Cancellation, Returns & Refund Policy

Maison Tuileries prepares and sells fresh food, made-to-order products and bookable masterclass services. This policy explains our business rules while preserving all mandatory consumer rights under Saudi law.

1. Saudi consumer rights

Saudi e-commerce rules provide statutory cancellation/return rights for eligible electronic transactions, subject to conditions and specific exceptions. Exceptions can apply to certain services, including catering-related services, and to products made to the consumer's specifications. Fresh/perishable food and custom-made products can therefore require different treatment from ordinary durable goods.

Nothing in this policy removes rights relating to products or services that are defective, unsafe, incorrect, misdescribed or materially non-conforming, or any other mandatory right under Saudi law.

2. Standard fresh-food Click & Collect orders — before collection

If you want to change or cancel a standard Click & Collect order, call Maison Tuileries as early as possible on +966 58 239 5059.

Because orders are fresh and may be prepared specifically for the requested pickup time:

• if meaningful preparation has not started, Maison Tuileries will normally try to accommodate a reasonable cancellation/change request;
• if preparation has already started or the food has already been produced specifically for the order, a change-of-mind cancellation may be declined to the extent permitted by applicable law;
• where payment has not yet been made because the order is paid at pickup, there is normally no online payment amount to refund.

3. After collection — fresh/perishable food

Fresh/perishable food is not treated like an ordinary durable product that can simply be returned after collection because the customer changed their mind.

If you believe an item is defective, unsafe, incorrect, incomplete or materially different from the confirmed order, contact Maison Tuileries promptly. We may request the order reference, a description of the problem and photographs where appropriate. We will assess the issue and provide the remedy required by applicable law and the circumstances, which may include replacement, correction or refund.

4. Custom / celebration cakes

Preparation time

Custom cakes require preparation time. Your earliest available pickup time is calculated automatically when you order, and shown to you at checkout before you confirm.

Requests for a pickup time earlier than that calculated time are accepted only after the customer contacts Maison Tuileries and receives explicit confirmation from the team.

Changes

Request design, inscription, flavour, size, pickup-time or other custom changes as early as possible. A requested change is not guaranteed once ingredients have been allocated, decoration has begun or production has started.

Cancellation

Custom cakes may be produced to the customer's specifications. Consequently, cancellation/refund rights for a simple change of mind may be restricted once personalised production has started, subject to Saudi law.

Until a fixed internal threshold is published, customers should call as early as possible; Maison Tuileries will confirm whether production has started and whether the request can still be accepted.

The above does not remove rights for a cake that is defective, unsafe, incorrect or materially fails to match the confirmed specification.

5. Masterclass cancellations by the participant

The cancellation time is measured against the scheduled masterclass start time in Saudi Arabia time (Asia/Riyadh).

• 48 hours or more before the scheduled start: 100% refund of the amount paid.
• Less than 48 hours before the scheduled start: 50% refund; 50% of the amount paid is retained.

6. Masterclass cancellation or rescheduling by Maison Tuileries

If Maison Tuileries cancels a masterclass and no equivalent service is provided, the amount paid for that cancelled service will be refunded as required by applicable law.

If Maison Tuileries reschedules a masterclass, participants will be informed using the contact details supplied at registration. If the new date is not reasonably acceptable to the participant, Maison Tuileries will provide the legally required remedy and, as the recommended customer policy, should offer either transfer to an agreed session or a full refund.

7. Refund method and timing

Where a masterclass refund is approved, the refund will normally be returned using an appropriate bank-transfer method. Any statutory deadline that is stricter than our internal business target takes precedence.

8. How to request a cancellation or report a problem

Phone: +966 58 239 5059
Email: info@maison-tuileries.com

Please provide your order or registration reference, name, contact information and a brief explanation of the request.