Refund policy

RETURNS & REFUNDS

We stand behind every product we sell. If you are not completely satisfied with your purchase, we offer a straightforward 30-day return policy from the date of delivery.

ELIGIBILITY To qualify for a return, items must be unused, in their original condition, and returned in their original packaging with all tags attached. A valid proof of purchase is required for all returns.

HOW TO REQUEST A RETURN Contact our customer care team at support@maisonvelorea.com, quoting your order number and the reason for your return. We will respond within 24–48 hours with personalised return instructions. Please note that items returned without prior authorisation will not be accepted.

DAMAGED OR INCORRECT ITEMS We take quality seriously. If your order arrives damaged, defective, or incorrect, please contact us immediately at support@maisonvelorea.com. We will assess the situation and resolve it promptly at no additional cost to you.

NON-RETURNABLE ITEMS For hygiene, safety, and quality assurance reasons, the following items are non-returnable:

  • Perishable goods
  • Custom or personalised products
  • Personal care items
  • Hazardous or flammable materials
  • Sale items and gift cards

EXCHANGES We do not process direct exchanges. To receive a different item, please return your original purchase and place a new order once your return has been approved.

EUROPEAN UNION — 14-DAY COOLING OFF PERIOD Customers within the European Union have the statutory right to cancel or return any order within 14 days of delivery, without providing a reason. Items must be returned unused, in their original condition and packaging, with proof of purchase.

REFUNDS Upon receipt and inspection of your return, we will notify you of the approval status. Approved refunds are processed to your original payment method within 10 business days. Please allow additional time for your bank or card provider to complete the transaction.

Should more than 15 business days pass after your refund has been approved without receiving your funds, please contact us at support@maisonvelorea.com and we will investigate immediately.