Last updated: 04/10/2026
This policy applies to Maison Fondé orders delivered to France, Belgium, Luxembourg, Germany, Austria, Italy, the Netherlands, Spain, Poland, Switzerland, the United Kingdom, Sweden, Denmark and Finland.
1. Right of withdrawal and return period
In accordance with applicable regulations, the customer has a statutory withdrawal period where this applies to their order.
As a commercial gesture, Maison Fondé accepts return requests within 30 days of receipt of the order.
To request a return, the customer must contact our customer service by email, phone or WhatsApp to obtain the return procedure.
2. Return conditions
To be accepted as part of a standard return, any returned product must meet the following conditions:
- be returned in its original condition;
- not have been used;
- be returned with all of its original packaging and accessories;
- show no signs of wear or damage.
Any return that does not meet these conditions may be refused.
These conditions do not limit the customer's rights where a product has been received damaged, defective or not as described.
3. Return procedure
Before returning any item, the customer must contact our customer service to obtain the return instructions and address applicable to their order.
Returns can be made by post / carrier or via a drop-off point, depending on the country and the arrangements provided by our customer service.
Where return costs are covered by Maison Fondé, in particular in the case of a damaged, defective or non-conforming product, a return label may be provided to the customer where necessary.
In other cases, the customer arranges and pays for the return shipment according to the instructions provided by our customer service.
No return should be made without first contacting Maison Fondé.
4. Return costs
In the event of a change of mind or a return not resulting from a product defect, return costs are the customer's responsibility, including where the return request is made within the 30-day period following receipt of the order.
The customer arranges and pays for the return shipment according to the instructions provided by our customer service.
Where a product is received damaged, defective or not as described and a return is required, return costs are covered by Maison Fondé.
No restocking fee is applied.
5. Damaged, defective or non-conforming product
If a product is received damaged, defective or not as described, the customer must contact our customer service, providing their order number and, where necessary, photographs showing the issue.
Depending on the situation, Maison Fondé may offer an appropriate solution, in particular:
- a replacement at no additional cost;
- compensation appropriate to the issue found;
- or a return covered by Maison Fondé followed by a refund.
6. Refund
Once the returned product has been received and inspected, the refund is issued to the original payment method used when placing the order, within 24 to 48 hours of the return being approved.
The time required for the refund to actually appear on the customer's account then depends on their bank or payment provider.
Where the right of withdrawal is exercised, the initial standard delivery costs are refunded in accordance with applicable regulations.
Any additional costs linked to choosing a more expensive delivery method, in particular the Express option, are not refunded beyond the cost of standard delivery.
7. Non-returnable products
As part of a standard return, products returned incomplete, damaged due to the customer, or that have been used cannot be refunded.
This provision does not limit the customer's rights regarding a product received damaged, defective or not as described.
8. Warranty
Hestia products come with a two (2) year commercial warranty, burner included, covering manufacturing defects under normal conditions of use.
This warranty applies without prejudice to applicable statutory guarantees.
Wear parts remain available for purchase to extend the product's lifespan.
9. Customer service contact
For any questions relating to a return or refund:
Email: contact@maisonfonde.com
Phone / WhatsApp: +33 7 56 83 80 89
For customers located outside of France, we recommend contacting our customer service via WhatsApp. Our team responds in both French and English.
