Refund policy

RETURN POLICY

1. RETURN POLICY

At Maison Velari, we accept returns within 14 days of receiving your order, provided that the conditions detailed below are met.

CONDITIONS FOR ACCEPTING A RETURN:

  • The product must be in its original condition, including all its components and packaging.
  • Returns of products damaged by misuse or improper handling will not be accepted.
  • For hygiene products, these must have been properly cleaned before starting the return process.
  • In the case of defective products, the defect must have been detected immediately upon receipt.
  • The customer is responsible for the shipping costs related to the return.
  • The return will be processed within 7 business days from the receipt of the product at our warehouse. If all conditions are met, the refund will be acknowledged within that period.

Important: We reserve the right to reject returns if the product shows signs of misuse, damage not attributable to us, or does not meet the above conditions.

2. HOW TO START A RETURN?

If your order meets the above conditions, please follow these steps:

Send an email to: hellomaisonvelari@gmail.com

Include the following information:

  • Order number
  • Reason for the return
  • Photo of the product (in case of defect or breakage)
  • Customer's full name
  • Full address

Once we receive your request, we will send you the correct return address. Do not send the package to the original sender. The customer will be responsible for the shipping costs related to the return.

3. RIGHT OF CANCELLATION

In accordance with current legislation, you have the right to cancel your order within 14 calendar days of receiving it, provided that you are a private consumer (not a business) and the order is not linked to a commercial or professional activity.

IMPORTANT:

  • Orders are processed automatically and immediately, so we cannot stop or cancel an order once it has been confirmed.
  • If the order has already been shipped, it cannot be cancelled. In this case, you must wait to receive the product and then start a return following the steps above.

4. PROCEDURE TO EXERCISE THE RIGHT OF WITHDRAWAL

To exercise your right of cancellation, you must send us a clear request by email to hellomaisonvelari@gmail.comindicating your decision to cancel the contract. The withdrawal will be effective once we receive the returned products.

5. CONSEQUENCES OF WITHDRAWAL

If you exercise your right of withdrawal correctly:

  • We will refund the full amount of your order, excluding shipping costs, within a maximum of 14 calendar days from the receipt of the returned product.
  • We will use the same payment method you used to place the order, unless we agree otherwise. No additional charges will apply for the refund.
  • We will not refund additional costs if you chose a shipping option other than the cheapest standard one.

6. ADDITIONAL INFORMATION ON SHIPPING AND RETURNS

  • Our products are shipped from Asia, so transit times may vary.
  • If your order has already been shipped and is in transit, we will not be able to cancel it. In that case, you must wait to receive it and then start the return process.
  • To speed up the process, you can notify us in advance of your intention to withdraw and send us the tracking number of the returned package.

7. RETURN ADDRESS

All returns must be sent to our central warehouse in Asia. The exact address will be provided only after receiving your request by email. Return shipping costs are borne by the customer.