Return and Refund Policy

Return & Refund Policy

Maison Velline
Effective Date: June 24, 2026
Last Updated: July 30, 2026

Maison Velline is owned and operated by Truee Ventures LLC (“Maison Velline,” “we,” “us,” or “our”).

We want you to love your Maison Velline jewelry. If something is not right, this policy explains how returns, exchanges, and refunds work.

By purchasing from us, you agree to the terms below. Nothing in this policy limits any non-waivable rights you may have under applicable consumer-protection laws.

1. Return Window

We accept eligible returns requested within 30 days after the delivery date.

To qualify for a return, an item must be:

Unworn and unused.
In its original condition, with no signs of wear, damage, alteration, or misuse.
Returned in its original packaging, including the jewelry box, pouch, and protective materials where applicable.
Accompanied by the order number or other proof of purchase.

Returns requested after the 30-day return period may be declined. At our discretion, we may offer store credit for a late return, but we are not obligated to do so unless required by applicable law.

2. Non-Returnable Items

Unless defective, damaged upon arrival, incorrect, or otherwise required to be accepted under applicable law, the following items cannot be returned:

Earrings: Final sale for hygiene reasons.
Final-sale or clearance products: Products clearly marked as final sale when purchased.
Gift cards.
Customized or personalized products.
Altered products: Products showing signs of wear, resizing, repair, modification, or alteration.
Unauthorized returns: Products returned without first receiving return authorization from us.

3. How to Start a Return

To request a return:

Email support@maisonvelline.com within 30 days after delivery.
Include your order number, the product you wish to return, and the reason for the return.
Wait for our team to provide return authorization and return instructions.
Securely pack the product in its original packaging.
Send the return using a tracked shipping service and retain your shipping receipt and tracking information.

We generally respond to return requests within one to two business days.

Do not mail a product to our business address or any other address unless that address is specifically provided in your return instructions. Unauthorized returns may be refused, delayed, or returned to the sender.

We are not responsible for return packages that are lost, damaged, or delayed during transit.

4. Return Shipping Costs

Customer-Preference Returns

For returns involving a change of mind, style preference, sizing preference, or another reason not caused by our error, the customer is responsible for return shipping costs.

Defective, Damaged, or Incorrect Products

If the return is caused by a defective, damaged, or incorrect product, we will cover reasonable return shipping costs by providing a prepaid return label or another approved shipping arrangement.

Do not purchase return postage expecting reimbursement unless we have authorized the shipping method and cost in writing.

Original Shipping Costs

Original outbound shipping charges are non-refundable unless:

The return is caused by our error.
The entire order is defective or incorrect.
Applicable law requires the shipping charge to be refunded.

5. Refunds

After we receive and inspect an authorized return, we will notify you by email whether the refund has been approved or denied.

Approved refunds will generally be issued to the original payment method within five to ten business days after approval.

Your bank, card issuer, or payment provider may require additional time to post the refund to your account. We do not control these external processing times.

Refunds are issued only for the amount actually paid for the returned product, after applying any discounts, credits, or promotional adjustments.

Ineligible Returns

A return may be denied or reduced if the product:

Shows signs of wear, use, damage, alteration, or misuse.
Is missing packaging, accessories, or included promotional products.
Is returned outside the applicable return period.
Is identified as a non-returnable product.
Was not authorized before being mailed.

Where permitted by law, an ineligible return may be sent back to you at your expense. In some circumstances, we may offer partial store credit at our discretion.

If more than 15 business days have passed since we confirmed that your refund was processed, contact us at support@maisonvelline.com.

6. Exchanges

To request an exchange, contact support@maisonvelline.com within 30 days after delivery.

Exchanges are subject to product availability. We cannot guarantee that another size, color, design, or style will remain available while your return is in transit.

When an exchange product is unavailable, we may offer:

A refund to the original payment method.
Store credit.
A comparable replacement selected with your approval.

In many cases, the fastest way to receive another product is to return the original item for a refund and place a separate order.

Unless the exchange is caused by our error or a defective product, the customer may be responsible for return and replacement shipping costs.

7. Defective, Damaged, or Incorrect Products

Inspect your order promptly after delivery.

If a product arrives defective, damaged, or different from what you ordered, contact us within seven days after delivery at support@maisonvelline.com.

Include:

Your order number.
A description of the problem.
Clear photographs or video of the product.
Photographs of the shipping package and label where relevant.

After reviewing the claim, we may provide:

A replacement product.
A full or partial refund.
Store credit.
Another appropriate resolution.

Eligible defective, damaged, or incorrect products will be resolved without additional return shipping charges to you.

Claims submitted after seven days may still be reviewed, but the available resolution may depend on product inspection, shipping-carrier requirements, and the circumstances of the claim.

Do not discard a damaged product or its packaging until we confirm that doing so will not affect your claim.

8. Late or Missing Refunds

If an approved refund does not appear in your account:

Review your bank account or card statement again.
Contact your bank, card issuer, or payment provider to ask about pending refund processing.
Confirm that you are checking the original payment method used for the purchase.
Contact us at support@maisonvelline.com if the refund still cannot be located.

We will review the transaction and, where necessary, investigate with our payment processor.

9. Sale Products, Bundles, and Promotions

Unless clearly marked as final sale, discounted products may be returned under the same eligibility requirements as regularly priced products.

Refunds are based on the amount actually paid, not the original or comparison price.

When a purchase includes a discount, bundle, free product, gift-with-purchase, buy-one-get-one promotion, or another conditional offer:

The refund may be recalculated based on the products you keep.
The value of a free or discounted product may be deducted from the refund if it is not returned.
Returning only part of a qualifying order may cause the remaining products to be repriced at their regular or non-promotional price.
All products included in a promotional bundle may need to be returned together to receive a full refund.

Promotional discounts have no cash value and cannot be refunded separately.

10. Gifts

If a product was designated as a gift when purchased and shipped directly to the recipient, an eligible return may be issued as store credit to the gift recipient.

If the order was not designated as a gift, any approved refund will be issued to the original purchaser’s payment method.

We do not issue cash refunds to gift recipients unless required by law.

11. Refused, Undeliverable, and Returned Packages

You are responsible for providing an accurate and complete shipping address.

If an order is refused, unclaimed, undeliverable, or returned because of an incorrect address, we may deduct the following from any refund where permitted by law:

Original shipping charges.
Return-to-sender fees.
Customs charges.
Carrier handling fees.
Additional shipping expenses incurred by us.

A refund will not be processed until the returned package has been received and inspected.

12. Order Cancellations

We cannot guarantee cancellation after an order has been submitted. Orders that have entered processing, fulfillment, or shipment may no longer be cancelled.

If an order cannot be cancelled, you may request a return after delivery, subject to this policy.

13. Chargebacks and Payment Disputes

Please contact us before initiating a chargeback or payment dispute so we have an opportunity to investigate and resolve the issue.

Nothing in this section prevents you from exercising legitimate rights through your bank, credit-card issuer, payment provider, or applicable law.

Submitting false information or misrepresenting an authorized purchase as unauthorized may result in account restrictions or other lawful action.

14. Consumer Rights

This policy does not exclude, restrict, or replace any warranty, consumer guarantee, cancellation right, refund right, or other remedy that cannot legally be waived.

Depending on where you live, applicable consumer-protection laws may provide rights in addition to those described in this policy.

Where applicable law provides greater protection than this policy, the applicable law will control.

15. Changes to This Policy

We may update this Return & Refund Policy from time to time to reflect changes to our business practices, products, or legal obligations.

When changes are made, the “Last Updated” date at the top of this policy will be revised.

Changes apply to purchases made on or after the updated policy becomes effective unless applicable law requires otherwise.

16. Contact Us

For questions about a return, exchange, or refund, contact us at:

Maison Velline
Owned and operated by Truee Ventures LLC
8206 Louisiana Blvd NE, Ste A-8992
Albuquerque, NM 87113
United States

Email: support@maisonvelline.com
Phone: 302-364-5837