Returns & Refunds Policy
Returns & Refunds Policy
At Maviel, we want you to feel confident when placing an order. This policy explains how returns, refunds, cancellations, damaged items, and our 90-Day Satisfaction Guarantee are handled.
Please read this policy carefully before placing an order. By purchasing from Maviel, you agree to the terms below.
90-Day Satisfaction Guarantee
Maviel offers a 90-Day Satisfaction Guarantee on eligible purchases made directly through our website.
This guarantee is not an unconditional refund offer. It is a structured satisfaction program with specific requirements, conditions, and limitations.
To qualify for review under the 90-Day Satisfaction Guarantee, you must use the product as directed for a full 90 calendar days from the carrier-confirmed delivery date.
Refund requests submitted before the full 90-day trial period has been completed may be denied.
Eligible Claim Window
Guarantee claims must be submitted no earlier than Day 90 and no later than Day 100 from the carrier-confirmed delivery date.
Claims submitted before Day 90 or after Day 100 may not qualify under the 90-Day Satisfaction Guarantee.
Who Is Eligible
To qualify for the 90-Day Satisfaction Guarantee, all of the following must apply:
You purchased directly from Maviel.
You are the original purchaser and end user of the product.
You used the product as directed for the full 90-day trial period.
You contact us during the eligible claim window.
You provide the requested order information and details about your experience.
You have not already received a refund under this guarantee for a previous order.
Products purchased from third-party retailers, resellers, marketplaces, or unauthorized sellers are not eligible.
How to Request a Refund Review
To begin a refund review, contact us at:
Please include:
Your full name
The email address used at checkout
Your order number
Your delivery date, if available
A brief explanation of your experience
Any photos or details requested by our support team
Requests sent through social media, comments, reviews, or other third-party platforms may not be accepted as official refund requests.
Review Process
Once your request is received, our support team will review your order and experience.
As part of the review process, we may request additional information, photos, product usage details, or other reasonable evidence needed to evaluate the claim.
We may also provide product guidance, usage tips, replacement options, or another resolution before approving a refund.
A refund is not guaranteed in every case. Maviel reserves the right to determine the most appropriate resolution based on the circumstances of the request.
Do I Need to Return the Product?
Return requirements may vary depending on your order and the reason for your request.
In some cases, we may require the product to be returned before a refund is issued. If a return is required, we will provide return instructions after your request is approved.
Please do not send any product back without contacting us first. Unauthorized returns may not be accepted or refunded.
Return Shipping Costs
In most cases, return shipping costs are the responsibility of the customer.
If a return is required, we recommend using a trackable shipping method. Maviel is not responsible for return packages that are lost, delayed, damaged, or delivered to the wrong address.
Shipping fees, handling fees, protection fees, and other non-product charges are non-refundable unless required by law.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery at:
Please include your order number, a description of the issue, and clear photos of the product and packaging.
After review, we may offer a replacement, refund, store credit, or another appropriate solution.
Cancellations
Orders can only be canceled before they have been processed or shipped.
If you need to cancel an order, contact us as soon as possible at:
We cannot guarantee cancellation once an order has entered processing, fulfillment, or shipping.
If your order has already shipped, it may need to be handled through our return process.
Shipping Delays and Unshipped Orders
Estimated delivery times are not guaranteed unless clearly stated in writing.
If an order cannot be shipped within the expected timeframe, we may contact you with an update, offer a revised shipping estimate, or cancel and refund the unshipped order when required.
Lost or Missing Packages
If your tracking shows delivered but you did not receive your package, please contact us at support@trymaviel.com.
We may ask you to check with your household members, neighbors, building office, local carrier, or delivery location before further review.
Orders marked as delivered by the carrier are reviewed on a case-by-case basis and are not automatically eligible for refund.
Refund Processing Time
If your refund is approved, it will be issued to the original payment method used at checkout.
Approved refunds are typically processed within 2–5 business days. After the refund is issued, your bank or payment provider may take additional time to post the funds to your account.
Non-Refundable Situations
Refunds may be denied in the following situations:
The request is submitted before Day 90 or after Day 100 under the 90-Day Satisfaction Guarantee.
The product was not used as directed for the full trial period.
The customer does not provide required order information or requested details.
The customer refuses reasonable troubleshooting or review steps.
The order was placed through a third-party seller, reseller, marketplace, or unauthorized channel.
The product was transferred, resold, gifted, altered, misused, or intentionally damaged.
The shipping address provided by the customer was incorrect or incomplete.
The return was sent without approval.
The return package was lost, delayed, damaged, or not delivered.
The customer has already received a refund under this guarantee.
The request appears fraudulent, abusive, or made in bad faith.
One Refund Per Household
The 90-Day Satisfaction Guarantee is limited to one refund per household, shipping address, billing address, payment method, email address, or customer account.
Once a refund has been issued under this guarantee, future orders from the same customer or household may not be eligible for another refund under the same guarantee.
Chargebacks and Payment Disputes
If you have an issue with your order, please contact us first so we can review and assist.
Opening a chargeback or payment dispute before allowing our support team a reasonable opportunity to resolve the issue may void eligibility under the 90-Day Satisfaction Guarantee.
Maviel reserves the right to provide order records, tracking information, customer communications, and policy terms to payment processors when responding to disputes.
Exchanges
Exchanges may be handled on a case-by-case basis.
If you received the wrong item, a damaged item, or a defective product, please contact us and we will review the best solution.
Contact Us
For returns, refunds, cancellations, damaged items, or order questions, please contact us at: