Return & Refund Policy

Return & Refund Policy

At Maison Salvara, we are committed to providing exceptional customer service and a seamless shopping experience.
This Return & Refund Policy is designed to offer clarity and protection for both our customers and our company. By placing an order with us, you automatically agree to the terms outlined below.

1. 100% Return Guarantee on New Products

We offer a full return guarantee on all non-sale, non-promotional, and standard-priced items, provided they meet all return conditions listed in this policy.

Sale items, promotional items, or discounted items are excluded from this guarantee.

2. No Refunds on Sale Items

Items purchased during a sale, clearance event, promotion, or with a discount code are final sale.

This means:

  • ❌ No refunds

  • ❌ No exchanges

  • ❌ No resizing claims

  • ❌ No exceptions

Please ensure accurate size selection before completing your purchase.

3. Return Shipping Costs

All return shipping costs are the sole responsibility of the customer, including:

  • International return shipping

  • Customs duties

  • Handling fees

  • Any additional transport charges

Maison Salvara does not reimburse any costs related to the return shipment.

4. Deadline for Return Notification

Customers must notify us of their intention to return an item within 30 days after receiving it.

  • Requests submitted after 30 days will not be accepted.

  • The item must be shipped only after receiving approval and the return instructions.

5. Exchanging Sale Products

Sale items cannot be exchanged under any circumstances, including incorrect sizing, preference changes, or color differences.

6. Replacement or Refund for Defective Items

We offer a 100% guarantee on manufacturing defects.

To qualify:

  • The defect must be clearly proven with photo and/or video evidence.

  • The defect must be a manufacturer error, not caused by handling, wear, or shipping.

If approved, customers may choose between:

  • A full refund, or

  • A replacement item

Maison Salvara may request the item to be returned or may approve the claim without a physical return, depending on the situation.

7. Return Process

To initiate a return:

  1. Email us at info@maisonsalvara.com with your order number and reason for return.

  2. Wait for approval and instructions. Unauthorized returns will not be processed.

  3. Upon approval, you will receive the supplier’s return address in China.

  4. Ship the item back at your own expense, including customs duties.

  5. A tracking number is mandatory. We do not process returns without valid tracking.

8. Mandatory Return Form

All returns must include a completed return form, which will be provided during the approval process.

  • Returns without a completed form cannot be processed.

  • Missing forms may lead to rejection or processing delays.

9. Refund Processing Time

Once the return has arrived at the supplier’s warehouse and passed inspection:

  • Refunds are issued within 14 days

  • Refunds are processed only to the original payment method

If the item fails inspection due to improper condition, the refund will be denied.

10. Situations Where Refunds May Be Declined

Maison Salvara reserves the right to refuse refunds in the following situations:

  • The item shows signs of wear or damage

  • The item is returned without tags or original packaging

  • The item has stains, odors, or signs of use

  • The return request was submitted after 30 days

  • The return package arrives without a tracking code

  • The return form is missing

  • The customer sends the return to the wrong address

  • The item is a sale or promotional product

11. Address, Order, and Shipping Errors

  • Customers are responsible for entering the correct shipping address.

  • Address mistakes must be reported within 24 hours after ordering.

  • After 24 hours, changes or cancellations cannot be guaranteed.

Maison Salvara is not responsible for:

  • Lost packages due to incorrect addresses entered by the customer

  • Delays caused by shipping carriers

  • International customs processing times

12. Risk Transfer

Once the order is shipped, risk transfers to the customer.

Maison Salvara is not liable for:

  • Delays caused by customs

  • Delivery issues caused by local postal services

  • Packages marked “delivered” by the carrier

If tracking shows the item as delivered, no refund will be issued.

13. Protecting Our Business

To ensure fair use and protect against abuse:

  • Bulk orders intended for “try on and return” are prohibited

  • Excessive returns may lead to restrictions on future orders

  • Fraudulent claims or chargebacks will be disputed with full documentation

Maison Salvara fully complies with European E-commerce laws and reserves the right to take legal action in cases of fraud.

14. Contact Information

For questions about returns or refunds, contact our support team:

📧 info@maisonsalvara.com

We aim to respond within 24–48 hours on business days.