Refund policy
Refund and Return Policy
We want every order from Maison Val de Loire to arrive correctly and in good condition. This policy explains our product-specific guarantee, returns, damaged orders and refunds.
30-Day Royale de Loire Guarantee
The 30-day full money-back guarantee applies only to:
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Royale de Loire — Plumping Jelly Mask
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Royale de Loire — Plumping Jelly Mask Duo
If Royale de Loire is not right for you, contact us within 30 calendar days of delivery at support@maisonvaldeloire.com.
Your request must include:
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Your full name
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Order number or the phone number used for the order
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A clear photograph of the jar and remaining product
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A short explanation of your experience
No physical return is required for an approved Royale de Loire satisfaction claim.
An approved refund includes the amount paid for the eligible Royale de Loire product and any original delivery charge paid on the order. Other products included in the same order are not covered by the Royale de Loire guarantee.
The guarantee is limited to one satisfaction claim per customer, household and order. Maison Val de Loire may reject duplicate, fraudulent or abusive claims.
Botanical Soaps and Other Personal-Care Products
The 30-day Royale de Loire guarantee does not apply to botanical soaps or other products.
For hygiene and safety reasons, opened, used or altered personal-care products cannot be returned because of a change of mind.
An unopened and unused product may be requested for return within 10 calendar days of delivery, provided it remains in its original packaging and in resalable condition. Please contact support@maisonvaldeloire.com before returning anything. Returns sent without approval may not be accepted.
For an approved change-of-mind return, the customer is responsible for the return-delivery cost. The original delivery charge is not refundable.
Damaged, Defective or Incorrect Orders
Please inspect your order when it arrives.
If an item arrives damaged, defective or different from what you ordered, contact support@maisonvaldeloire.com as soon as possible, preferably within 48 hours of delivery.
Include:
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Your name and order information
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Clear photographs or video of the product
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Photographs of the packaging and delivery label
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A description of the issue
After reviewing the claim, we will provide an appropriate solution, which may include a replacement or refund. Nothing in this policy limits rights that cannot legally be excluded under applicable consumer-protection law.
Order Cancellation
Contact us as quickly as possible if you need to cancel an order.
If the order has not been prepared or handed to the delivery company, we will attempt to cancel it. Once an order has been dispatched, cancellation may no longer be possible.
Refund Method and Timing
Approved refunds are issued through Whish Money, OMT or another mutually agreed local transfer method.
Please allow 5–10 business days after approval for the refund to be processed. The time required for the funds to become available may depend on the selected transfer provider.
Maison Val de Loire is not responsible for delays caused by incorrect payment information supplied by the customer.
Contact
For returns, order issues or refund requests, contact:
Please do not send products back without contacting us and receiving return instructions first.