Return, Refund & Cancellation Policy

1. Your Right to Cancel (Withdrawal)

If you are a consumer ordering from within the European Union, you generally have the right to cancel your order within 14 days of receiving your goods, without giving a reason, under EU consumer-protection law.

To cancel, simply contact us at contact@maisontulsi.com within this period, quoting your order number.

2. Exception for Opened Food Products

Because our teas and infusions are food products, this right of withdrawal does not apply once a product has been unsealed or opened, for hygiene and food-safety reasons — a standard exemption under EU and French consumer law for sealed goods that are not suitable for return once unsealed.

Unopened products, in their original and undamaged packaging, can still be returned within the 14-day period above.

3. How to Return a Product

Please contact us first at contact@maisontulsi.com so we can confirm your return and provide instructions — don't send items back before contacting us. You are responsible for return shipping costs unless the return is due to our error (for example, a wrong or faulty item); we recommend using a tracked shipping method.

4. Refunds

Once we receive and inspect your returned item, we process your refund to your original payment method, generally within 14 days. If only part of your order is eligible for return, we refund the corresponding amount; original shipping costs are refunded only when the whole order is returned, or when the return is due to our error.

5. Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty, or different from what you ordered, contact us at contact@maisontulsi.com within a reasonable time — ideally with photos of the item and packaging — and we will arrange a replacement, refund, or other appropriate remedy at no cost to you.

6. Cancelling Before Dispatch

If you want to cancel an order that hasn't shipped yet, contact us as soon as possible — if we haven't processed or shipped it yet, we'll cancel it and issue a full refund.