Returns & Refund Policy

Last updated: June 16, 2026

The website maisonbrassel.com and the Maison Brassel brand are operated by Creato, a sole proprietorship headquartered at 16 Rue de la Montagne, 44100 Nantes, France (SIRET: 98204874600019, registration: 982 048 746 RCS Nantes, EU VAT number: FR73982048746).

This Returns & Refund Policy applies to all orders placed on maisonbrassel.com by consumers as defined under the preliminary articles of the French Consumer Code. It supplements the General Terms and Conditions of Sale of the website.

If you have any questions about a return or refund, you can reach us:

• By email: contact@maisonbrassel.com
• By phone: +33 7 80 93 63 60

1. Order cancellation within 24 hours

1.1. General principle

You may cancel or modify your order at no charge within twenty-four (24) hours of placing it, provided the order has not already been prepared or shipped. To do so, simply contact our customer service team by email at contact@maisonbrassel.com, quoting your order number.

1.2. After the 24-hour window

Once the twenty-four (24) hour window has passed, the order enters preparation and can no longer be canceled before shipment. You still retain your statutory right of withdrawal for fourteen (14) days after receiving the product (see Section 2 below) as well as the option for an extended commercial return within thirty (30) days (see Section 3 below).

1.3. Refund upon cancellation

If you cancel within the twenty-four (24) hour window, you will receive a full refund, including shipping costs, within a maximum of fourteen (14) days, using the same payment method you used for the order.

2. Statutory right of withdrawal (14 days)

2.1. General principle

In accordance with Articles L221-18 et seq. of the French Consumer Code, you have fourteen (14) calendar days to exercise your right of withdrawal, without needing to provide a reason and without incurring any penalties.

2.2. When the withdrawal period begins

The withdrawal period begins on the day you, or a third party designated by you (other than the carrier), receive the product (Article L221-18 of the French Consumer Code).

If your order includes multiple products delivered separately, the period begins on the date you receive the last product.

2.3. How to exercise your right of withdrawal

To exercise your right of withdrawal, you must notify us of your decision by means of a clear, unambiguous statement before the fourteen-day period expires. You may:

• Use the standard withdrawal form provided at the end of this document (Section 10).
• Send any other statement that clearly expresses your intent to withdraw.

This notification must be sent by email to contact@maisonbrassel.com or by mail to: Creato, 16 Rue de la Montagne, 44100 Nantes, France.

The burden of proof for exercising the right of withdrawal rests with you (Article L221-22 of the French Consumer Code).

2.4. Returning products within 14 days

In accordance with Article L221-23 of the French Consumer Code, you must return the product(s) no later than fourteen (14) days after notifying us of your decision to withdraw, unless we have offered to collect the item ourselves.

3. Complimentary commercial returns (30 days)

In addition to the statutory right of withdrawal, Maison Brassel offers you, as a courtesy, the option to return your products within an extended period of thirty (30) calendar days from the date you receive your order.

This extended period is subject to the same conditions described in Section 4 below. It represents a voluntary commercial commitment by Creato, which supplements your statutory rights as a consumer and never replaces them.

4. Return conditions

To be accepted, any return (whether under the statutory right of withdrawal or the extended commercial period) must meet the following conditions:

• The product must be new, unworn, and unused.
• The product must be returned in its original packaging, complete and in perfect condition (box, protective pouch, any accessories, labels).
• The product must show no signs of use, excessive handling, odor (perfume, tobacco), soiling, or damage.

In accordance with Article L221-23 of the French Consumer Code, you are liable for any diminished value of the product resulting from handling beyond what is necessary to establish its nature, characteristics, and proper functioning. If the returned product has lost value due to excessive handling, we reserve the right to reduce the refund amount proportionally.

5. Return procedure (step by step)

To make a return, please follow the steps below:

Step 1: Contact us

Send an email to contact@maisonbrassel.com including:

• Your order number.
• The product(s) you wish to return.
• The reason for the return (optional under the right of withdrawal, but helpful for improving our service).

Step 2: Confirmation and instructions

Our customer service team will confirm receipt of your request and provide you with the return address and shipping instructions.

Step 3: Preparing your package

Carefully pack the product(s) in their original packaging. Make sure to protect the package adequately to prevent any damage during transit. If possible, include a copy of your order confirmation or invoice.

Step 4: Shipping your package

Ship the package to the address provided by our customer service team. We recommend using a tracked shipping method and, if applicable, insured shipping, so you can verify the shipment and its contents.

Step 5: Processing your return

Upon receiving your package, we will inspect the condition of the returned product(s). You will be notified by email whether your return has been accepted or declined.

6. Return shipping costs

6.1. Withdrawal and voluntary commercial returns

In accordance with Article L221-23 of the French Consumer Code, return shipping costs are your responsibility, unless otherwise communicated by our customer service team.

6.2. Defective product or shipping error

If a product is defective, non-conforming, or if the error is attributable to Maison Brassel (wrong item, missing item), return shipping costs are fully covered by Creato. Please contact our customer service team before sending any return so we can provide you with the appropriate return instructions.

7. Refund timeline and method

7.1. Refund timeline

In accordance with Article L221-24 of the French Consumer Code, in the event of withdrawal, we will process your refund within a maximum of fourteen (14) days from the date we are informed of your decision to withdraw.

We may, however, defer the refund until we have received the returned product(s) or until you have provided proof of shipment, whichever comes first.

For returns made under the extended 30-day commercial period (beyond the statutory 14-day period), the refund will be processed within fourteen (14) days from the date our team receives the returned product.

7.2. Refund method

Refunds are issued using the same payment method you used for your order (credit card, Apple Pay, PayPal, Klarna, Bancontact, or installment payment via the payment provider), unless you expressly agree to a different method. No additional fees will be charged to you as a result of the refund.

7.3. Refund amount

The refund covers the full amount paid, including the original shipping costs (corresponding to standard shipping). If you chose a more expensive shipping method than the standard option (for example, express shipping at 9.99 EUR), the difference between the express rate and the standard shipping rate will not be refunded, in accordance with Article L221-24 of the French Consumer Code.

8. Products excluded from the right of withdrawal

In accordance with Article L221-28 of the French Consumer Code, the right of withdrawal does not apply to the following products:

• Products made to the consumer's specifications or clearly personalized.
• Products that have been unsealed after delivery and cannot be returned for hygiene or health protection reasons, where applicable.

As of the date this policy was last updated, all watch straps and accessories (cases) available in the standard catalog on maisonbrassel.com are eligible for the right of withdrawal and the extended commercial return, subject to the conditions set out in Section 4.

9. Defective products, non-conforming products, or shipping errors

9.1. Statutory warranty of conformity

In accordance with Articles L217-3 et seq. of the French Consumer Code, you benefit from the statutory warranty of conformity for a period of two (2) years from the date of delivery.

Under this warranty:

• You are not required to prove the existence of the defect during the twenty-four (24) months following delivery (Article L217-7 of the French Consumer Code).
• You may choose between repair and replacement of the product, subject to the cost conditions set out in Article L217-12 of the French Consumer Code.
• You will not be required to make any payment in connection with the enforcement of this warranty.
• If repair or replacement is not possible, or if the remedy is not provided within a reasonable time, you may obtain a price reduction or terminate the contract, under the conditions set out in Articles L217-14 et seq. of the French Consumer Code.

9.2. Statutory warranty against hidden defects

In accordance with Articles 1641 et seq. of the French Civil Code, you benefit from the warranty against hidden defects. If the product has a hidden defect that renders it unfit for its intended use, or so significantly diminishes its use that you would not have purchased it or would have paid a lower price had you been aware of the defect, you may:

• Return the product and receive a full refund (redhibitory action).
• Keep the product and receive a partial refund (estimatory action).

Any claim under the warranty against hidden defects must be brought within two (2) years from the discovery of the defect (Article 1648 of the French Civil Code).

9.3. Shipping errors

If you receive a product different from the one you ordered or if an item is missing, please contact our customer service team as soon as possible at contact@maisonbrassel.com, attaching a photo of the product you received along with your order number. We will then arrange, at your choice, to send the correct product or issue a full refund, including return shipping costs.

9.4. Maison Brassel commercial warranty

In addition to the statutory warranties described in Sections 9.1 and 9.2, all Maison Brassel products come with a twenty-four (24) month commercial warranty from the date of purchase. This commercial warranty covers manufacturing and material defects under normal conditions of use. It supplements the statutory warranty of conformity (Articles L217-3 et seq. of the French Consumer Code) and the warranty against hidden defects (Articles 1641 et seq. of the French Civil Code) and may never replace or limit their scope. To make a claim under this warranty, please contact our customer service team at contact@maisonbrassel.com, attaching your proof of purchase.

10. Standard withdrawal form

(In accordance with the annex to Article L221-5 of the French Consumer Code)

Please complete and return this form only if you wish to withdraw from the contract.

To:
Creato (Maison Brassel)
16 Rue de la Montagne, 44100 Nantes, France
Email: contact@maisonbrassel.com

I hereby notify you of my withdrawal from the contract for the sale of the following product(s):

• Product reference(s) and description(s): _______________
• Order number: _______________
• Order date: _______________
• Date received: _______________

Consumer's name: _______________

Consumer's address: _______________

Date: _______________

Consumer's signature (only if this form is submitted on paper): _______________

11. Non-affiliation

Creato, publisher of the website maisonbrassel.com and operator of the Maison Brassel brand, is not affiliated with, partnered with, or sponsored by any of the watch brands whose names may appear on the website (including Rolex, Audemars Piguet, Patek Philippe, Cartier, Jaeger-LeCoultre, Omega, Swatch). These brands are mentioned solely to indicate the compatibility of the straps offered for sale. All trademarks cited belong to their respective owners.

12. Updates

This Returns & Refund Policy may be updated at any time. The version that applies is the one in effect on the date of your order. We encourage you to check this page regularly.

Last updated: June 16, 2026.