Welcome to Maison Vivi. The home of naturally scented candles and melts.

Refunds

We hope your are happy with your purchase from us, but if you change your mind, you are eligible for a refund within 14 days of receiving your product. Notification of the cancellation must be received in writing within 14 working days; starting from the day after the goods are received to hello@maisonvivi.co.uk. Returns are only accepted on full price goods and not on discounted items. You are responsible for return delivery costs and we highly recommend a tracked service, as we cannot be held responsible for non delivery of returns.  Before arranging your return, please contact us for a return reference, as you will need to include this on the outer packaging.

Important – Every product must be returned unused, in its original packaging, unopened and undamaged and the product is in a full resaleable condition. All returns should be wrapped securely using the same packaging they were received in, to ensure the goods are received back in their original condition. The return reference should be clearly displayed on the exterior label. Maison Vivi reserves the right to refuse a refund/exchange for damages caused by insufficient packaging.

Please note that we are unable to take returns on products not purchased online directly from Maison Vivi. If you purchased a product at one of our authorised stockists, please contact them directly for return information.

Please note that return delivery costs will be the customer’s responsibility and will be reimbursed by us only in the case of damaged, faulty or incorrectly supplied goods.

Any complimentary items received in your order will also need to be returned at the same time.

Refund Processing

All returned goods will be examined upon receipt and provided the packages are unopened and in a full resalable condition, then we will accept your return and process a refund for you. Once a return has been accepted, refunds will be applied against the original payment method no later than 14 working days from the date the return is received and you will be notified via email of the refund. If a return is not accepted due to opened or damaged packaging, you will have the option of having the item returned to you, or accepting a reduced refund amount.

Delivery Damages

Every precaution is made to make sure your item arrives to you in perfect condition. Sometimes things can happen during delivery which is out of our control but we are here to help should there be any problems. 

In the first instance, all damages must be reported to us within 24 hours of receipt and we ask that you take photos of the damage and email them to: hello@maisonvivi.co.uk. We will be in touch no later than 48 hours after receipt of email. If on receipt of the photos provided, we conclude that the damage was caused in transit, we will replace the item for you. An alternative product may be offered in cases where a product is no longer available or out of stock, or you can opt for a refund if you do not wish to accept an alternative or wait for a restock to be sent out to you.

Refund on damages cannot be issued without clear, photographic evidence submitted as outlined above.

When returning, please contact us to obtain a reference and a return label.

Updated: January 2021

Updating…
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