Refund policy

Return & Refund & Warranty Policy

 

1) 14-day cooling-off period in the European Union
Notwithstanding the above, if the goods are shipped within the European Union, you have the right to cancel or return your order within 14 days of receiving your item, for any reason and without justification. Your item must be in the same condition as when you received it, unworn or unused and sealed in its original packaging. You will also need proof of purchase from RADIANCE. To make a return, please contact us at the following address: contact@maison-radiance.com. If your return is accepted, we will send you instructions on how to return your package. Items returned without a prior return request will not be accepted.

2) Warranty Return Policy

  • Return Deadlines
    • Returns due to withdrawal: within 14 calendar days of receiving your item.
    • Defective items: within the two-year warranty period (proof of defect required).
  • Return Procedure

✅ STEP 1: Return request

Send an email to contact@maison-radiance.com indicating:
▸ The order number + the name of the product.
▸ The reason for the return (a video is required in the case of a defective product).

✅ STEP 2: Validation

After approval, customer service will provide you with the return address.

✅ STEP 3: Shipping

Carefully repackage the item in its original packaging, with all its accessories, and provide the tracking number to customer service.

Responsibility: Returned items are your responsibility until they reach our returns center. Please ensure that they are securely packaged and well protected.

✅ STEP 4: Refund

Refunds will be made to the original payment method within 7 to 15 business days after inspection and approval of the return.

3. Responsibility for costs

  • Return type: Non-defective return
    Customers are responsible for return shipping costs.
  • Return type: Defective return
    Free — RADIANCE will cover the return shipping costs.

 

4. Return instructions

  • Do not return any products without prior confirmation from us.
  • We do not accept returns sent cash on delivery (COD) or by hand delivery.
  • Be sure to use the original packaging to prevent damage during shipping. Any loss due to the absence of the original packaging or materials will be your responsibility.

Inspection process:

  • Refunds/exchanges will only be processed if the returned item meets the return/exchange criteria.
  • If the item fails inspection, RADIANCE reserves the right to refuse any refund/exchange.

 

5. Order cancellation

  • Cancellation is only possible for orders that have not been shipped. Requests sent by email will be processed within 24 hours.
  • Orders that have already been shipped must follow the return procedure.

 

6. Warranty Policy

RADIANCE warrants this device for 2 years from the date of original purchase against defects due to faulty workmanship or defective materials, under normal use of the device.

 

If your product malfunctions or has a quality issue under normal use, please contact us via official email at contact@maison-radiance.com.
In your email, clearly describe the problem, provide your order number and information about the defective product, and attach a video showing the malfunction or defect. We will verify the problem based on this video. Please note that if no video can be provided, RADIANCE may be unable to offer after-sales service.

 

Warranty claims must be supported by reasonable evidence confirming that the claim was made during the warranty period. To validate your warranty, keep your original purchase receipt. Replacement products provided under warranty do not come with a new 1-year warranty.

 

Please note:

  1. Cosmetic changes due to normal wear and tear, or damage caused by accident, misuse, or neglect, are not covered. Any attempt to open or disassemble the device (or its accessories) will void the warranty.
  2. If the device is damaged due to personal misuse (including breakage), the warranty will not apply.
  3. We only accept warranty or after-sales service requests for orders placed on our official website maison-radiance.com and provide the corresponding services. For products purchased through other channels, please contact the relevant distributor directly.
  4. The warranty is registered to the person who placed the order and cannot be transferred to a third party. The warranty must be activated by the original purchaser of the goods.

 

 

RADIANCE reserves the final right to interpret these terms and conditions.