Return & Refund Policy
At Maison Lunavive, we want you to love your purchase. If, for any reason, you're not satisfied, we offer a simple and hassle-free return process.
Return Policy Overview
Return Window: You have 30 days from the day you receive your order to return items. Condition: Items must be unused, in their original condition, and returned with the original packaging, tags, and accessories.
Easy Returns: Our support team will assist you throughout the process. Restocking Fee: £0 - we do not charge any restocking fees for returns.
Returns must be sent to the return address provided in the return authorisation email. As we work with international fulfilment partners, the return location may differ from our registered business address.
Return Costs
For Defective or Incorrect Products: No cost to the customer. If your item arrives damaged, defective, or incorrect, please contact us with clear photos and/or a short video showing the issue. Based on the evidence provided, we will arrange either a full replacement or replacement parts at no additional cost to you.
If you do not wish to accept a replacement and prefer a full refund instead, the standard Change of Mind policy applies: the actual return shipping costs are your responsibility, shipping costs are non-refundable, and your refund will be processed after the item has been received and inspected at our warehouse.
For Customer Remorse (Change of Mind): The customer pays the actual return shipping cost. This applies when the customer orders the wrong item, it doesn't fit, or they no longer want it. Shipping costs are non-refundable.
How to Return an Item
- Contact Us: Email info@maisonlunavive.com with your order number and reason for the return.
- Pack Your Item: Repack the item securely in its original packaging, including all accessories, tags, and documents.
- Send It Back: Ship your return using the instructions provided in your return authorization email. You may use the carrier or shipping method recommended in that email.
Returns that are sent without prior authorisation may not be accepted by the warehouse.
Refund Process
A full refund is only issued after the returned item has been physically received at our warehouse and passed inspection. Refunds will not be processed on the basis of tracking information alone.
Inspection: Once we receive your return, we'll inspect the item to ensure it meets our return criteria. Inspection will be completed within 5 business days of receiving the return.
Refund Timing: After approval, your refund will be processed. It typically takes up to 7 business days for the refund to appear on your original payment method, depending on your bank or payment provider.
Exchanges
If you would like to exchange your item for a different size, color, or product, contact us at info@maisonlunavive.com and we will help you with a quick exchange.
Non-Returnable Items
For hygiene and safety reasons, some items are not eligible for return. These products will be clearly marked as non-returnable on their product pages.
Questions?
Visit our FAQs page at Frequently Asked Questions (FAQ) or contact our customer support team at info@maisonlunavive.com . We are always happy to help and committed to providing the best possible support.
Policy Acknowledgement
By placing an order on our website, customers acknowledge and accept the terms and conditions outlined in this Return & Refund Policy, including the return process, return eligibility requirements, and applicable return shipping costs where relevant.
Contact Information
Store name: Maison Lunavive is operated by Noorlich Retail B.V.
Address: Nevelgaarde 8, 3436ZZ Nieuwegein, The Netherlands (No return address)
Company Registration Number (KVK): 99207958
VAT Number: NL868866751B01
Email: info@maisonlunavive.com
Customer Service Hours: Monday-Friday, 09:00 - 17:00 (UK time)
Response Time: We aim to reply within 1-2 business days