Refund policy

This Return and Exchange Policy outlines your options regarding how you can cancel a contract with us, how you can return your purchase, and your rights concerning obtaining a refund or an exchange.

Right of Cancellation

To ensure customer satisfaction, Maison Valois Varden accepts returns by mail to the address provided by Customer Service or on the Delivery slip of the relevant item, beyond the legal withdrawal period mentioned above. Customers have fourteen (14) days from the date upon receipt of their order to retract and return their items.

Returns of items beyond this period will not be accepted. If you are a customer located in the European Union, the United Kingdom, or the European Economic Area and have made a purchase through Maison Valois Varden's commercial partners, this should be considered your legal right of withdrawal. To comply with the withdrawal period, you must withdraw before the expiration of the said period.

To cancel the contract and return your product(s), you can contact our Concierge - Customer Relations Center and follow the instructions provided, or you can send us an unequivocal written statement, such as a letter or email to: conciergerie@valoisvarden.com

Return Process

Products purchased through this e-commerce site or commercial partners can only be returned to our e-boutique distribution center at the address of our Returns Service through our Concierge - Customer Relations Center, in accordance with these Terms of Sale.

To return a product, you must follow the steps below:

1. Call the Concierge - Customer Relations Center;
2. Agree on a pickup date with our logistics partner. You may be asked to provide information about the product so that we can conduct an initial assessment of its condition;
3. We will send you a return form via email. Please fill out and sign the return form included in the package. If a new copy is needed, the Customer Relations Center will send you a return form via email;
4. Include the completed return form in the packaging with the product and all its accessories, any free items you received as part of your order, the Service Guide, the Warranty Card, and all other documents in their original box;
5. Close the package;
6. On the agreed date, our logistics partner will bring the prepaid shipping label and collect the closed package.

You must retain proof of return shipment, and we disclaim any liability if you are unable to provide such proof. Only received goods will be eligible for a refund or exchange. If you decide to use a logistics partner different from the one we provided, you will be responsible for any risk of loss or damage to the product during transport until the product is in our possession.

Product Return Conditions

We will check that the returned product meets the Return and Exchange Policy conditions and, if it does, we will proceed with the applicable refund or exchange.

Our products must be returned in new and unused condition, in perfect condition, with all protective materials in place and with tags and stickers attached (if applicable), as well as the original box and packaging, including all accessories and documents. No materials should have been inserted inside urns or jewelry.

We reserve the right not to accept any return if the product shows signs of wear, has been used or altered from its original condition in any way, or we may reduce the amount of any applicable refund or exchange accordingly.

All returns will be subject to a rigorous quality inspection to ensure that the returned products comply with these quality requirements. If the products do not meet the standards, we will refuse the return, and the products will be returned to you. If the returned product is satisfactory, we will proceed with the applicable refund or exchange.

Orders for products that have been customized for you cannot be canceled and cannot be returned for exchange or refund. This includes products that have been engraved or for entirely custom-made urns and funeral jewelry.

Failure to comply with these Terms of Sale will entitle Maison Valois Varden to refuse the returned product and return it to you at your expense.

Refund & Exchange

You can return a product purchased through the e-commerce site for a refund, provided the return complies with these Terms of Sale, particularly the Right of Cancellation and the Return Process above.

A person who received the product through a third party will not be entitled to a refund. If you are the recipient of the product and wish to return a product, please contact the Concierge - Customer Relations Center to discuss your available options.

If the return complies with these Terms of Sale, the buyer will be refunded using the same payment method used by the buyer for the initial transaction on the site, within fourteen (14) days from the date of receipt of the withdrawal request.

However, we may defer the refund until the day of receipt of the product subject to return or receipt of proof of shipment of the product by the buyer, whichever date is earlier. Initial delivery costs will be refunded if applicable, unless you chose a delivery method other than the standard delivery. In that case, additional costs (if applicable) will not be refunded.

If you return a product purchased through Maison Valois Varden's commercial partners (please contact the Concierge - Customer Relations Center for partner details), you will be refunded by bank transfer.

Exchange

You can return a product purchased through Maison Valois Varden's commercial partners and exchange it for another Maison Valois Varden product, provided the return complies with these Terms of Sale, particularly the Right of Cancellation and the Return Process above.

In all cases, the sale of the returned product will be canceled, and a new order for the ordered product must be placed.

If a product needs to be returned to the distribution center to be exchanged for a less expensive product, only the buyer of the returned product will be entitled to a refund of the price difference.

If a product is returned to be exchanged at a Maison Valois Varden commercial partner with a less expensive product, you will be refunded the price difference by bank transfer.

If a product is returned to be exchanged for a more expensive product, you will need to pay the price difference.