Refund policy

RETURNS AND RIGHT OF WITHDRAWAL POLICY

At Maison Eloire, consumers purchasing online generally have a statutory right to withdraw from their purchase within 14 days without giving a reason.

1. 14-Day Withdrawal Period

The withdrawal period is 14 days from the day after you, or a third party designated by you other than the carrier, receives the product.

If an order consists of multiple products delivered separately, the withdrawal period begins on the day after the final product is received.

You must inform us within this 14-day period if you wish to withdraw from your purchase.

2. How to Exercise Your Right of Withdrawal

You can withdraw from your purchase within the withdrawal period by using the withdrawal function available on our website or by sending us a clear statement by email:

Email: info@shopvirello.nl

Please preferably include:
- Your name
- Your order number
- The email address used to place the order
- The product(s) you wish to return

You are not required to provide a reason for your withdrawal.

We will send you confirmation after receiving your withdrawal request.

3. Returning the Product

After notifying us that you wish to withdraw from the purchase, you have a further 14 days to return the product.

Before sending a return, please contact us at info@shopvirello.nl. We will provide you with the applicable return instructions and return details.

Please do not send returns to our registered business address unless we have specifically instructed you to do so.

The direct cost of returning a product following a normal withdrawal is paid by the customer, unless Maison Eloire explicitly states otherwise.

Your statutory right of withdrawal does not depend on prior approval from Maison Eloire.

We recommend keeping your proof of postage until your return has been fully processed.

4. Condition of Returned Products

During the withdrawal period, you may inspect and assess the product as you reasonably would be able to in a physical store.

You are only responsible for any reduction in value resulting from handling the product beyond what is necessary to establish its nature, characteristics and functioning.

For watches, this means you may carefully inspect and try on the watch. Damage, significant signs of wear or use beyond what is reasonably necessary to evaluate the product may result in a deduction for diminished value.

Opening the original packaging does not in itself remove your right of withdrawal.

Where reasonably possible, we ask that products are returned with their supplied accessories and packaging.

5. Refunds

If you withdraw from the entire order, we will refund all payments received from you, including the cost of our standard delivery method.

If you specifically chose a more expensive delivery method than our standard delivery option, we are not required to refund the additional delivery cost.

We will issue the refund no later than 14 days after receiving your withdrawal notification.

However, we may withhold the refund until we have received the returned product or until you provide evidence that you have sent the product back, whichever occurs first.

Unless otherwise expressly agreed, the refund will be made using the same payment method used for the original transaction.

We do not charge a fee for processing the refund.

6. Sale Items, Promotions and Discount Codes

The statutory right of withdrawal also applies to products purchased during a sale, as part of a promotion or using a discount code, unless a specific statutory exception applies.

7. Products Purchased as Part of a Multi-Buy Promotion

If products were purchased as part of a multi-buy promotion, such as a "Buy One, Get One Free" promotion, the refund amount may be recalculated where only part of the promotional purchase is returned.

Any recalculation will reflect the conditions and economic value of the original promotion and will not limit your statutory rights.

If the entire promotional purchase is returned under the statutory right of withdrawal, the applicable purchase amount will be refunded in accordance with this policy.

8. Incorrect, Damaged or Defective Products

If you receive an incorrect, damaged or defective product, please contact us at info@shopvirello.nl as soon as reasonably possible.

Where useful, we may ask you to provide photographs so that we can assess the issue more quickly.

Products that do not conform to the sales agreement are covered by statutory consumer rights. Such claims are separate from ordinary change-of-mind returns under the right of withdrawal.

9. Statutory Guarantee

All products purchased from Maison Eloire are covered by the applicable statutory guarantee.

This means that a product must conform to what a consumer can reasonably expect from it, taking into account factors such as the nature of the product, its price, its description and other relevant circumstances.

Dutch law does not impose one general fixed statutory guarantee period that applies identically to every product.

Nothing in this policy limits your statutory consumer rights.

10. Returns Outside the Statutory Withdrawal Period

Maison Eloire does not provide an additional voluntary change-of-mind return period beyond the statutory withdrawal period.

If the statutory withdrawal period has expired, we may therefore refuse a return where the customer has simply changed their mind.

This does not affect your rights if the product is defective, does not conform to the agreement, or if you have another statutory right to a remedy.

Contact

Maison Eloire
Email: info@shopvirello.nl
KVK / Chamber of Commerce number: 89341945
VAT number: NL004718775B26