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 Regarding Returns to Our International Facility

Please note that our return facility is located outside of Italy. For returns due to change of mind or customer remorse, customers are responsible for the international return shipping costs. These costs can be high, so we strongly recommend using a tracked and insured shipping method. If the item is defective, damaged, or incorrect, we will cover the return shipping cost.

Return Address
No. 318 Shenzhou Road
Houzhai Street, Yiwu City
Zhejiang Province, 322000
China

Policy Overview

Return Period: 30 days from delivery date
Refund Processing Time: 7 business days from receipt and inspection
Return Shipping Costs:
– Change of Mind: Customer covers international return shipping
– Defective, Damaged, or Incorrect Items: We cover 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 not related to defects or shipping errors.
Items must be unused, in original condition, and include all packaging, tags, accessories, and documentation.
Customers are responsible for return shipping to our facility in China.
We recommend using a tracked and insured shipping method.
Original shipping fees are non-refundable.

Return Period – Defective or Incorrect Items

If your item arrives defective, damaged, or incorrect, please notify us within a reasonable timeframe, 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 return shipping costs.

Return Conditions

Items must be returned within 30 days of delivery.
Items must be unused and in original condition, with all original packaging and tags included.
A proof of purchase (order number or receipt) is required.
Defective or damaged items do not need to be returned in original packaging.

Return Instructions

1. Contact Customer Service: Email info@themaisonvaleur.com with your order number, reason for return, and photos if applicable.

2. Receive Return Authorization: We will review your request and provide a return authorization with full instructions.

3. Package the Item: Repack the item securely, including all original components and the return form.

4. Ship the Return: Use a reliable tracked service. If applicable, we will provide a prepaid shipping label.

Refund Policy

Once your return is received and inspected, we will notify you of the approval status within 7 business days.
Approved refunds will be issued to your original payment method within 7 business days.
You will receive a confirmation email once the refund is processed.
Please note that some banks or payment providers may require additional time to reflect the refund.

Order Cancellations

Orders may be cancelled within 14 calendar days of receiving the goods for a full refund.
If the order has already shipped, please follow the return instructions after delivery.
To cancel, contact our customer service team at info@themaisonvaleur.com.

Exchange Policy

We only offer exchanges for defective or incorrect items.
If this applies, contact us and we will cover return shipping and send the correct item.
For all other cases, please 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, particularly those related to hygiene or personal use.
These items are not eligible for return unless defective or incorrect.

Lost Packages

If your order has not arrived within the estimated delivery timeframe, contact us. We will initiate an investigation with the shipping carrier.

Contact Information
Website: www.themaisonvaleur.com
Email: info@themaisonvaleur.com
Phone: +39 800 142809
Address: Viale Antonio Ciamarra 259, Scala B – Int. 5, 00173 Roma RM, Italy
Customer Support Hours: Monday to Friday, 9:00 – 17:00 (CET). We aim to respond within 1–2 business days.