Refund policy

Your right to cancel (14 days)

You have fourteen days from the day you receive your parcel to cancel your order and request a refund, without giving any reason. For consumers resident in the United Kingdom, this right is provided by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

To cancel, simply tell us clearly by email at contact@maisonorvian.com before the deadline. You may use the model cancellation form in our Terms of Sale, but you do not have to. You must then send the item back within fourteen days of telling us.

For your return to be accepted:

• The item should be returned complete, with its packaging, accessories and instructions.
• You may handle the item as you would in a shop. We may only reduce your refund if the item's value has been reduced by handling beyond what is necessary to establish its nature, characteristics and functioning.
• Please include your invoice or order number in the parcel.

Return postage for a cancellation is paid by the customer.

Extended 30-day returns

In addition to your statutory right to cancel, Maison Orvian offers a commercial returns period of thirty days from delivery. This is in addition to, and does not replace, your legal rights. The conditions above apply in the same way.

Faulty or damaged items

If your parcel arrives damaged or an item is faulty, you can request a replacement or a refund. Email us at contact@maisonorvian.com with photos of the problem so we can deal with it quickly. In this case, we pay the return costs.

How to return an item

Before sending anything, email us at contact@maisonorvian.com with your order number. We will send you the return address and instructions within 48 working hours.

Please do not send your parcel before receiving these instructions: without them we cannot identify your return when it arrives.

Return costs

For a cancellation or a commercial return, return postage is paid by the customer. If the item is faulty, not as described or damaged on delivery, we cover the full return cost.

Your statutory rights

Regardless of the above, every item is covered by a two-year legal conformity guarantee, free of charge. If you live in the United Kingdom, your rights under the Consumer Rights Act 2015 also apply: goods must be of satisfactory quality, fit for purpose and as described. If an item is faulty, you may reject it for a full refund within 30 days of delivery. After 30 days, you are entitled to a repair or replacement, and if that is not possible or does not fix the problem, a refund or price reduction. You may make a claim for up to six years (five years in Scotland). These rights are not affected by this policy.

Refunds

We will refund you within fourteen days of receiving the item back (or of receiving evidence that you have sent it, if earlier), to your original payment method. Depending on your bank, it may then take 5 to 10 working days for the refund to appear on your account.