Refund policy

Last updated: September 12, 2026

Maison Velume wants every order to arrive as expected. If something is wrong with your order or you would like to request a return, contact us at hello@maisonvelume.com and we’ll help you through the process.

Damaged, defective, incomplete, or incorrect items

If your item arrives damaged, defective, incomplete, or different from what you ordered, please contact us as soon as reasonably possible and include:

• Your order number
• Clear photos or video showing the issue
• A photo of the full product
• Photos of the packaging and shipping label when relevant
• Any other information reasonably needed to verify the issue

Once the issue has been verified, a full refund will be issued to your original payment method within 24 hours.

You will not be required to return a damaged, defective, incomplete, or incorrect product. There are no return shipping costs or processing fees.

Your bank, card issuer, or payment provider may take additional time to post the refund after Maison Velume has issued it.

We may request reasonable additional evidence when the information provided does not clearly establish the issue. This helps us properly review the claim and resolve it as quickly as possible.

Please keep the product and its packaging until your claim has been reviewed. Once your refund has been approved, you may dispose of the product unless our support team tells you otherwise.

Changed your mind? 30-day returns

If there is nothing wrong with the product but you simply changed your mind, you may request a return within 30 days of delivery.

To qualify, the item must be:

• Unused
• Uninstalled
• Unwired
• Unassembled
• Unmodified
• In the same condition in which it arrived
• Returned with its original packaging, protective materials, parts, manuals, and accessories

The 30-day period begins on the carrier-confirmed delivery date.

For change-of-mind returns, the customer is responsible for return shipping costs.

Approved returns must be sent to the U.S. return address provided by our support team. You will receive the correct return address and instructions after your return request has been reviewed.

Once the returned product has been received and inspected, the approved refund will be issued to your original payment method.

How to start a change-of-mind return

Email hello@maisonvelume.com with:

• Your order number
• The email address used at checkout
• The product you wish to return
• A short reason for the return

We may request photos of the product and packaging before approving the return so we can confirm its condition and provide the appropriate return instructions.

Do not send an item back before receiving return authorization from Maison Velume. Once your return is approved, our support team will provide the U.S. return address and any instructions needed for your shipment.

Return packaging

Returned products must be securely packed using their original inner and outer packaging, protective inserts, and included components.

Because many Maison Velume products are large or fragile, we recommend using a tracked shipping service and appropriate shipping insurance for change-of-mind returns.

Damage that occurs during the return because of inadequate packaging may affect refund eligibility.

Natural materials and finish variation

Natural materials including stone, travertine, marble, alabaster, wood, ceramic, glass, and hand-finished metal may naturally vary in tone, veining, texture, pattern, dimensions, and small surface details.

These characteristics are not considered defects when they fall within the normal variation shown or described for the product.

Screen settings, photography, surrounding light, and bulb color temperature may also affect how colors and finishes appear.

If you believe the product you received falls outside normal variation or materially differs from its description, contact us and we will review it under our damaged, defective, or incorrect-item process.

Items not eligible for change-of-mind returns

Change-of-mind returns cannot be accepted for:

• Installed, wired, assembled, modified, or used products
• Custom, made-to-order, or personalized products where identified before purchase
• Final-sale items where identified before purchase
• Gift cards
• Products damaged after delivery
• Products returned without required original packaging or components
• Other products clearly identified as non-returnable before purchase

These restrictions do not remove any rights you may have when an item arrives damaged, defective, incomplete, incorrect, or otherwise qualifies for remedies under applicable law.

Cancellations

If you need to cancel an order, email hello@maisonvelume.com as soon as possible.

We will attempt to cancel the order before processing or fulfillment begins. Once an order has entered preparation, production, fulfillment, or shipment, cancellation may no longer be possible.

Exchanges

Maison Velume does not currently process direct exchanges.

If you change your mind about a product, you may complete an eligible return and place a new order separately.

If the original product is damaged, defective, incomplete, or incorrect, contact us instead so the issue can be handled under our refund process.

Refund timing

For verified damaged, defective, incomplete, or incorrect products, Maison Velume will issue the refund within 24 hours of approval.

For change-of-mind returns, the refund is issued after the returned product has arrived at our U.S. return location and has been inspected.

All refunds are sent to the original payment method.

After we issue a refund, your bank, card issuer, or payment provider may require additional processing time before the funds appear in your account.

Nothing in this policy limits any rights or remedies that cannot be limited under applicable consumer-protection law.