Maison Lunavive – Returns and Refunds Policy
Last Updated: 31-10-2025

Thank you for shopping at Maison Lunavive. Our Returns and Refunds Policy is designed to be transparent and straightforward. Please review the guidelines below regarding eligibility, processes, and deadlines for returns, refunds, and exchanges.

Scope and Contact Details

For any questions regarding returns and refunds, please contact us via:

Email: support@maisonlunavive.com
Phone: +31 6 39139452
Hours: Monday to Friday, 09:00 AM – 05:00 PM

Policy Review

Return period: Products can be returned within 30 days from the date of delivery.
Refund Processing Time: Refunds are processed within 10 business days of receiving and inspecting the returned item.
Return shipping costs: The customer is responsible unless the product is faulty or incorrect.

Cancellation of Orders

You may cancel your order within two hours of purchase by contacting our customer service team.
If your order has already shipped, please follow the instructions in the Returns Instructions section below.

Return Policy

We offer returns under the following conditions:

Return period: Products can be returned within 30 days from the date of delivery.
Product condition: Items must be unused, in their original condition, with all tags attached, and in the original packaging.
Proof of Purchase: A receipt or proof of purchase is required for all returns.
Exceptions: Certain items such as personalized products or hygiene-sensitive items (e.g., underwear) cannot be returned unless unopened and unused.

Return Instructions

To start the return process:

1. Contact customer service: Send an email to support@maisonlunavive.com with your order number, reason for return, and photos if applicable.

2. Receive a Return Authorization: Our team will review your request and send you authorization with further instructions.

3. Prepare the package: Carefully package the product along with all tags, original packaging, and the Return Authorization form.

4. Send your package: Use a reliable courier with tracking. Return shipping is the customer’s responsibility unless the product is faulty or incorrect.

European Union 14-Day Cooling-Off Period

If the merchandise is shipped into the European Union, you may cancel or return your order within 14 days for any reason, without justification. Items must be in the same condition as received: unworn, unused, with tags, and in original packaging. Proof of purchase is required.

Refund Policy

We will notify you once we’ve received and inspected your return. If approved, your refund will be issued to your original payment method within 10 business days.
Please note that banks and credit card companies may take additional time to process the refund.
If more than 15 business days have passed since your refund was approved, please contact us at support@maisonlunavive.com.

Exchange Policy

We offer exchanges for faulty or incorrect items. Contact us within 30 days of delivery and we will cover return shipping for eligible exchanges.
If you selected the wrong size, please follow the return process and place a new order for the correct size.

Exceptions and Special Cases

Defective or Damaged Products: If your product arrives damaged or defective, contact us within 48 hours. We will arrange a free return and offer either an exchange or a full refund.
Wrong Product: If you receive the wrong item, contact us — we will cover the return shipping and send the correct item promptly.
Lost Packages: If your package does not arrive within the estimated delivery timeframe, please contact us so we can initiate an investigation with the carrier.

Lead Time

Return period: Products can be returned within 30 days from the date of delivery.
Refund processing: Refunds are processed within 10 business days after receiving and inspecting the returned product.

Return Address

Freight elevator No. 2 on the west side of the 3rd floor, 1st floor up
Yuantong Express, No. 409
Suxi Yiwu Town
Postal code: 310000
Province: Zhejiang
Region: Zhejiang
China

Contact Information

If you have further questions or need assistance with returns or refunds, please contact:

Maison Lunavive
Email: support@maisonlunavive.com
Phone: +31 6 39139452
Hours: Monday to Friday, 09:00 AM – 05:00 PM
Address: Avenue Concordia 18D, 3062 LH Rotterdam, Nederland
Company Name: KWality Commerce
KVK: 89254716
BTW: NL004708948B05