Refund policy

Effective Date: 27 July 2026

At Maison Aveloir, we want every customer to shop with confidence.

If your purchase is not quite right, we are here to help.

This Return and Refund Policy explains how you can return an item, receive a refund, or request an exchange in accordance with applicable consumer law.

1. 30-Day Return Window

In addition to any statutory cancellation or withdrawal rights available to you, Maison Aveloir offers a 30-day return period from the date your order is delivered.

To qualify for a return:

  • The item must be unused, unworn, unwashed, and in its original condition

  • The original packaging, tags, labels, and accessories must be included

  • Proof of purchase, such as your order number or receipt, is required

  • The return request must be submitted within 30 days of delivery

Items showing signs of wear, washing, damage, alteration, misuse, or improper handling after delivery may not qualify for a refund unless the item was faulty when received.

2. How to Start a Return

To request a return, contact our customer service team:

Email: support@maisonaveloir.com
Phone: +44 7737141295

Please include:

  • Your full name

  • Your order number

  • The item you wish to return

  • The reason for your return

  • Clear photographs where the item is faulty, damaged, or incorrect

Our customer service team will provide:

  • Return instructions

  • The correct return address

  • Any required return documentation

Do not return an item without contacting us first.

Unauthorised returns may be delayed, rejected, or returned to the sender.

3. Return Shipping Costs

For returns caused by a change of mind, incorrect size selection, colour preference, or personal preference, the customer is responsible for the return shipping costs.

If an item is faulty, damaged, defective, or incorrect, Maison Aveloir will cover the reasonable return shipping costs or provide an alternative return solution.

Original shipping charges are non-refundable unless required by applicable law or the complete order was faulty, damaged, or incorrect.

We recommend using a tracked shipping service when returning an item.

Maison Aveloir is not responsible for return parcels that are lost or damaged before reaching the designated return address.

4. Refunds

Once your return has arrived at the designated return location, it will be inspected.

We will notify you by email whether your refund has been approved or rejected.

Approved refunds will be processed within 5–7 business days using the original payment method used for the order.

After we process the refund, your bank, card issuer, or payment provider may require additional time before the funds appear in your account.

Processing times are controlled by your payment provider and may vary.

Shipping costs, customs charges, transaction costs, or other non-refundable charges may be deducted where permitted by applicable law and clearly communicated to you.

If your return is rejected because it does not meet the conditions of this policy, we will contact you to explain the available options.

5. Exchanges

We accept eligible exchanges for a different size or colour, subject to availability.

To request an exchange, contact our customer service team before returning the item.

The returned item must meet all return conditions stated in this policy.

We cannot guarantee that the requested replacement size or colour will remain available while your return is in transit.

Where a direct exchange is unavailable, you may be asked to return the original item for a refund and place a new order.

Any price difference may need to be paid or refunded, depending on the replacement product selected.

6. Faulty, Damaged or Incorrect Items

Please inspect your order as soon as it is delivered.

If you receive an item that is faulty, damaged, defective, or different from the item ordered, contact us as soon as possible and provide:

  • Your order number

  • Clear photographs or videos showing the issue

  • A brief description of the problem

  • Photographs of the packaging where relevant

Once the issue has been reviewed and approved, we may offer:

  • A replacement

  • A full or partial refund

  • Another appropriate solution

You will not be charged additional return or replacement shipping costs for an approved faulty, damaged, defective, or incorrect item.

Nothing in this policy limits your mandatory consumer rights regarding faulty or misdescribed products.

7. Order Changes and Cancellations

You may request an order change or cancellation within two hours of placing your order.

To request a change or cancellation, contact us immediately at support@maisonaveloir.com.

We cannot guarantee that an order can be changed or cancelled after it has entered processing, fulfilment, or shipment.

If an order has already been shipped, you may need to wait until it is delivered and then request a return under this policy.

8. Non-Returnable Items

Certain products cannot be returned unless they are faulty, damaged, defective, or incorrect.

Non-returnable products may include:

  • Personalised or customised products

  • Underwear and intimate products where the hygiene seal has been removed

  • Products that cannot be returned for health or hygiene reasons after being opened

  • Products showing signs of wear, washing, alteration, or misuse

  • Products returned without their original tags or packaging

  • Gift cards

  • Final-sale products where legally permitted and clearly stated before purchase

Sale items are eligible for return unless they were clearly marked as final sale and excluding returns is permitted under applicable law.

Your statutory rights remain unaffected.

9. Late or Missing Refunds

If you have not received an approved refund:

  • Check your bank or payment account again

  • Contact your card issuer or payment provider

  • Allow sufficient time for the payment provider to process the transaction

If you have completed these steps and still have not received your refund, contact us at support@maisonaveloir.com.

10. Consumer Rights

This policy does not exclude, restrict, or replace any mandatory rights available to you under applicable consumer protection law.

Customers in the United Kingdom may have statutory rights under UK consumer law, including rights relating to online purchases and faulty or misdescribed goods.

Customers residing in the European Union or European Economic Area may also have a statutory right to withdraw from qualifying online purchases within 14 days, subject to applicable exceptions.

Where this policy provides greater protection than the minimum required by law, the terms of this policy will apply.

11. Contact Information

Customer Service Hours:

Monday–Friday: 9:00 AM–7:00 PM GMT

Email: support@maisonaveloir.com
Phone: +44 7737141295
Website: www.maisonaveloir.com

Customer support is provided from the Netherlands with dedicated English-language support for customers in the United Kingdom.

We aim to respond to customer enquiries as soon as reasonably possible during our stated customer service hours.

12. Company Information

This online store is operated by:

Maison Aveloir

Chamber of Commerce Registration Number: 96603585
VAT Identification Number: NL005220134B41

Business Address:

Van Manenerf 14
3907 MA Veenendaal
Utrecht
Netherlands

For delivery times, shipping methods, processing times, and tracking information, please refer to our Shipping Policy.