Refund policy

Return & Refund Policy

Last Updated: 11 August 2026

At Maison Avelon, we want customers to shop with confidence.

If your purchase is not quite right, this policy explains how eligible returns, refunds and exchanges are handled.

1. 30-Day Return Window

Maison Avelon provides a 30-day return period from the date of delivery for eligible products.

This is in addition to mandatory statutory rights that may apply.

For qualifying UK online purchases, consumers generally have a statutory 14-day period in which to notify a retailer that they wish to cancel, followed by a further period to send the goods back.

To qualify under our 30-day return policy:

  • The product must be unused and unworn

  • The product must not have been washed or altered

  • The product must remain in its original condition

  • Original tags must still be attached where applicable

  • Original packaging and accessories should be included

  • Proof of purchase or your order number is required

Items showing signs of wear, misuse, damage after delivery, washing or alteration may be refused unless the product is faulty and you have statutory rights relating to the fault.

2. Starting a Return

Before returning an item, contact:

Email: support@maisonavelon.com
Phone: +44 7737 141295

Please provide:

  • Your full name

  • Order number

  • Product you wish to return

  • Reason for the return

  • Photographs where the product is damaged, faulty or incorrect

Our customer service team will provide the appropriate return instructions and return address.

Do not return products without first contacting us.

Sending an item to an incorrect or unauthorised address may delay the return process.

3. Return Shipping Costs

For returns caused by:

  • Change of mind

  • Incorrect size selection

  • Colour preference

  • Personal preference

the customer is responsible for the return shipping costs, except where applicable law requires otherwise.

For verified faulty, damaged, defective or incorrect products, Maison Avelon will provide an appropriate solution and cover or reimburse reasonable return costs where required.

We recommend using a tracked delivery method for customer-funded returns.

4. Refunds

Once your returned product has been received and inspected, we will notify you of the outcome.

Approved refunds under our voluntary return policy are generally processed within 5–7 business days.

Refunds are issued to the original payment method.

Your bank or payment provider may require additional time before the refund appears in your account.

Where statutory refund deadlines apply, Maison Avelon will process the refund within the legally required timeframe. UK distance-selling rules impose specific refund deadlines following qualifying cancellations.

5. Original Shipping Costs

Where you simply change your mind under our voluntary 30-day return policy, enhanced or additional delivery costs may not be refundable except where required by law.

Where statutory cancellation rights apply, any required refund of standard outbound delivery costs will be handled in accordance with applicable consumer law.

6. Exchanges

We accept eligible exchanges for another:

  • Size

  • Colour

subject to stock availability.

Contact our support team before returning the item.

We cannot reserve or guarantee replacement stock while your return is in transit.

If the requested replacement is unavailable, you may return the original product for a refund and place a new order.

7. Faulty, Damaged or Incorrect Products

Please inspect your order after delivery.

If you receive an item that is:

  • Faulty

  • Damaged

  • Defective

  • Incorrect

contact us as soon as possible.

Please provide:

  • Order number

  • Description of the problem

  • Clear photographs or video of the product

  • Photographs of the packaging where relevant

Depending on the circumstances and your legal rights, we may provide:

  • A replacement

  • Repair where appropriate

  • Full refund

  • Partial refund

  • Another suitable remedy

UK consumer law provides additional statutory remedies for products that are faulty, not as described or otherwise fail required standards, including a short-term right to reject qualifying faulty goods.

8. Order Cancellations

You may request an order cancellation within 2 hours of placing your order.

Email us immediately at:

support@maisonavelon.com

We cannot guarantee cancellation after the order has entered processing, fulfilment or shipment.

This operational cancellation window does not remove any statutory cancellation right that may apply after delivery.

9. Non-Returnable Products

Certain products may not qualify for voluntary returns, including where applicable:

  • Personalised or customised products

  • Hygiene-sensitive products after seals have been removed

  • Underwear or intimate products where hygiene protection has been removed

  • Products that have been worn, washed or altered

  • Products damaged through misuse

  • Gift cards

  • Products clearly sold as non-returnable where legally permitted

These exclusions do not override mandatory rights relating to faulty or misdescribed products.

10. Missing Refunds

If we have confirmed that your refund has been processed but it has not yet appeared:

  1. Check your bank or payment account.

  2. Contact your bank, card issuer or payment provider.

  3. Allow for their standard processing period.

If you still cannot locate the refund, contact support@maisonavelon.com.

11. Consumer Rights

Nothing in this policy limits mandatory consumer rights.

Where a statutory right provides greater protection than our voluntary return policy, the statutory right will apply.

12. Company Information

Maison Avelon

Chamber of Commerce (KvK) Number: 96603585

Van Manenerf 14
3907 MA Veenendaal
Utrecht
Netherlands

13. Customer Support

Email: support@maisonavelon.com
Phone: +44 7737 141295

Customer Service Hours — UK Time:

Monday–Friday: 9:00 AM–7:00 PM
Saturday–Sunday: 10:00 AM–4:00 PM

We aim to respond within 24 hours on business days.