Refund policy
Return & Refund Policy
Effective from the date of your purchase
At Maison Viloski, we are committed to delivering quality activewear that meets your expectations. Please read this policy carefully before placing your order, as it outlines the conditions under which returns and refunds are accepted.
Claim window
All return and refund requests must be submitted within 7 calendar days of receiving your order. Requests made outside of this window will not be eligible for review.
To protect your claim, inspect your order as soon as it arrives and contact us within 7 days if there is an issue. Include photographic evidence with your request.
What we accept
We accept refund requests — without requiring the return of the item — for the following confirmed issues:
- Quality defects — manufacturing faults, faulty stitching, or material issues
- Packaging damage — items damaged in transit or due to poor packaging
- Incorrect item received — wrong product, color, or style shipped
- Lost shipments — orders confirmed lost by the carrier (see Section 5)
For all accepted claims, a refund will be issued without requiring you to return the item. No need to arrange a return shipment.
What we do not accept
The following situations are not eligible for a return or refund:
- Size exchanges — due to international return shipping costs, we are unable to process size swaps or size-related exchanges
- Wrong size ordered by the customer — if you selected the incorrect size at checkout, this is not covered
- Change of mind — once an order is placed and dispatched, we cannot accept returns for personal preference
- Accidental damage caused by the customer — items damaged after delivery through misuse or accident are not covered
- False or fraudulent claims — any misrepresented claim will result in the request being declined and may be escalated
We take fraudulent claims seriously. Any attempt to misrepresent a claim will result in an immediate refusal of the request.
How to submit a claim
To submit a return or refund request, please follow these steps:
- Contact us within 7 calendar days of receiving your order via our store's contact page or email
- Include your order number, a clear description of the issue, and photographic or video evidence of the fault
- Our team will review your claim and respond within 2–3 business days
- If your claim is approved, your refund will be processed to your original payment method
Lost shipments
If your tracking information shows no movement for an extended period or your parcel is confirmed lost by the carrier, please contact us immediately. We will liaise with the logistics provider on your behalf and assist in processing the relevant compensation or replacement. Carrier compensation processes may take additional time to resolve. We will keep you informed throughout the process and work to reach a resolution as quickly as possible.
Important notes
Sizing
Please check our size guide carefully before ordering — size-related issues are not covered.
Evidence required
All claims require clear photos or video. Claims without evidence will not be processed.
Claim deadline
7 calendar days from delivery. Claims submitted after this window are not accepted.
Refund method
Refunds are returned to your original payment method once the claim is approved.