Refund policy
At Maison Vela, customer satisfaction is our top priority. If you are not completely satisfied with your purchase, we're here to help.
🔄 Returns
You may request a return within 30 days of receiving your order.
To qualify for a return:
- The item must be unused, unworn, and in its original condition.
- The item must be returned in its original packaging.
- Proof of purchase (such as your order confirmation or receipt) is required.
To initiate a return, please contact us at support@maisonvila.com before sending your item back.
💸 Refunds
Once we receive and inspect your returned item, we will notify you of the status of your refund.
If your refund is approved:
- A refund will be issued to your original payment method.
- Please allow 5–10 business days for the refund to appear, depending on your bank or payment provider.
🚚 Return Shipping
- Customers are responsible for return shipping costs unless the item is defective, damaged, or the wrong product was received.
- Original shipping charges are non-refundable unless required by applicable law.
❌ Non-Returnable Items
The following items cannot be returned:
- Gift cards
- Personalized or custom-made products
- Final sale or clearance items
- Items showing signs of use or damage caused after delivery
📦 Damaged or Incorrect Orders
If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.
To help us resolve the issue quickly, include:
- Your order number
- A brief description of the issue
- Clear photos of the item and packaging
We will arrange a replacement or issue a full refund where appropriate.
📞 Contact Us
If you have any questions regarding returns or refunds, please contact us:
📧 Email: support@maisonvila.com
📞 Phone: 893-753-2621
📍 Address: 6399 San Ignacio Ave, San Jose, California 95119, United States