Refund policy

You have 14 days from delivery. Open it, smell it, live with it a while — just don't light it. If the scent isn't right it goes back, and the pickup is on us.

Your 14 days

The window runs from the day your order is delivered, not the day you placed it.

If it arrived faulty, damaged or wrong

Send us a photo within 14 days and we replace it. We book and pay for the pickup. There is no cost to you.

If the scent isn't right

Open it. Smell it. Leave it on the shelf for a few days and see how you feel. All we ask is that you don't light it.

Within 14 days you can send back any unlit candle or unused diffuser and either:

• Exchange it for any other scent. You pay any difference in price.
• Take a refund of what you paid for the item.

We cover the pickup either way. Returning something costs you nothing.

For a candle, unlit means the wick has never been burned. For a diffuser, unused means the reeds have never gone into the oil. Please send the jar or bottle back with the box it arrived in.

Starting a return

Message us on Instagram at @maisonduvela with your order number and what went wrong. We book the pickup from the address that received the order.

How refunds are paid

• Paid by card: back to the same card.
• Paid cash on delivery: by Instapay, to details you give us when you request the return.

Either way, your refund is issued 2–5 days after the item reaches us and has been checked.

Returns that change what your order qualified for

Free shipping and the free candle are earned on what you keep, not on what you originally ordered.

• If a return takes your order under LE 3,000, the free candle comes back with it, or its value is deducted from your refund.
• If a return takes your order under LE 1,400, the LE 100 shipping is deducted from your refund.

What we can't take back

• Anything that has been lit or used. A burned wick, or a diffuser with the reeds in, can't be resold.
• Anything requested more than 14 days after delivery.
• Damage that happened after delivery — a jar dropped at home rather than one that arrived cracked.

Faulty and wrong items are the exception: if the problem is ours, it doesn't matter whether you lit it.

None of this affects your rights under Egyptian consumer protection law, which apply regardless of what this page says.