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ProLift 4-in-1 Facial Lifting Tool

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Refund policy

We want you to be happy with your device. If something is not right, or you simply change your mind, you have 30 days from delivery to send it back.

Your Rights Under UK Consumer Law

You have the right to cancel your order within 14 days of receiving it, without giving a reason, under the Consumer Contracts Regulations 2013. You then have a further 14 days to send the item back to us.

On top of that statutory right, we give you a 30-day return window as a matter of company policy.

If a product is faulty, not as described, or not fit for purpose, you have the right to reject it for a full refund within 30 days of delivery under the Consumer Rights Act 2015, and a right to a repair or replacement after that. Nothing in this policy affects those rights.

What You Can Return

You can return your device within 30 days of delivery, whether it is faulty or not.

You are welcome to unpack it and try it, in the same way you would handle a product in a shop. Trying it does not affect your right to send it back.

Please return it complete, with its original packaging, inserts and accessories.

If the device has been handled more than is needed to check how it works, we may reduce the refund to reflect the drop in value. We will always tell you before we do that, and explain why.

How to Start a Return

Email hello@maisonsoreve.com within 30 days of delivery and include:

  • Your order number
  • The name and delivery address on the order
  • Whether the item is faulty or you have changed your mind

If the item is damaged or faulty, a couple of clear photos of the item and its packaging usually tell us everything we need.

We reply within 24 to 48 hours on business days.

Where to Send Your Return

We work with fulfilment partners, so the correct return address depends on where your order was dispatched from. We will send it to you in our reply, within 24 to 48 hours of your email.

Please wait for that address before posting anything. It is the only way we can match your parcel to your order, and a return that arrives at the wrong location is much harder to trace, which delays your refund.

Packing Your Return

  • Use the original packaging, including all inserts and accessories
  • Pack it securely so it survives the journey
  • Keep your proof of postage until your refund has arrived

Return Costs

  • If you are returning because you changed your mind, return postage is yours to cover
  • If the item is faulty, damaged, or we sent the wrong thing, we cover the full cost of the return
  • We never charge a restocking fee

If Your Order Arrives Damaged or Faulty

Please check your order when it arrives. If anything is damaged, faulty, or not what you ordered:

We will arrange a free return and then a full refund or a replacement, whichever you prefer.

Telling us quickly helps us sort it out faster, ideally within a few days of delivery. Your statutory rights apply regardless of when you get in touch.

Where damage appears to have happened after delivery through misuse or normal wear, we may ask to inspect the item before refunding. We will explain our reasoning if that happens.

Items We Cannot Take Back

For hygiene reasons, the following cannot be returned unless they are faulty, damaged, or not as described:

  • Gift cards
  • Personalised or custom-made items
  • Conductive gel, once the seal has been broken

Devices can be returned within 30 days of delivery, used or unused, under the terms above.

Exchanges

We do not offer exchanges for a change of mind. Return the item for a refund and place a new order instead.

If your item is faulty, damaged or incorrect, contact us and we will arrange a replacement.

Changing or Cancelling an Order

We start processing orders quickly, so we cannot always stop one before it is dispatched. Email us as soon as you can and we will do what we can to catch it.

If your order has already gone out, you still have your full right to cancel within 14 days of delivery under the Consumer Contracts Regulations 2013, alongside the 30-day return window in this policy.

If Your Delivery Address Is Wrong

Please check your address before you order. We ship to the address exactly as entered at the checkout, and once a parcel is dispatched the address cannot be changed.

If a parcel comes back to us because the address was incomplete or incorrect, we will cancel and refund the order, and you are welcome to reorder with the correct details. If a parcel is lost because the address was wrong, we may not be able to refund or resend it.

How Refunds Work

Once your return reaches us and we have checked it, we will email you to confirm.

  • Approved refunds go back to your original payment method. Where you have cancelled under your statutory rights, we refund within 14 days of receiving your return, or within 14 days of you showing proof that you have sent it, whichever comes first.
  • Your bank or payment provider may take a few more days to show the money in your account.
  • If a return does not meet the terms above, we will contact you to explain why before sending it back to you.

If your refund has not arrived after that, check with your bank for pending transactions first, then email hello@maisonsoreve.com and we will chase it up.

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
Customer Support Hours: Monday to Friday, 9:00 AM–5:00 PM (UK time)
Response time: Within 24–48 hours