Refund policy

Return and Refund Policy

Maison Omero
Last updated: December 1, 2025

1. Scope

This Return and Refund Policy applies to all purchases made on the Maison Omero website, regardless of the country of delivery, subject to the mandatory legal provisions applicable in the consumer’s country of residence, including Canada (notably Québec) and the European Union.

2. Products eligible for return

2.1 Accepted returns

Returns are accepted exclusively for sterling silver (925) jewelry, within fourteen (14) calendar days from the date of receipt of the order.

2.2 Strict eligibility conditions

To be eligible for a return, the product must strictly meet all of the following conditions:

  • Be new, unworn, and unused

  • Show no signs of wear, scratches, impact, oxidation, or alteration

  • Be returned in its original packaging

  • Be accompanied by its original box and invoice

  • Be returned in a condition suitable for resale

Any item that does not strictly comply with these conditions will be refused and will not be refunded.

3. Items excluded from any return or refund

In accordance with jewelry industry practices, statutory exceptions, and pre-contractual information obligations:

No return, exchange, or refund will be accepted for the following items:

  • Gold jewelry (18 karats)

  • Platinum jewelry

  • Custom-made or personalized products created at the customer’s request

These sales are considered final, firm, and non-refundable.

4. Return procedure

Before sending any return, the customer must imperatively submit a return request by email.

Once the request has been approved, return instructions will be provided.

⚠️ Any product returned without prior authorization will be automatically refused.

5. Return shipping costs and responsibility

  • Return shipping costs are entirely borne by the customer

  • The customer assumes full responsibility for the parcel until it is received by Maison Omero

  • Maison Omero declines all responsibility for loss, theft, or damage occurring during return transport

The use of a shipping service with tracking and insurance is strongly recommended.

6. Defective, damaged, or incorrect items

The customer is required to inspect their order upon receipt.

In the event of a defective, damaged, or incorrect product, the customer must contact Maison Omero as soon as possible.

Maison Omero reserves the right to request photographic evidence before any claim is processed.

7. Exchanges

Maison Omero does not offer direct exchanges.

When a return is accepted (sterling silver jewelry only), the customer may place a new, separate order.

8. Right of withdrawal – European Union

In accordance with Directive 2011/83/EU:

  • Customers located in the European Union have a statutory withdrawal period of fourteen (14) days

  • This right applies only to sterling silver (925) jewelry

Excluded from the right of withdrawal are:

  • Personalized or custom-made products

  • Gold jewelry

  • Platinum jewelry

The material return conditions remain strictly identical to those set out in Section 2.

9. Consumer protection – Québec (OPC)

In accordance with Québec’s Consumer Protection Act, Maison Omero provides customers with clear, readable, and accessible information regarding sales, return, and refund conditions prior to the completion of the transaction.

Exclusions from returns and refunds, including in particular:

  • Personalized or custom-made products

  • Gold or platinum jewelry

  • Worn or used items

are permitted by law provided that they are clearly disclosed to the consumer prior to purchase.

By confirming an order, the customer acknowledges having read and accepted this policy without reservation.

Maison Omero grants no rights beyond those expressly provided by law and set out in this policy.

Canada (excluding Québec)

In other Canadian provinces and territories, these return and refund conditions form an essential part of the contract between the customer and Maison Omero. The exclusions and limitations on returns are valid provided they were clearly disclosed to the customer prior to purchase.

10. Refunds

Upon receipt and inspection of the returned item:

  • The customer will be notified by email of the approval or rejection of the refund

  • If approved, the refund will be issued to the original payment method within a maximum of ten (10) business days

  • Banking processing times may vary depending on the financial institution

If more than fifteen (15) business days have passed since approval without receipt of the refund, the customer is invited to contact us.

11. Contact

For any questions regarding returns, refunds, or this policy, please contact us.