Politique de retour

Return Policy

Last updated: May 6, 2026

At Maison Velour Paris, we are committed to providing a premium shopping experience. This return policy outlines your legal rights and our procedures in accordance with current EU and UK consumer protection regulations.

1. Legal Right of Withdrawal (EU / EEA)

If you purchased your product online, you have the right to withdraw without giving any reason within 14 calendar days from the date of receipt, in accordance with EU Directive 2011/83/EU.

To exercise this right, notify us within 14 days by email to contact.velourparis@gmail.com, stating your full name, order number, and your intention to return the product. Once your request is confirmed, you have an additional 14 days to return the item.

Unless otherwise specified, return shipping costs are the responsibility of the customer, unless the item is defective or an error is attributable to us.

2. Eligibility for Returns

⚠️ Important Note — Hygiene and Beauty Products

In accordance with Article 16(e) of Directive 2011/83/EU, the right of withdrawal does not apply to products unsealed after delivery which cannot be returned for hygiene or health protection reasons.

Maison Velour Paris products (false eyelashes, glues, removers, applicators) are products in direct contact with the eye area and mucous membranes. Any product whose packaging has been opened or unsealed cannot be returned or refunded, for any reason, due to hygiene and health safety concerns.

To be eligible for a return, the product must be in perfect condition, unused, unopened, with its original packaging intact and all accessories. You must attach clear photos to your initial email confirming the condition of the product, as well as your order number and full name clearly indicated in the package.

Failure to comply with these criteria will result in the rejection of the return request.

3. Return Address

All returns must be shipped to the address provided by our customer service after validation of your request. Please ensure your name and order number are clearly indicated inside the package. Returns sent without identification may be refused or delayed.

4. Defective Items or Incorrect Orders

If you receive a defective product or one that does not match your order, notify us within 48 hours of receiving the package by writing to contact.velourparis@gmail.com with your full name and order number, clear photos of the problem, and your preference: full refund or express replacement. If your request is validated, return shipping costs will be covered, and we will process your request as quickly as possible.

5. Refunds

Once your return is received and inspected, you will receive an email confirmation of approval or rejection. If approved, the refund will be processed to your original payment method within 5 to 10 business days. Initial shipping costs are non-refundable, except in case of defect or error on our part.

6. Non-Returnable Items

The following cannot be returned or exchanged: any product whose packaging has been opened or unsealed (for hygiene reasons), clearance or final sale products (unless defective), used products, and items returned after the 14-day period without a confirmed defect.

7. Legal Guarantees

Your purchase is protected by the following legal guarantees depending on your country of residence: 2-year legal guarantee of conformity for EU/EEA consumers (Directive 1999/44/EC), and the Consumer Rights Act 2015 for UK consumers.

8. Summary Table

9. Contact

📧 contact.velourparis@gmail.com 🕘 Available Monday to Friday, 9:00 AM – 6:00 PM (CET)

This policy complies with EU Directive 2011/83/EU and E-Commerce Directive 2000/31/CE regarding consumer rights and the obligation for transparent information. It must be accessible from the website footer, checkout page, and general terms and conditions.