Returns and Refunds Policy

At Maison Sênvia, our customers' satisfaction and excellence in every detail are our top priorities. If for any reason you are not completely satisfied with your purchase, we provide a simple, transparent return or exchange process that is in full compliance with European consumer protection legislation.

1. Return Period (Right of Withdrawal)

Period: You have a period of 14 consecutive days (starting from the date of receipt of your order at your address) to request a return or exchange for any item, without the need to provide a reason.
Prior Notification: To exercise this right, you must notify our customer support team before the period expires via email at maisonsenvia@gmail.com, stating your order number and the items you wish to return.

2. Essential Conditions for Return or Exchange

For a return or exchange to be accepted, items must strictly comply with the following conditions:

Original Condition: The item must be new, unworn, unwashed, unaltered, and free of perfume/odors.
Tags and Packaging: It must contain all original tags attached and be returned in its original packaging.
Accessories: All complementary elements (such as belts, protective bags, or extra buttons) must be included in the return.

Note: We reserve the right to refuse the return if the item shows evident signs of use, washing, or damage caused by the customer.

3. How to Request a Return or Exchange (Step-by-Step)

Contact: Send an email to contacto@maisonsenvia.com with the subject line "Return / Exchange - Order #[Order Number]".
Instructions: Our team will respond within 24 to 72 business hours with detailed instructions and the address of the processing center to which you should send the item.
Sending the Item: Pack the item securely and proceed with shipping. We recommend using a postal service with a tracking code, as Maison Sênvia is not responsible for losses that occur during return transit.

4. Return Shipping Costs

Returns due to Change of Mind or Size: The direct costs of shipping the item to our return center are the customer's responsibility.
Defective or Incorrect Item: Should you receive a defective item or one different from what you ordered, Maison Sênvia will cover all collection/shipping costs. In these cases, please contact us within the first 48 hours of receipt with photographs of the item/defect.

5. Refund Processing

Quality Assessment: Once the returned item arrives at our center and is inspected by our team, we will send an email confirming the approval or rejection of the return.
Refund Method: If approved, the refund for the item(s) will be issued via the same payment method used for the original purchase.
Payment Timeline: The credit will be processed within 5 to 10 business days, depending on your bank or credit card issuer.

6. Size or Item Exchanges

Due to the high turnover of our collections:

To ensure you get the desired size or color as quickly as possible, the most efficient method is to request a return for the current item for a refund and place a new order on the website for the size you want.