substantiated unauthorized payments and legal restrictions are handled in accordance with the law. If we cannot fulfil the agreed order, we will contact you to seek a lawful solution; a proposed cancellation by agreement requires your agreement. Any sums due are refunded in accordance with applicable law.
12. DISTANCE-CONTRACT RIGHTS
Québec consumers may have additional cancellation and refund rights for online or other distance contracts, including where mandatory pre-contract information was not properly disclosed, a required copy of the contract was not provided, or delivery obligations were not met.
Nothing in this Policy restricts those rights.
13. PROMOTIONAL AND DISCOUNTED PRODUCTS
A discounted or promotional product is not automatically excluded from return solely because it was sold at a reduced price.
The ordinary return conditions apply unless the product was clearly identified as final sale before purchase and the final-sale restriction is legally permitted.
Mandatory rights relating to defective, unsafe, damaged, misrepresented or incorrectly supplied products always remain available.
14. GIFTS
If a product was purchased as a gift, any approved monetary refund will normally be issued to the original payment method used by the purchaser.
Where available, we may offer store credit or another reasonable solution, subject to applicable law and verification of the original order.
15. ABUSE AND FRAUD PREVENTION
MAISON ATLAS may refuse a voluntary return or restrict an account where there is reasonable evidence of:
• Return fraud.
• Substitution of products.
• Fabricated damage.
• Repeated abusive returns.
• False statements or altered documentation.
• Unauthorized payment activity.
• Intentional damage caused after delivery.
Any decision will be made reasonably, in good faith and subject to mandatory consumer rights.
16. CHARGEBACKS AND DISPUTES
Customers should contact billing@maisonatlas.ca promptly if they do not recognize a transaction or believe a refund is missing.
Nothing in this Policy prevents a customer from exercising a lawful right to dispute a transaction. Knowingly submitting a false or fraudulent chargeback may result in account restrictions or other remedies permitted by law.
17. Contact information
MAISON ATLAS
Operated by ABDELMAJID EL MAHDAOUI, a sole proprietor.
3285 boul. du Souvenir
Laval, Québec H7V 3R3
Canada
General inquiries: hello@maisonatlas.ca
Customer support: support@maisonatlas.ca
Orders, changes and cancellations: orders@maisonatlas.ca
Returns and refunds: returns@maisonatlas.ca
Shipping and delivery: shipping@maisonatlas.ca
Billing and payments: billing@maisonatlas.ca
Legal matters and privacy: legal@maisonatlas.ca
SMS and WhatsApp only: +1 438 773-7024. No voice-call support.
Written customer service: Monday to Friday, 9:00 a.m. to 5:00 p.m., Eastern Time. Messages may be sent at any time.