Refund policy

At Maison Valyn, we are committed to providing a transparent and secure shopping experience. Our policy strictly complies with the UK Consumer Contracts Regulations and the Consumer Rights Act 2015, while extending your right to return items beyond the legal minimum to ensure total satisfaction.

1. 30-Day Right of Withdrawal

While UK law mandates a 14-day window, Maison Valyn offers an extended 30-day return period. You have the right to cancel your order and request a return within 30 days of receiving your goods without giving any reason.

Conditions for Return:

• The item must be in its original condition: new, unworn, unused, with all tags attached and in its original packaging.

• You must provide proof of purchase (order number).

• Any item returned damaged, soiled, or incomplete may be subject to a deduction in refund value (diminished value).

• Once you have notified us of your intent to return, you have a further 14 days to send the item back to our facility.

2. Return Procedure

To start a return, please contact us at info@maisonvalyn.com.

1. State your order number and the item(s) you wish to return.

2. Once your request is accepted, we will send you detailed shipping instructions via email.

3. Note: Items sent back to us without first requesting a return will not be accepted.
   

3. Fees and Refunds

We apply a transparent and simple refund policy:

• Restocking Fees: We do not charge any restocking fees (£0.00).

• Remorse Returns (Change of Mind): The cost of return shipping is the responsibility of the customer.

• Defective Products or Order Errors: If you receive a damaged, defective, or incorrect item, Maison Valyn will cover 100% of the return shipping costs.

• Refund Amount: We will refund the full price of the goods plus the cost of standard outbound delivery (if paid).

• Method and Timeline: Refunds are issued to the original payment method within 10 working days of us receiving and inspecting your parcel.

4. Legal Guarantees

As a UK consumer, you are protected by the Consumer Rights Act 2015:

• Goods must be as described, fit for purpose, and of satisfactory quality.

• If your goods are faulty, you are entitled to a full refund within 30 days of delivery.

• For faults appearing after 30 days (up to 6 months), you are entitled to a repair or replacement in the first instance.

5. Exceptions to the Right of Return

The following items cannot be returned for hygiene and safety reasons:

• Personal care, cosmetic, or hygiene products where the seal has been broken after delivery.

• Custom-made or clearly personalised items.

• Gift cards.

6. Damages and Issues

Please inspect your order upon receipt. If the item is defective or damaged, contact us immediately at info@maisonvalyn.com with photos of the issue. We will arrange a replacement or a full refund at our expense, including all shipping costs.

7. Cancellations

You may request a cancellation for a full refund at any time before the order has been dispatched. Once the order has shipped, the standard 30-day return policy applies.

8. Contact Information

For the fastest support, please contact our customer service team.

• Email: info@maisonvalyn.com

• Customer Service Hours: Monday - Sunday | 09:00 - 17:00 (GMT).

• Response Time: We are committed to responding to all inquiries within 24 hours.