Terms & Conditions

Last updated: April 2026

www.maisonh.com (the “Site”) is published by SETTERTREND S.L., trading as Maison Hotel, Calle Fernández de la Hoz 56, 28010 Madrid, Spain. VAT: ESB86530789. Registro Mercantil de Madrid — Tomo 30195, Folio 111, Sección 8, Hoja M-543507.

These General Terms and Conditions of Sale (“GTCS”) apply to any purchase of products (the “Items”) made through the Site by a consumer customer (the “Customer”). By placing an order, the Customer accepts these GTCS in full.

Maison Hotel reserves the right to update these GTCS at any time. The version applicable to any order is the one published on the Site at the time the order is placed.

The Site is reserved exclusively for retail purchases by private consumers for personal use. Resellers, professional buyers, and commercial entities may not use the Site to purchase Items. Maison Hotel reserves the right to refuse or cancel orders placed in quantities inconsistent with normal consumer behaviour.

Maison Hotel may close a customer account and refuse future sales in the event of non-payment of a previous order or material breach of these GTCS. The Customer will be notified by email.

Items are available for purchase while displayed on the Site. Maison Hotel takes care to present products accurately, including descriptions, materials, and sizing. In the event of an error in product information, Maison Hotel will notify the Customer and offer the option to confirm or cancel the order.

If an Item becomes unavailable after an order is placed, the Customer will be informed by email and the order will be partially or fully cancelled, with a full refund of any amount paid.

To place an order, the Customer selects Items, chooses size and quantity, selects a delivery method, and proceeds to payment. An order summary is displayed before confirmation, showing Item prices, delivery method, and total cost including taxes and shipping.

By clicking “Place your order” (or equivalent), the Customer confirms the order and accepts these GTCS. An order confirmation email is sent upon receipt of payment.

Orders cannot be modified after confirmation, without prejudice to the right of withdrawal set out in Section 6.

All product prices include all applicable taxes (including VAT where applicable). Prices are set per market and displayed in the currency assigned to that market, which may not always match the customer's local currency. The following currencies apply: EUR (Spain, France, Germany, and all European and International markets), USD (United States, Canada, Colombia, Chile, and Mexico), GBP (United Kingdom), AUD (Australia), NOK (Norway), CHF (Switzerland), and CNY (China).

Shipping costs are shown separately — not included in the product price — and are displayed before the order is confirmed. The available shipping methods and their costs are listed under the Delivery section. The Customer selects the preferred shipping method when placing the Order.

The total price of the Order — including all applicable taxes and shipping costs — is displayed in the shopping cart and in the Order summary before payment. This is the final amount charged. Maison Hotel operates on a Delivered Duties Paid (DDP) basis across all markets: no additional customs duties, import taxes, or local charges will be applied at the point of delivery, regardless of the destination country.

Where a price reduction is displayed, the reference price shown is the lowest price at which the item was offered in the previous 30 days, in accordance with Directive 2019/2161 (Omnibus Directive).

Payment is processed via Shopify Payments, PayPal, Google Pay, Apple Pay, and Shop. By providing payment details, the Customer authorises the charge of the total order amount. Maison Hotel does not store card data — payments are processed securely by Shopify.

Maison Hotel reserves the right to modify prices at any time. Items are billed at the price applicable at the time the order is placed.

Delivery dates given on the Site are approximate and correspond to average processing and delivery times. Maison Hotel cannot be held liable for delays caused by carriers or events outside its control.

Orders in stock are typically processed within 24–48 hours from the moment the order is placed. Orders placed over the weekend are processed on the following Monday.

Standard delivery times from dispatch (Monday to Friday, excluding public holidays) are as follows: Spain (mainland) 2–3 business days via UPS Express; Spain (Balearic & Canary Islands), Europe, US and Australia 2–3 business days via UPS Express; and the rest of the world 3–6 business days via UPS Express.

In any case, Maison Hotel will deliver within a maximum of 14 working days for EU deliveries and 20 working days for international deliveries. If the maximum delivery time is exceeded for reasons attributable to Maison Hotel, the Customer may cancel the order and receive a full refund within 14 days.

Shipping is free of charge for orders delivered to Europe, the United States, Canada, Mexico, Chile, Colombia, and Australia. For all other markets, a flat-rate shipping cost applies: €9.95 for Israel, Japan, and Singapore, and €19.95 for all remaining destinations.

If an order contains one or more items on pre-order, the Customer may choose between two shipping options at checkout: Single Shipment, where all items are shipped together once the pre-order items are in stock, or Split Shipment, where in-stock items are shipped immediately followed by a second shipment once the pre-order items are ready. A single shipping charge applies in both cases — no additional fee is applied for the second shipment.

Delivery is made to the address specified by the Customer. The Customer is responsible for providing accurate and complete delivery information. Maison Hotel is not responsible for failed deliveries caused by inaccurate address details.

 

In accordance with EU Directive 2011/83/EU and Spanish Royal Decree-Law 1/2007 (LGDCU), the Customer has the right to withdraw from the purchase within 14 days of receiving the order, without giving any reason.

To exercise this right, the Customer must notify Maison Hotel via the Returns section of the Site, processed through our returns partner REVER (https://returns.itsrever.com/maisonhotel). The statutory withdrawal form for orders not yet received is available on request by contacting info@maisonh.com.

Items must be returned within 14 days of the withdrawal notification, in their original condition — unworn, unwashed, with all original packaging and tags intact.

The refund will be processed according to the following circumstances. If the order is cancelled before it has been dispatched from the warehouse, the Customer will receive a full refund of the total amount paid. If the order is cancelled or rejected while in transit and before delivery has been attempted, the Customer will receive a refund of the total amount paid minus the outbound shipping costs already incurred. If the Customer has received the order and wishes to return it, the return shipping cost will be shown at the time of submitting the return request through REVER and will be deducted from the refund amount. In the case of an exchange requiring an additional payment, the difference will be charged directly through the REVER platform.

All refunds will be processed within 14 days of being notified of the return, or upon receipt of the returned items or proof of shipment, whichever comes first.

If the item received is incorrect or defective, all return shipping costs are borne by Maison Hotel, regardless of the delivery country.

All returns, whether from within or outside the European Union, must be processed through REVER (https://returns.itsrever.com/maisonhotel) to ensure correct handling and customs documentation. Maison Hotel cannot process refunds for parcels held in customs due to incorrect or incomplete returns documentation.

If a delivery attempt is unsuccessful because the Customer is not available at the delivery address, the package will be handled as follows. For deliveries via UPS, the package will be redirected to the nearest UPS collection point, where it will be held for 5 to 7 business days. The Customer will be notified by UPS with collection details. For deliveries via Correos Express (Spain mainland), a second delivery attempt will be made on the following business day.

If the Customer is unable to collect the package within the available timeframe, they must contact the carrier directly to arrange an alternative delivery or collection. The carrier's terms and conditions regarding uncollected parcels will apply.

Maison Hotel is not responsible for failed or delayed deliveries resulting from the Customer's absence, failure to collect the package, or provision of incorrect delivery information.

In addition to the right of withdrawal, and in accordance with EU Directive 2019/771 and applicable Spanish consumer law, all Items sold on the Site are covered by a legal guarantee of conformity of 2 years from the date of delivery.

If an Item is found to be defective or non-conforming within this period, the Customer has the right to:

Repair or replacement of the Item (at Maison Hotel’s choice), at no cost to the Customer.

A proportional price reduction, or full refund, if repair or replacement is not possible or not carried out within a reasonable time.

To make a claim, contact info@maisonh.com with a description of the defect and proof of purchase. Maison Hotel will respond within 5 business days.

This guarantee does not cover damage caused by improper use, normal wear and tear, or failure to follow care instructions.

Maison Hotel’s liability in connection with any Item purchased on the Site is limited to the purchase price of that Item, except in cases of:

Death or personal injury caused by Maison Hotel’s negligence.

Fraud or fraudulent misrepresentation.

Any other case where limitation of liability is prohibited by applicable law.

 

Maison Hotel is not liable for indirect or consequential losses, including loss of income, loss of business, or loss of data.

Maison Hotel uses artificial intelligence tools, including Anthropic Claude and OpenAI ChatGPT, to support internal operations such as order data analysis and customer communications. Anthropic and Open IA act as a data processor under a Data Processing Agreement incorporating Standard Contractual Clauses (EU Commission Implementing Decision 2021/914). Anthropic and OpenAI do not use your data to train its AI models. For more information:

Anthropic (Claude):  anthropic.com/privacy

OpenAI (ChatGPT):  openai.com/policies/privacy-policy

All content on the Site — including product imagery, descriptions, brand assets, and editorial content — is the exclusive property of SETTERTREND S.L. or its licensors. Unauthorised reproduction or use is prohibited.

Items remain the property of Maison Hotel until full payment has been received. In the event of non-payment, Maison Hotel reserves the right to reclaim the Items.

Neither party will be liable for failure to perform their obligations if such failure is caused by an event of force majeure. The affected party must notify the other within 15 days. If the force majeure event continues for more than 3 months, either party may cancel the affected order without compensation.

 

These GTCS are governed by Spanish law.

Any dispute arising from the use of the Site or from a purchase made through it shall be subject to the jurisdiction of the Spanish courts, without prejudice to the mandatory consumer protection rights applicable in the Customer’s country of residence within the European Union.

In the event of a dispute, the Customer is encouraged to contact Maison Hotel first at info@maisonh.com. Please note that Maison Hotel is not affiliated with any certified consumer mediation body. However, in accordance with EU Regulation 524/2013, the Customer may use the European Commission’s Online Dispute Resolution platform: ec.europa.eu/consumers/odr. Maison Hotel’s email address for ODR purposes is: info@maisonh.com.

For any questions relating to these GTCS: info@maisonh.com

SETTERTREND S.L. · Calle Fernández de la Hoz 56, 28010 Madrid, Spain