Refund policy

Last Updated: October 8, 2026

At Maison Lovel, we want you to be happy with your purchase. If you are not completely satisfied with an eligible item, we are happy to review your return request in accordance with the policy below.

By purchasing from Maison Lovel, you acknowledge and agree to the terms of this Returns & Refund Policy.

1. Return Eligibility

We accept eligible returns requested within 30 days of the date your order was delivered.

To be eligible for a return, the item must generally:

• Be unused and unworn

• Be in its original condition

• Be clean and free from damage, stains, odors, or signs of use

• Include original packaging, tags, labels, or accessories, where applicable

• Be accompanied by proof of purchase or your order number

Items that do not meet these requirements may be refused or may qualify for a partial refund at our discretion, to the extent permitted by applicable law.

2. How to Request a Return

To request a return, please contact us at:

hellomaisonlovel@gmail.com

Please include:

• Your full name

• Order number

• Item(s) you would like to return

• Reason for the return

• Photos of the item, if requested by our team

Please do not send an item back without receiving return instructions from Maison Lovel first.

Once your request has been reviewed and approved, we will provide instructions for returning the item.

3. Return Shipping

Unless the item arrived damaged, defective, incorrect, or otherwise qualifies for a return at Maison Lovel's expense, the customer is responsible for return shipping costs.

Original shipping charges are generally non-refundable unless the return is due to an error on our part, a defective product, or otherwise required by applicable law.

We recommend using a shipping service that provides tracking. Maison Lovel is not responsible for return packages that are lost or damaged while being shipped back to us.

4. Refunds

Once we receive and inspect your returned item, we will notify you whether your return has been approved.

If approved, the refund will be issued to the original payment method used for the purchase.

Please allow approximately 5–10 business days for the refund to appear in your account after it has been processed. Your bank, credit card company, or payment provider may require additional processing time.

The timing of the refund is outside Maison Lovel's control once the refund has been submitted to the payment provider.

5. Partial Refunds

In certain circumstances, a partial refund may be issued when an item has been returned with:

• Signs of use

• Missing tags or packaging

• Minor damage

• Missing accessories or components

• Other conditions that reduce the item's resale value

Any reduction will be determined based on the condition of the returned item and applicable law.

6. Damaged or Defective Items

If your item arrives damaged or appears to be defective, please contact us within 48 hours of delivery.

Please provide:

• Your order number

• Photos of the shipping package

• Clear photos of the damaged or defective item

• A description of the issue

• Any additional information requested by our team

Please keep the original packaging and the item until we have reviewed your claim.

If the issue is confirmed to be the result of damage during shipping, a manufacturing defect, or an error by Maison Lovel, we will work with you to provide an appropriate resolution, which may include a replacement, store credit, or refund, as applicable.

7. Incorrect or Missing Items

If you receive an item that is different from what you ordered, or an item is missing from your shipment, please contact us within 48 hours of delivery.

We may request photographs of the items received and the packaging to help us investigate the issue.

If the error is confirmed to be on our part, we will work with you to correct the order at no additional cost where appropriate.

8. Non-Returnable Items

Certain products may not be eligible for return for health, safety, hygiene, customization, or other legitimate reasons.

Unless otherwise stated on the product page, non-returnable items may include:

• Personalized or customized products

• Gift cards

• Final sale items

• Clearance items marked as non-returnable

• Items that cannot reasonably be resold due to hygiene or safety considerations

• Products that have been used, worn, washed, altered, or damaged after delivery

If a product has specific return restrictions, those restrictions will be identified on the applicable product page or at checkout where appropriate.

Nothing in this section limits any return or refund rights that cannot legally be excluded under applicable law.

9. Exchanges

We may offer exchanges for eligible items depending on product availability.

If the requested replacement item is unavailable, we may offer a refund or another appropriate resolution.

For the fastest service, customers may be asked to return the original item and place a new order for the desired item.

10. Final Sale Items

Items specifically identified as Final Sale are not eligible for return or refund unless they arrive damaged, defective, incorrect, or otherwise qualify for a remedy under applicable law.

Final-sale status will be communicated before or at the time of purchase.

11. Refused or Unclaimed Packages

If a package is returned to Maison Lovel because it was refused, unclaimed, or could not be delivered due to incorrect or incomplete shipping information provided by the customer, we may deduct applicable return shipping or other reasonable costs from any refund, to the extent permitted by law.

If you would like the package reshipped, additional shipping charges may apply.

12. Order Cancellation

If you need to cancel an order, please contact us as soon as possible at hellomaisonlovel@gmail.com.

We will make reasonable efforts to accommodate cancellation requests received before an order has been processed or shipped.

Once an order has entered processing or has been shipped, we may be unable to cancel it. In that case, the order may need to be handled under our standard return policy.

13. Refunds for Promotional Discounts

If a returned item was purchased using a promotional discount, the refund will generally reflect the actual amount paid for the returned item rather than the item's full original price.

If a promotion required the purchase of multiple items to receive a discount, returning one or more items may affect the promotional discount applied to the order.

14. Store Credit

When applicable, Maison Lovel may offer store credit as an alternative resolution.

Store credit will be issued according to the terms communicated at the time it is offered.

Store credit cannot be exchanged for cash except where required by applicable law.

15. Fraudulent or Abusive Returns

Maison Lovel reserves the right to refuse returns or refunds where there is reasonable evidence of fraud, abuse, repeated misuse of the return policy, product tampering, or other activity intended to obtain an improper refund or replacement.

This does not limit any rights or remedies available to customers under applicable law.

16. Consumer Rights

This policy is intended to comply with applicable U.S. federal and state laws.

Nothing in this policy is intended to limit, waive, or exclude any consumer rights, warranties, remedies, or protections that cannot legally be limited or waived under applicable law.

Certain states may provide consumers with additional rights regarding returns, refunds, defective products, warranties, or other consumer protections.

17. Changes to This Policy

Maison Lovel may update this Returns & Refund Policy from time to time.

Any changes will be posted on this page with an updated "Last Updated" date.

The policy applicable to your purchase will generally be the policy in effect at the time the order was placed, except where a change is required by applicable law.

18. Contact Us

If you have questions about returns, refunds, or exchanges, please contact us:

Maison Lovel
Email: hellomaisonlovel@gmail.com
Location: New York, New York, United States