Refund policy

Return & Refund Policy

At Maxime & Sophie Québec, your satisfaction is important to us. We want you to feel confident when shopping with us. If you're not completely satisfied with your purchase, we're here to help.

Please read our return and refund policy carefully before placing an order.

30-Day Return Policy

We offer a 30-day return period from the date you receive your order.

If you are not satisfied with your purchase, you may request a return within 30 days of delivery.

After this period, we may no longer be able to accept standard returns or exchanges, except where required by applicable consumer protection laws.

Return Conditions

To qualify for a standard return, your item must be:

Unused and unworn
In its original condition
Returned with its original packaging and tags, where applicable
Free from damage caused by improper use or handling

We reserve the right to inspect returned items before approving a refund.

Non-Returnable Items

For hygiene and safety reasons, certain products cannot be returned once opened or used, including:

Underwear
Lingerie
Sealed hygiene-sensitive products that have been opened

These restrictions do not affect your rights under applicable consumer protection laws.

How to Request a Return

To initiate a return, please contact our customer support team at:

Email: info@maximesophie.com

Please include:

Your order number
Your full name
The reason for your return
Photos of the product if it is damaged or defective

Our team will review your request and provide the necessary return instructions.

Please do not send your return without contacting us first, as this may cause delays in processing your refund.

Return Shipping Costs

Please note that our return processing facility is located in Asia.

For standard returns based on personal preference, such as ordering the wrong size, changing your mind, or no longer wanting the item:

Return shipping costs are the customer's responsibility.
International return shipping costs typically start at $25 CAD, depending on the courier, package weight, and destination.
We strongly recommend using a trackable shipping service.
We cannot guarantee reimbursement for return packages lost in transit.

Our customer support team will provide the appropriate return address and instructions once your return request has been reviewed.

Where applicable law requires us to cover return shipping costs, we will do so.

Refund Process

Once your returned item has arrived at our facility, our team will inspect it to ensure that it meets the return conditions.

You will receive an email confirming whether your refund has been approved.

If approved, your refund will be issued to your original payment method, generally within 30 days of receiving and inspecting your return, unless a shorter period is required by law.

Please note that your bank or payment provider may require additional processing time before the funds appear in your account.

Delayed or Missing Refunds

If you haven't received your refund after the applicable processing period, please:

Check your bank account or credit card statement.
Contact your bank or payment provider, as processing times may vary.
If you still haven't received your refund, contact our customer support team.

We will gladly assist you in checking the status of your refund.

Damaged, Defective, or Incorrect Items

At Maxime & Sophie Québec, we carefully coordinate the fulfillment of every order. However, we understand that mistakes can occasionally happen.

If you receive a damaged, defective, or incorrect item, please contact us with your order number and clear photos of the issue.

For eligible claims, we will arrange a replacement at no additional cost.

If the same issue occurs again with the replacement, we will offer a full refund.

Nothing in this policy limits your legal rights to a repair, replacement, refund, or other remedy under applicable consumer protection laws.

Order Cancellation

We understand that you may need to cancel your order shortly after placing it.

If you wish to cancel, please contact us within 12 hours of placing your order.

After this period, your order may have already entered our automated processing and fulfillment system, meaning cancellation cannot be guaranteed.

If your order has already been processed or shipped, you may request a return after delivery in accordance with this policy.

This does not affect any statutory cancellation rights that may apply to your purchase.

Customer Support

If you have any questions about returns, refunds, or exchanges, our customer support team is happy to assist you.