Return and Refund Policy
At The Maison Valeur, we are committed to providing a smooth and transparent shopping experience. This policy outlines our return, refund, and exchange process in accordance with Italian consumer protection regulations.
Important note on returns to our international facility
Please note that our return center is located outside of Italy. For returns due to change of mind or customer choice, customers are responsible for international return shipping costs. These costs can be high, so we strongly recommend using a trackable and insured shipping method. If the item is defective, damaged, or incorrect, we will cover the return shipping costs.
Return address
No. 318 Shenzhou Road
Houzhai Street, Yiwu City
Zhejiang Province, 322000
China
Policy overview
Return period: 30 days from the delivery date
Refund processing time: 7 business days from receipt and inspection
Return shipping costs:
– Change of mind: the customer covers the international return shipping
– Defective, damaged, or incorrect items: we cover the return shipping
Restocking fee: none
Return period – change of mind
Customers may return eligible items within 30 calendar days from the delivery date for reasons unrelated to defects or shipping errors.
Items must be unused, in original condition, and include all packaging, labels, accessories, and documentation.
Customers are responsible for return shipping to our facility in China.
We recommend using a trackable and insured shipping method.
Original shipping costs are non-refundable.
Return period – defective or incorrect items
If the item arrives defective, damaged, or incorrect, please notify us within a reasonable time frame, ideally within 48 hours of delivery.
You are entitled to a full refund or replacement if reported within 30 days of receipt.
We will provide a prepaid return label or reimburse reasonable shipping costs for the return.
Return conditions
Items must be returned within 30 days of delivery.
Items must be unused and in original condition, including all original packaging and labels.
Proof of purchase (order number or receipt) is required.
Defective or damaged items do not necessarily need to be returned in the original packaging.
Return instructions
Contact customer service: email info@themaisonvaleur.com with your order number, reason for return, and photos if applicable.
Receive return authorization: we will review your request and provide a return authorization with complete instructions.
Pack the item: securely repackage the item, including all original components and the return form.
Ship the return: use a reliable and trackable service. If applicable, we will provide a prepaid shipping label.
Refund Policy
Once the return is received and inspected, we will inform you of the approval status within 7 business days.
Approved refunds will be issued to the original payment method within 7 business days.
You will receive a confirmation email once the refund has been processed.
Please note that some banks or payment providers may require additional time to make the refund visible.
Order cancellation
Orders can be canceled within 2 hours of placing the order. After this period, the order may already be processing or preparing for shipment and cancellation will no longer be possible.
If more than 2 hours have passed since the order, the customer can still return the product after delivery following our return policy.
To request order cancellation within the allowed period, contact our customer service at info@themaisonvaleur.com indicating the order number.
Exchange policy
We offer exchanges only for defective or incorrect items.
If applicable, contact us and we will cover the return shipping costs and send the correct item.
In all other cases, return the item for a refund and place a new order.
Exceptions and non-returnable items
Non-returnable items include products clearly marked as such on the product page, especially those related to hygiene or personal use.
These items are not eligible for return unless they are defective or incorrect.
Lost packages
If your order has not arrived within the estimated delivery time, please contact us. We will initiate an investigation with the courier.
Contact Information
- Website: www.themaisonvaleur.com
- Email: info@themaisonvaleur.com
- Phone: +39 800 142809
- Address: Viale Antonio Ciamarra 259, Scala B – Int. 5, 00173 Rome RM, Italy
- Customer Service Hours: Monday to Friday, 9:00 AM – 5:00 PM (CET). We aim to respond within 1–2 business days.