Refund policy

Last updated: 28 October 2026

At Maison Tavelle, we want our return and refund conditions to be clear and easy to find before you order. This policy applies to orders delivered in France and in the United Kingdom, and it adds to the rights you have as a consumer under the law of your country.

1. Your 14-day right to cancel

You can cancel your order within 14 days of the day you receive it, without giving a reason and without any penalty.

  • Customers in France: this is the legal right of withdrawal (droit de rétractation) under the French Consumer Code.
  • Customers in the United Kingdom: this is your right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

To cancel, tell us clearly before the 14 days end, for example by email to sap@maisontavelle.com. You can use a model cancellation form, but you do not have to. You must then send the goods back within 14 days of telling us you are cancelling.

You may handle the product as you would in a shop to check its nature, characteristics and how it works. You may be responsible for any loss in value caused by handling beyond that.

2. How to request a return

Contact our customer service using the details in the "Contact" section below and include:

  • your full name;
  • your order number;
  • the product(s) concerned;
  • for a damaged, faulty or incorrect product, a description of the problem and, if helpful, photos.

Once your request is confirmed, we email you a return form with the return address, to print and include in your parcel.

3. How to return a product

Returns are made by post to our warehouse in France: 5 Rue Antoine-Laurent de Lavoisier, 60550 Verneuil-en-Halatte, France, following the instructions sent by customer service. Please do not send a product to any other address.

4. Return costs

  • When you cancel under your 14-day right, the cost of sending the product back is paid by you.
  • For UK customers, returns travel from the UK to France. For large or heavy items such as furniture, this cost can be significant. Please keep this in mind before ordering.
  • If the product is faulty, not as described or sent by mistake, we cover the return cost.
  • We do not charge a restocking fee.

5. Faulty, damaged or incorrect products

If you receive a product that is faulty, damaged or different from what you ordered, contact us as soon as possible with your order number and a description of the problem. We will offer a repair, replacement or refund in line with the law:

  • France: legal guarantee of conformity (Consumer Code) and guarantee against hidden defects (Civil Code).
  • United Kingdom: your rights under the Consumer Rights Act 2015. These include the right to reject faulty goods and get a full refund within 30 days of delivery.

6. Exchanges

Customer service can consider exchange requests, depending on whether the product you want is available. If it is not available, we will offer a suitable solution in line with your statutory rights.

7. Refunds: timing and method

  • When you cancel, we refund you within 14 days of receiving the product back, or of receiving proof that you have sent it, whichever comes first.
  • The refund covers the price of the product and the standard delivery cost you paid. If you chose a more expensive delivery option, the extra cost is not refunded.
  • The refund goes to the payment method used for the order, unless you expressly agree to another method. You are not charged any fee for the refund.
  • How long the money takes to reach your account depends on your bank or payment provider.

8. Statutory rights

This policy does not limit your statutory consumer rights in France or in the United Kingdom.

9. Contact

For any question about a return, an exchange or a refund, please contact our customer service:

Maison Tavelle – COMMERCE DE GROS OCEAN INDIEN (CDGOI.SARL)
La Découverte, 18 rue de la Liberté
97438 Sainte-Marie
France

SIREN: 944 235 886
SIRET (registered office): 944 235 886 00016
EU VAT number: FR83 944 235 886

Email: sap@maisontavelle.com
Phone: +33 6 34 95 99 01
Website: https://www.maisontavelle.com