Politique de remboursement

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at kimsegemark@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at kimsegemark@gmail.com.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at kimsegemark@gmail.com.

At Maison Viora, we want you to feel confident when shopping with us. If your purchase isn't right for you, we're here to help.

This Return & Refund Policy explains when and how you may request a return, exchange, or refund.

1. Return Period

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

To be eligible for a return, the item must:

  • Be unused and unworn

  • Be in its original condition

  • Be in the original packaging, where applicable

  • Include any original tags, accessories, or accompanying materials

  • Not show signs of damage, wear, washing, alteration, or misuse

Items that do not meet these conditions may not be eligible for a return.

2. How to Request a Return

Before sending an item back, please contact us at:

Email: kimsegemark@gmail.com

Please include:

  • Your full name

  • Order number

  • Product name

  • Reason for the return

  • Photos of the item, if the item is damaged or defective

Please wait for our instructions before sending your return.

Returns sent without prior approval may not be accepted.

3. Return Shipping

Unless the item is damaged, defective, incorrect, or otherwise covered by applicable consumer law, return shipping costs are the responsibility of the customer.

If the return is due to an error on our part or an item arrives damaged or defective, please contact us as soon as possible so we can review the issue and determine the appropriate solution.

4. Damaged or Defective Items

Please inspect your order when it arrives.

If your item arrives damaged, defective, or you receive the wrong product, contact us at kimsegemark@gmail.com as soon as possible.

Please provide photographs showing:

  • The product

  • The damaged or defective area

  • The packaging, if applicable

  • Your order information

We will review the issue and, where appropriate, offer a replacement, refund, or other suitable resolution.

5. Non-Returnable Items

Certain products may not be eligible for return, including:

  • Personalized or custom-made items

  • Items made specifically to your specifications

  • Products marked as final sale

  • Gift cards

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

Additional exclusions may apply where permitted or required by applicable law.

6. Jewelry Returns

For jewelry items eligible for return, the product must be unworn, unused, and returned in its original condition and packaging.

Jewelry showing signs of wear, damage, alteration, or misuse may not be eligible for a refund.

7. Home Décor Returns

Eligible home décor items must be returned unused and in their original condition and packaging.

Customers are responsible for ensuring that returned items are packaged securely to prevent damage during transit.

8. Refunds

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

If approved, your refund will be issued to the original payment method.

Please allow [5–10 business days] for the refund to be processed after approval. Your bank or payment provider may require additional time before the refund appears in your account.

Original shipping charges may be non-refundable unless otherwise required by applicable law or the return is due to an error on our part.

9. Partial Refunds

In certain circumstances, only a partial refund may be provided, such as when:

  • An item is returned with signs of use

  • The product or packaging has been damaged after delivery

  • Parts, accessories, or original materials are missing

  • The item has decreased in value due to handling beyond what is reasonably necessary to inspect it

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

10. Exchanges

If you would like to exchange an eligible item, please contact us at kimsegemark@gmail.com.

Exchanges are subject to product availability and may not be available for every product.

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

11. Sale and Final Sale Items

Items identified as Final Sale are not eligible for return or refund unless they arrive damaged, defective, incorrect, or applicable law provides otherwise.

Any special return conditions for promotional or sale items will be communicated at the time of purchase.

12. Order Cancellations

If you need to cancel an order, contact us as soon as possible at:

kimsegemark@gmail.com

We will try to accommodate cancellation requests received before the order has been processed or shipped.

Once an order has been processed or shipped, cancellation may no longer be possible and the standard return process may apply.

13. Refunds for Lost or Undelivered Orders

If your order has not arrived within the expected delivery timeframe, please contact us so we can assist with tracking and investigating the shipment.

For orders marked as delivered by the carrier, please first check with household members, neighbors, and the delivery location. We may also ask you to contact the carrier.

Each situation will be reviewed individually and handled in accordance with our shipping procedures and applicable law.

14. Your Legal Rights

This Return & Refund Policy does not limit any rights you may have under applicable consumer protection or other laws.

Where applicable law provides mandatory rights that are more favorable to you than this policy, those legal rights will apply.

15. Changes to This Policy

We may update this Return & Refund Policy from time to time to reflect changes to our business practices or applicable legal requirements.

When we make changes, we will update the Last Updated date at the top of this page.

16. Contact Us

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

Maison Viora
Email: kimsegemark@gmail.com

We're happy to help with your return or refund enquiry.

Maison Viora
Beautiful Pieces. Timeless Character.