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Refund policy

Maison Valyn | Returns & Refunds 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 to ensure your rights are protected.

1. Right of Withdrawal (Cooling-Off Period)

In accordance with UK law, you have the right to cancel your order within 14 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 us.

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. Return Center Location: To streamline processing, all returns are handled by our logistics center located in the United Kingdom.

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

3. Fees and Refunds

We apply a simple and transparent 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. For shipping to our center in the United Kingdom, costs are typically estimated between £5 and £15, depending on the courier you choose.

  • Defective Products or Order Errors: If you receive a damaged, defective, or incorrect item, we 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 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:

  • 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.

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 14-day return policy applies.

8. Model Cancellation Form

Note: Use of this form is not mandatory. You can simply email us.

To: Maison Valyn (info@maisonvalyn.com) I hereby give notice that I cancel my contract of sale for the following goods:

  • Order Number: [Insert Number]

  • Ordered on: [Date] / Received on: [Date]

  • Name of Consumer: [Your Name]

  • Address of Consumer: [Full Address]

  • Date of Request: [Today's Date]

9. Contact Information

For the fastest support, please contact us via email.

  • Email: info@maisonvalyn.com

  • Phone: +1 (917) 695-4570

  • Business Address: 30 N Gould St Ste N, Sheridan, WY 82801, United States

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

  • Response Time: We are committed to responding to you within 24 hours or less.