Refund policy

We offer a 30-day return policy and aim to make returns as simple and transparent as possible. If you have any issues with your order, our friendly support team is here to help.

Returns are eligible within 30 days of delivery, for both defective and non-defective products, provided the item is new or only lightly tried. Unfortunately, we're unable to accept returns or exchanges requested after this period.

To be eligible for a return, your item must be in the same condition that you received it, complete with its original packaging and accessories. Unless the item is faulty or damaged, the cost of return shipping is the responsibility of the customer.

Your Statutory Rights (UK Consumer Law)

As a consumer in the United Kingdom, you have the right to cancel your purchase within 14 days of receiving your order, without giving any reason, under the Consumer Contracts Regulations 2013. In addition to this statutory right, we offer an extended 30-day return window as a matter of company policy.

To qualify for a full refund, the item(s) must be returned in their original packaging and in the same condition in which they were received. You may inspect and handle the product as reasonably necessary to determine its nature, characteristics and functioning. Where permitted by applicable law, refunds may be reduced to reflect any diminished value resulting from handling or use beyond what is reasonably necessary to inspect the product.

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, including your right to a repair, replacement, or refund where a product is faulty, not as described, or not fit for purpose.

How to Start a Return or Exchange

To initiate a return or exchange, please email hello@maisonsoreve.com within the return period. Include:

- Your order number
- The name and delivery address on the order
- Reason for return
- Clear photos of the item(s) in the original packaging

In some cases, we may request a short video to help assess the issue more accurately, for example, if the item appears damaged or faulty.

Our team will respond within 24–48 hours on business days and guide you through the next steps. All returns must be approved by Maison Soreve prior to shipping.

Please do not send items back without prior return approval. Unauthorised returns may be rejected or returned to the sender.

Return Address

We operate returns through our fulfilment partners. Once your return has been approved, we'll provide you with the correct return address for your order based on the reason for return.

Please do not send any items back before your return has been approved and you've received the return address from our team. Unauthorised returns sent without prior approval may be rejected or returned to sender.

Return Packaging Guidelines

To ensure a safe and acceptable return:

- Products must be returned in their original packaging, including all inserts and accessories
- Items must be securely repackaged to prevent damage during transit
- Returns sent without original packaging, or damaged due to poor handling, may be refused

Return Costs

- Returns are processed by post
- Return shipping costs are the responsibility of the customer
- No restocking fees are charged
- In the case of a defective, damaged, or incorrectly delivered product, we will fully reimburse all return costs

Defective or Damaged Products

Please inspect your order immediately upon receipt. If your item arrives damaged, defective, or incorrectly delivered:

- Take clear photos of the item and packaging
- Email the images and your order number to hello@maisonsoreve.com

We will arrange a free return, followed by a full refund or replacement. To help us resolve the issue quickly, please report any damage, defect, or delivery error within 48 hours of delivery. This does not affect your statutory rights under UK consumer law.

All defect claims are subject to review and must be supported by sufficient evidence. We reserve the right to decline refund or replacement requests where damage appears to result from misuse, wear and tear, or handling after delivery, and we may request a return for inspection. We do not accept liability for damage resulting from improper use, lack of care, or failure to follow product instructions.

Non-Returnable Items

For hygiene and safety reasons, the following cannot be returned unless faulty:

- Gift cards
- Personalised or custom-made products

Exchanges

If you would like a replacement for a faulty or damaged item, contact us at hello@maisonsoreve.com and we'll guide you through the process.

Incorrect or Incomplete Shipping Address

Please double-check your shipping address before placing your order. We ship to the address exactly as entered at checkout, and once an order has been dispatched the shipping address cannot be changed. If an order is returned to us due to an incorrect or incomplete address provided by the customer, it will be cancelled and refunded, and you can place a new order with the correct address. If an order is lost due to an incorrect or incomplete address provided by the customer, we may be unable to offer a refund or reshipment.

Order Cancellations

You can cancel your order free of charge as long as it has not yet been dispatched — please contact us as soon as possible. Once an order has been dispatched, it must be handled in accordance with this returns policy and your applicable consumer rights.

Refund Processing

Once your return is received and inspected, we will email you to confirm receipt and notify you of the approval or rejection of your refund.

- If approved, your refund will be processed to your original payment method. In accordance with your statutory cancellation rights, refunds are issued no later than 14 days after we receive your return or your valid cancellation notice.
- Refunds may take several additional business days to appear in your account, depending on your bank or payment provider.
- If your return is ineligible or incomplete, the item may be returned to you at your expense.

If you have not received your refund after the stated processing timeframe, please first check with your bank or card provider for any pending transactions, then contact us at hello@maisonsoreve.com and our support team will be happy to help.

Business Information

Company Name: Qevanoo GmbH T/A Maison Soreve
Business Registration No.: CHE-207.402.352
Registered address: Baarerstrasse 112, 6300 Zug, Switzerland
Email: hello@maisonsoreve.com
Phone: +44 7988 949724
Hours of operation: Monday to Friday, 10:00–18:00 CET
Response time: Within 24–48 hours