Returns & Refunds | Maison Kojira

At Maison Kojira, every creation is made with precision and care. If a product arrives damaged, defective, incorrect, or not as described, please contact us and we’ll work to resolve it promptly.

1. Order Changes & Cancellations

Physical product orders may be changed or cancelled free of charge at any time before dispatch.

Once an order has been dispatched, it can no longer be cancelled. Eligible products may still be returned under the conditions below.

Gift Cards are subject to the separate cancellation and refund rules set out in Section 3.

2. Non-Perishable Products

Our current physical food products sold online are gourmet salts.

Change-of-mind returns

If you change your mind, a product may be returned within 14 days of delivery provided that the product is unopened, unused, and in its original packaging.

Customers are responsible for return shipping costs for change-of-mind returns.

Quality or fulfilment issues

If a product is defective, contaminated, contains foreign material, is incorrect, or is not as described, please contact us as soon as possible.

If a quality issue is discovered after opening, please contact us within 48 hours of discovering the issue with clear explanatory photos or video and, where available, the batch number.

Return shipping is covered by Maison Kojira where we accept that there is a quality or fulfilment issue. Where appropriate, you may choose a replacement, store credit, or refund. Refunds are returned to the original payment method and processed promptly. The time required for the funds to appear may vary depending on the payment provider, card issuer, or bank.

The reporting timeframes above do not limit any rights available under applicable consumer protection law.

3. Gift Cards & Gift Vouchers

Maison Kojira Gift Cards are not covered by our food-product return policy.

Except where required by applicable law, Gift Card purchases cannot be cancelled, refunded, returned, or exchanged for cash once the Gift Card has been issued.

If a Gift Card has been issued incorrectly, does not function as described, or a physical Gift Card arrives damaged or incorrect, please contact us at hello@maisonkojira.com. We will investigate and, where appropriate, correct, reissue, or replace the Gift Card.

If a Gift Card cannot reasonably be redeemed during its validity period because of circumstances attributable to Maison Kojira, its validity will be extended in accordance with our Terms & Conditions.

This policy does not affect any rights you may have under applicable consumer protection law.

4. How to Report an Issue or Request a Resolution

To report an issue or request a replacement, store credit, or refund, contact us at hello@maisonkojira.com within the applicable timeframe.

Please include your order number, a short description of the issue and, where relevant, explanatory photos or video.

Our team reviews every message personally and normally replies within one working day.

5. Exceptions

We may be unable to offer a refund, replacement, or store credit if:

  • The product was not stored or handled in accordance with the instructions provided.
  • The product was substantially consumed to the extent that we can no longer reasonably assess the reported issue.
  • The product was repackaged or altered in a way that prevents us from reasonably assessing the reported issue.
  • The request is submitted outside the stated timeframe.
  • Damage or deterioration results from misuse, improper storage, or conditions beyond our control.
  • The product was not purchased through maisonkojira.com or an official Maison Kojira storefront on a third-party e-commerce platform.

These exceptions do not limit any rights available under applicable consumer protection law.

6. Legal Compliance

This policy is intended to operate in accordance with applicable Thai consumer protection law and does not affect your statutory rights.

For any unresolved concerns, please contact us directly at hello@maisonkojira.com.