Refund policy
Final Sale & Order Cancellations
Final Sale Policy
Due to the hygienic nature of our products, all Maison Velure items are final sale.
We do not accept returns or exchanges under any circumstances once an order has entered processing or fulfillment.
Order Processing
An order is considered in processing once any of the following actions have begun:
- Order confirmation and preparation
- Inventory allocation or sourcing
- Unit preparation, customization, or quality checks
- Preorder production or fulfillment scheduling
Once an order enters processing, it cannot be cancelled, modified, or refunded.
Order Cancellations
Orders may be cancelled for a full refund only before processing begins.
Once processing has started, the order becomes final sale and is no longer eligible for cancellation, refund, or exchange.
Preorder Items
Preorder items are offered for purchase prior to being in stock.
- Estimated processing time is 7–10 business days before shipping or local pickup
- Preorder orders may be cancelled for a refund only before processing begins
- Once a preorder item enters processing or production, the order is final sale
Defective Merchandise
If you believe you have received an item with a manufacturing defect, verified upon review, you must contact Maison Velure within 48 hours of delivery or confirmed pickup.
Defect claims must be submitted via email and include:
- Clear photos and/or video of the item in its original, unaltered condition
- The order number associated with the purchase
Inspection Responsibility
Customers are responsible for inspecting all items immediately upon delivery or pickup and prior to installation, customization, or wear.
Manufacturing defects, if present, are typically identifiable before the hair is altered or installed.
Exclusions (Not Considered Manufacturing Defects)
The following are not considered manufacturing defects:
- Normal or minimal shedding
- Issues caused by installation, cutting, coloring, bleaching, chemical processing, or styling
- Damage caused by improper care, maintenance, or product use
- Alterations performed by a stylist or third party
Claim Review & Resolution
If a defect claim is approved, Maison Velure will determine the appropriate resolution, which may include replacement or store credit.
Refunds are not guaranteed and are issued only when required by applicable law or when a replacement or store credit is not deemed appropriate. Approved refunds are processed to the original payment method.
Buy Now, Pay Later (BNPL)
Orders placed using Buy Now, Pay Later services, including Afterpay, Klarna, etc. are subject to the same final sale, processing, cancellation, and defect policies as all other purchases.
Approved refunds, if applicable, are issued through the original BNPL provider in accordance with their terms.
Chargebacks & Disputes
We encourage customers to contact Maison Velure directly before initiating a chargeback or payment dispute.
Maison Velure reserves the right to submit all relevant documentation, including accepted policies and delivery or pickup confirmation, to the payment processor for review.
Contact
For questions or defect claims, please contact:
Email: admin@maisonvelure.hair