Widerrufsrecht
# Return & Refund Policy
At Maison Novaire, customer satisfaction is important to us. If you are not completely satisfied with your purchase, we are here to help.
## Return Eligibility
We accept eligible returns within 30 days of the delivery date.
To qualify for a return:
- Items must be unused, unworn, and in their original condition.
- All original packaging, tags, accessories, and included materials must be intact.
- Proof of purchase or order confirmation is required.
For hygiene and safety reasons, certain items are non-returnable, including:
- Beauty and cosmetic products
- Hair extensions, wigs, and personal-use items once opened or used
- Personalized or custom-made products
- Perishable goods
- Final sale or clearance items
Maison Novaire reserves the right to deny returns that do not meet the above conditions.
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## Return Request Process
To request a return, please contact us within the eligible return period at:
info@maisonnovaire.com
Please include:
- Your order number
- Reason for the return
- Photos or videos if the item is damaged, defective, or incorrect
Once approved, we will provide a Return Authorization (RA) along with detailed return instructions and the appropriate return address based on your region.
Returns sent without prior authorization may not be accepted.
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## Restocking Fee
Approved returns may be subject to a restocking fee of up to 20% depending on the condition of the returned item.
This fee helps cover:
- Product inspection
- Quality assurance checks
- Repackaging
- Restoration to sellable condition
The restocking fee may apply to:
- Change-of-mind returns
- Incorrect size or preference-based returns
- Opened or handled items
- Returns requiring additional processing
The restocking fee does not apply when:
- The item arrives damaged or defective
- The wrong item was delivered
- The item is significantly different from its description
Any applicable deduction will be communicated during the return review process.
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## Return Shipping Costs
Customers are responsible for return shipping costs unless the item received is:
- Damaged
- Defective
- Incorrect
- Not as described
We recommend using a trackable and insured shipping service, as Maison Novaire cannot guarantee receipt of items lost or damaged during return transit.
Original shipping charges are non-refundable unless the return is due to our error.
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## Refund Processing
Once your return is received and inspected, approved refunds are typically processed within 5–7 business days.
Refunds are issued to the original payment method used during checkout. Depending on your financial institution, additional processing time may apply before the refund appears in your account.
If you have not received your refund after 10 business days, please first check with your bank or card provider before contacting us.
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## Exchanges
We currently do not offer direct exchanges.
If you would like a different item, we recommend placing a new order once your approved return has been processed.
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## Order Cancellations
Orders may only be cancelled before shipment processing begins.
Once an order has been processed or shipped, it cannot be cancelled and must follow the standard return procedure.
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## European Union 14-Day Cooling-Off Period
For orders shipped to countries within the European Union, customers have the legal right to cancel or return their order within 14 days of delivery for any reason and without justification.
Returned items must remain unused, unworn, with original tags and packaging intact, and accompanied by proof of purchase.
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## Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us immediately at info@maisonnovaire.com with supporting photos or videos.
Upon verification, we will arrange a replacement, exchange, or full refund at no additional cost to you.
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## Refused or Undeliverable Packages
Packages returned due to refusal, failed delivery attempts, or incorrect shipping information provided by the customer may be subject to return shipping charges and applicable restocking fees.
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## Additional Information
Maison Novaire reserves the right to update or modify this policy at any time without prior notice.
For any questions regarding returns or refunds, please contact our support team at:
info@maisonnovaire.com