Refund policy
Last updated: 19 May 2026.
This policy covers cancellations and refunds for Anti-Slip Bathroom Treatment bookings (services), and returns and refunds for physical objects (products) ordered from maisonsera.co.nz and delivered within New Zealand or Australia. It sits alongside your statutory rights under the New Zealand Consumer Guarantees Act 1993, the New Zealand Fair Trading Act 1986, and the Australian Consumer Law. Nothing in this policy limits those rights.
Part A: Anti-Slip Bathroom Treatment (services)
A1. Free cancellation up to forty-eight hours before
You may cancel or reschedule an Anti-Slip Bathroom Treatment booking at no cost up to forty-eight hours before your scheduled appointment. We will refund the full amount paid to the original payment method within five business days.
A2. Within forty-eight hours: non-refundable
Cancellations made within forty-eight hours of the scheduled appointment are non-refundable. The slot has been reserved, materials prepared, and the day's route built around it.
A3. Genuine exceptions
If something beyond your control prevents you from being available, including a hospital admission, a family bereavement, or a civil emergency, email max@lccommerce.com and we will work with you. We are a small operation and we treat these cases with judgement, not policy.
A4. If we cancel or reschedule
If we cancel or reschedule a booking for any reason, including a contractor unavailability, illness, or a vehicle problem, you incur no penalty. We will either rebook you at a time that suits, or refund you in full within five business days, at your choice.
A5. If your address is outside our service area
We currently operate Auckland-wide. If you book from outside Auckland and we cannot service your address, we will refund you in full within five business days.
A6. If your bathroom is not a candidate
The treatment is designed for ceramic, porcelain, natural stone, and most engineered tile surfaces. We assess on arrival. If your surface is not a candidate (for example, tile previously sealed with an incompatible coating, or visible damage that would compromise the treatment) we will refund you in full and leave without performing the service.
A7. If the treatment cannot be completed
If for any reason we cannot complete the treatment to a standard we are satisfied with on the day, we will discuss your options before we leave. Where the outcome is that the treatment is not performed, any payment already taken is refunded in full within five business days.
A8. The no-damage promise
The treatment is intended to bind to the tile surface without etching, discolouring, or visibly modifying its appearance. If the surface is visibly altered as a result of our treatment, we will work with you to put it right at our cost, by restoration or replacement of the affected tiles.
A9. How to cancel or reschedule
Follow the link in your booking confirmation email, or email max@lccommerce.com. We respond within two business days.
Part B: Physical objects (products)
B1. Thirty days, unused, original packaging
You may return an object for a refund within thirty days of the delivery date, provided that:
- It is unused, unworn, uninstalled, and in the condition in which it was received.
- It is in its original packaging, with any seals intact and any tags attached.
- It is returned in a manner that protects it in transit.
Outside these conditions, we cannot offer a refund.
B2. Final sale items
The following are not eligible for return except under the statutory grounds in clause B5:
- Personalised, engraved, monogrammed, or made-to-order items.
- Items that have been installed, mounted, drilled, or modified.
- Items sold as seconds, samples, or floor stock, where clearly marked at the point of sale.
B3. How to start a return
Email max@lccommerce.com within thirty days of delivery, with your order number and a short note describing the reason for the return. We will reply within two business days with a Return Authorisation and the address to ship to.
Do not return an object without a Return Authorisation. Unauthorised returns may be refused or delayed.
B4. Return shipping
You are responsible for arranging and paying for return shipping. We recommend a tracked and insured service. Until the object reaches us, it remains your property and your risk.
If the return is the result of our error, including a wrong item shipped or a defective item received, we will cover the cost of return shipping. See clause B5.
B5. Faulty, damaged, or wrong items
If an object arrives faulty, damaged in transit, or is not what you ordered, contact us within seven days of delivery. Include your order number, a description of the issue, and photographs.
In these cases:
- We will arrange return shipping at our cost.
- You may choose between a replacement, a repair, or a full refund.
- We will assess the object on receipt and confirm the outcome within five business days.
These steps are in addition to, not in place of, your statutory rights to a remedy under the Consumer Guarantees Act 1993 (NZ) or the Australian Consumer Law.
B6. Exchanges
We do not operate a direct exchange service. To swap an object for a different size, finish, or model, return the original under this policy for a refund, then place a new order at any time.
B7. Geographic scope
This part of the policy applies to deliveries within New Zealand and Australia. For deliveries outside those markets, return terms are agreed in writing at the time of order.
Common terms
1. How refunds are processed
Once a refund is confirmed, we process it to the original payment method within five business days. Card refunds take a further three to seven business days to appear on your statement, depending on your bank.
We refund the price you paid, including any original shipping charge where the return is due to our error. Where the return is at your election, original shipping is not refunded.
We do not offer cash refunds, store credit unless requested, or refunds to a different payment method.
2. Statutory rights
Nothing in this policy limits or excludes any right or remedy you have under:
- the Consumer Guarantees Act 1993 (New Zealand),
- the Fair Trading Act 1986 (New Zealand), or
- the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010, Australia).
Where those rights apply, they prevail over any inconsistent term in this policy.
3. Contact
Email max@lccommerce.com. We respond within two business days.
LC Commerce Limited, trading as Maison Sera
Registered in New Zealand. NZBN 9429053545749.
Email: max@lccommerce.com