Return and Refund Policy

Return and Refund Policy

Last updated: 30 September 2026

At Maison Rivera, we want you to be fully satisfied with your purchase. This policy explains your rights and our procedures for returns, refunds and exchanges, in compliance with the consumer protection rules applicable in the United Kingdom, the European Union and the United States.

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1. Standard Return Window

We offer a 30-day return period, starting from the day you receive your order. Within this period you can return an item for a refund or exchange it for a different size or item.

If you wish to return or exchange an item, please contact us at info@maison-rivera.com before sending your package. We will provide you with the return instructions and the address to send your item back to.

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2. Eligibility for Returns

To qualify for a return:

• The item must be in the same condition as when received (unworn, unused, unwashed, with all original tags).
• The item must be returned in its original packaging.
• Proof of purchase (receipt/order number) is required.

If your return is approved, we will provide you with instructions on how and where to send your package.

Return Shipping Costs

Return shipping costs are the responsibility of the customer. We recommend using a tracked shipping service, as Maison Rivera cannot be held responsible for parcels lost or damaged in transit on their way back to us.

This does not apply to items that are faulty, damaged or incorrectly supplied; in those cases we cover the return shipping costs.

Return address: Flat 2304, 23/F, Ho King Commercial Centre, 2-16 Fa Yuen Street, Mong Kok, Hong Kong.

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3. Damaged, Faulty or Incorrect Items

Please inspect your order upon delivery. If your item is defective, damaged or incorrect, contact us immediately at info@maison-rivera.com with photos of the issue.

We will evaluate the situation and arrange a replacement, refund or other appropriate resolution, depending on your region's consumer rights.

Note: In the UK and EU, customers are legally entitled to remedies for defective goods. In the US, remedies depend on state-level regulations and our standard store policies.

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4. Items That Cannot Be Returned

The following items are non-returnable, except where required by local consumer law:

• Custom or personalised items
• Gift cards
• Sale items marked as "final sale"

If you're unsure whether your item qualifies, contact us before initiating a return.

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5. Refunds

Once we receive your return, we will notify you of the outcome and issue any approved refund within 14 days.

Refunds are processed back to your original payment method. Your bank may take a few additional business days to display the amount.

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6. Region-Specific Legal Rights

United Kingdom (Consumer Rights Act 2015)

You are entitled to a refund for faulty goods, and you have rights regarding returns for online purchases under the Consumer Contracts Regulations 2013. You also have a statutory 14-day right of withdrawal from the date of delivery.

European Union (EU Directive 2011/83)

You have a statutory 14-day right of withdrawal from the date of delivery, no reason required. You are entitled to remedies for non-conforming goods under EU consumer law. Our 30-day policy extends beyond this minimum.

United States (Federal & State Laws)

Return laws vary by state. Our 30-day policy applies unless state law provides additional rights.

Nothing in this policy limits your legal rights under applicable consumer law.

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7. Contact Information

Maison Rivera is a trading name of Velcore Limited

Flat 2304, 23/F, Ho King Commercial Centre
2-16 Fa Yuen Street, Mong Kok
Hong Kong

E-mail: info@maison-rivera.com
Contact form: maison-rivera.com/pages/contact
Customer service: Monday to Friday, 9:00 am – 5:00 pm (GMT)

We are here to help and will respond as quickly as possible.