Our Commitment to You
At Maison Velvet, we take great pride in the quality and craftsmanship of every handcrafted velvet cushion we create. Your satisfaction is our priority, and we want you to love every piece you receive.
Returns & Exchanges
We accept returns and exchanges within 14 days of delivery, provided the item is unused, in its original condition, and in its original packaging.
To be eligible for a return, your item must be:
- Unused and in the same condition as received
- In the original packaging
- Accompanied by proof of purchase
Non-Returnable Items
The following items cannot be returned or exchanged:
- Custom or personalised orders
- Items that have been used, washed, or altered
- Sale or discounted items (unless faulty)
Damaged or Faulty Items
If your order arrives damaged or defective, please contact us within 48 hours of delivery at support@maison-velvetsa.store with photos of the damage. We will arrange a replacement or full refund at no additional cost to you.
How to Initiate a Return
- Email us at support@maison-velvetsa.store with your order number and reason for return.
- We will respond within 2–3 business days with return instructions.
- Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund.
Refunds
Approved refunds will be processed within 5–10 business days and credited back to your original payment method. Please note that shipping costs are non-refundable unless the return is due to our error.
Return Shipping
Customers are responsible for return shipping costs unless the item is faulty or incorrectly sent. We recommend using a trackable shipping service, as we cannot guarantee receipt of returned items.
Contact Us
If you have any questions about our refund policy, please don't hesitate to reach out to us at support@maison-velvetsa.store. We're here to help.