Refund policy

Last updated: 28/11/2025

Thank you for shopping with Maison Andeve.
We want you to be happy with your purchase.
This Return & Refund Policy explains your rights under UK consumer law and how we handle returns, exchanges, and refunds for purchases made on maisonandeve.com.

1. Your Right to Cancel (14-Day Cooling-Off Period)

Under the Consumer Contracts Regulations 2013, UK customers have the right to cancel their order within 14 days of receiving it.

To exercise this right, you must notify us in writing (email is fine) within 14 days of delivery.

Cooling-off period does NOT apply to:

Personalised or custom-made items

Beauty, skincare, or cosmetic products that have been opened, unsealed, or used (for hygiene reasons)

If your item is eligible, you have an additional 14 days (28 days total) to return it to us.

2. Returns (UK Customers)

We accept returns on unopened, unused, and sealed products in their original condition.

Returns must be initiated within:

14 days of receiving the order (change of mind)

30 days if the product is faulty, damaged, or not as described

To start a return, contact us at:
andry_ivan@yahoo.com

Please include:

Your name

Order number

Item(s) you want to return

Reason for return

Photos if the item is damaged or faulty

3. Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns of:

❌ Opened skincare, lotions, deodorants, balms, oils
❌ Used or tested cosmetic products
❌ Products where seals, safety films, or packaging have been removed
❌ Custom or personalised orders
❌ Sale or clearance items (unless faulty)

This follows UK hygiene legislation for cosmetic goods.

4. Faulty, Damaged or Incorrect Items

If your product arrives:

Faulty

Damaged

Leaking

Incorrect

You are entitled to a free replacement or full refund under the Consumer Rights Act 2015.

Please email us within 30 days of delivery with photos of the issue.

We will cover return postage for faulty or incorrect items.

5. Refunds

Once we receive and inspect your return, we will notify you of the approval status.

Approved refunds are issued to your original payment method within:

5–10 business days

Refunds may take longer depending on your bank or payment provider.

Postage costs are refundable only for damaged, faulty, or incorrect orders.

6. Exchanges

We only replace items if they are:

Defective

Damaged

Sent in error

Due to hygiene regulations, we do not offer exchanges for opened or used skincare products.

7. Return Shipping Costs

For change-of-mind returns:

Customer pays return postage

We recommend using a tracked service

For damaged/faulty items:

Maison Andeve covers the postage

8. Lost or Undelivered Returns

We cannot refund returns lost in transit.
We recommend using a tracked shipping service and keeping proof of postage.

9. Contact Us

For returns, cancellations or refund questions, contact us:

📧 contact@maisonandeve.com
🌐 maisonandeve.com

We aim to respond within 1–2 business days.