Refund policy

Return & Refund Policy 

At Maison Avel, we want every gift to feel meaningful and memorable. If something isn’t quite right, we’re here to help.

1. Returns — 30 Days
You have 30 days from the date you receive your order to request a return.
To be eligible for a return, the item must be in the same condition you received it, unused, unworn, undamaged, with all tags attached, and in its original packaging. You will also need to provide a receipt or proof of purchase.

To start a return, please email us at support@maisonavel.com with your order number, the item(s) you wish to return, and (optionally) your reason for returning.
Do not send any items back without contacting us first. Items returned without prior approval will not be accepted.
We will reply with the correct return address and instructions on how to proceed.

2. Damaged, Defective, or Incorrect Items
Please inspect your order upon delivery.
If your item is damaged, defective, or you received the wrong product, contact us immediately at support@maisonavel.com with your order number, a description of the issue, and clear photos.
We will evaluate the case and provide a replacement or refund at no additional cost to you.

3. Non-Returnable Items
Some items cannot be returned for hygiene, customization, or safety reasons, unless they arrive damaged or defective. These include:

  • Personalized or custom-made items

  • Gift cards

  • Perishable goods (such as flowers, plants, food items)

  • Opened or used personal care items

  • Hazardous materials, flammable liquids, or gases

Sale items are generally non-refundable unless required by EU law or if the item arrives faulty.

If you are uncertain whether your item qualifies for a return, please contact us before initiating a return.

4. Exchanges
We do not offer direct exchanges.
If you wish to receive a different item, the quickest approach is:

  1. Request a return for your original item.

  2. Once your return is approved, send it back.

  3. Place a new order for the item you want.

5. EU 14-Day Right of Withdrawal (Cooling-Off Period)
If your order is shipped to a country within the European Union, you have the legal right to cancel your purchase within 14 days of receiving it, for any reason and without needing to provide a justification.

To exercise your right of withdrawal:

  • Contact us at support@maisonavel.com within 14 days of delivery.

  • Return the item(s) to us within 14 days after informing us.

Items must be returned unused, unworn, undamaged, and in their original packaging.

Under EU law, when the right of withdrawal is exercised:

  • We will refund the full product price.

  • We will also refund the cost of standard shipping (if you paid for shipping).

  • You are responsible for the cost of returning the goods, unless the item was defective or incorrect.

6. Return Shipping Costs
Unless your item arrived faulty or incorrect, the customer is responsible for:

  • The cost of returning the items

  • Any customs or import duties associated with the return (if applicable)

We strongly recommend using a tracked shipping method, as we cannot refund items lost during transit.

7. Refunds
Once we receive and inspect your returned item, we will notify you whether your refund has been approved.
If approved, a refund will be issued to your original payment method within 10 business days.
Please note that your bank or card provider may require additional time to process and post the refund.

If more than 15 business days have passed since your refund was approved, please contact us at support@maisonavel.com so we can assist you.

8. Contact
For questions about returns, refunds, or any aspect of your order, please reach out to us at support@maisonavel.com.
We are here to help.