Returns & Refunds

• You can cancel an order yourself from Account → Orders while it is Confirmed or Processing — that is, before it has been packed for shipping.
• Once an order is packed or shipped it can no longer be cancelled. You can return it after delivery instead.
• Orders awaiting online payment are cancelled automatically if the payment is not completed within 20 minutes. No amount is charged.
• For a cancelled prepaid order, the full amount paid is refunded to your original payment method. Cash on Delivery orders that are cancelled have nothing to refund.
• In rare cases we may have to cancel an order — for example if an item becomes unavailable, a pricing error, or an address our couriers cannot serve. We will let you know, and any amount paid is refunded in full.

You can request a return within 14 days of delivery.

To be accepted, returned items must be:

• unworn, unwashed and unaltered;
• with all original tags attached and in their original packaging;
• free of stains, perfume, deodorant or makeup marks.

Items that do not meet these conditions may be sent back to you without a refund.

1. Go to Account → Orders, open the delivered order and choose Request a return.
2. Select the items and quantity you are returning and tell us why.
3. For Cash on Delivery orders, add the UPI ID or bank account (account holder name, account number and IFSC) where you would like your refund.
4. We review your request, usually within 1–2 business days. Once it is approved, our courier partner collects the parcel from your delivery address — please pack the items securely, with their tags.
5. When the parcel reaches us and passes a quality check, we initiate your refund and email you. You can follow the status of your return in your account at every step.

• Amount. For returns, we refund the price you paid for the returned items, after any coupon discount that applied to them. Delivery charges and Cash on Delivery handling fees are not refundable on returns.
• Online payments are refunded to the original payment method through Razorpay. After we initiate the refund, banks and card issuers usually take 5–7 business days to show it in your account.
• Cash on Delivery orders are refunded by bank transfer or UPI to the details you share with your return request, usually within 5–7 business days of the refund being initiated.
• We email you when your refund is initiated. If it hasn't reached you within the time above, write to us and we'll share the transaction reference for your bank.

We don't offer direct exchanges at the moment. If you need a different size or colour, return the item within the return window and place a new order — this is the quickest way to get the piece you want before it sells out.

If your order arrives damaged, defective or with the wrong item, write to us at support@maisonrivina.com within 48 hours of delivery with your order number and clear photos of the item, its tags and the packaging. We will arrange a free pickup and refund the full amount you paid for that item — including delivery charges — or send a replacement where one is available.

Write to support@maisonrivina.com with your order number, or visit our Contact page. See also our Shipping Policy and Terms & Conditions.