Refund Policy

1) Scope

This refund policy applies to all orders placed with Maison Pearl, including:

• caviar sold by unit,

• curated boxes,

• beverages,

• tasting accessories.

2) No right of withdrawal

In accordance with applicable legislation on the sale of perishable food products, the right of withdrawal does not apply to products offered by Maison Pearl.

Any order that has been confirmed, prepared or delivered cannot be cancelled or refunded, except in the cases expressly provided for below.

 

3) Cases that may give rise to a refund or replacement

A refund or replacement may be considered solely in the following situations:

• proven error in the order attributable to Maison Pearl (incorrect product, wrong format),

• product delivered with a manifest defect upon receipt,

• product not in conformity with the original order.

In these cases, the client must contact Maison Pearl within a maximum of 48 hours following receipt or collection of the order.

 

4) Claims procedure

Any claim must be submitted by email to: info@maison-pearl.be, specifying:

• the order number,

• the nature of the problem encountered,

• any information or evidence to support the claim.

Maison Pearl reserves the right to request additional information in order to assess the claim.

 

5) Products not eligible for refund

No refund can be granted in the following cases:

• change of mind by the client after order confirmation,

• improper storage of the product after handover to the client,

• absence of the client at the agreed delivery time,

• deterioration of the product due to inappropriate handling or storage,

• failure to comply with storage recommendations.

6) Refund terms

When a refund is accepted:

• it is processed via the same payment method used for the original order,

• it is issued within a reasonable timeframe after validation of the claim,

• delivery charges are non-refundable, except in the case of an error attributable to Maison Pearl.

Maison Pearl also reserves the right to offer a product replacement rather than a refund, where appropriate.

 

7) Special orders and pre-orders

Products ordered bespoke, on pre-order or in non-standard formats are neither refundable nor exchangeable, except in the case of an error attributable to Maison Pearl.

 

8) Liability

Once the order has been handed over to the client, Maison Pearl cannot be held liable for product deterioration resulting from an external cause or failure to comply with storage guidelines.

 

9) Contact

For any questions regarding this refund policy:

Maison Pearl
Email: info@maison-pearl.be

Last updated: December 2025

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