MAVINOIR

mavinoir.com

RETURN AND REFUND POLICY

Last updated: 01.07.2026

This Return and Refund Policy explains when and how Products purchased on mavinoir.com (the “Website”) can be returned, exchanged or refunded. It forms part of, and must be read together with, our Terms and Conditions of Sale. Please read it carefully before ordering: because Mavinoir sells intimate apparel, most Products are subject to a strict hygiene-based restriction on returns, explained below.

For health and hygiene reasons, most lingerie and intimate apparel sold on mavinoir.com CANNOT be returned once the hygiene seal has been removed or broken, or once the Product has been worn, used or washed — even within the standard 14-day withdrawal period. This is not a store preference: it is a statutory exception to the right of withdrawal, provided for by Article 16(e) of Directive 2011/83/EU and Article 59, paragraph 1(e) of the Italian Consumer Code (Legislative Decree No. 206/2005), which allows sellers to exclude the return of sealed goods that are not suitable for return for reasons of health protection or hygiene once unsealed after delivery. It applies equally to every customer, without exception, and exists to guarantee that every Product we ship meets the same hygiene standard.

This restriction applies to the withdrawal right described in Section 5 only. It does not apply to faulty, damaged or incorrectly supplied Products, which remain covered by your legal guarantee at all times — see Section 9.

The following cannot be returned, exchanged or refunded once the hygiene seal has been removed or broken, tags detached, or the item has been worn, used or washed:

•      Bras, briefs, thongs, bodysuits, and any garment designed to be worn in direct contact with intimate areas

•      Shapewear, swimwear bottoms, and similar Products in direct contact with intimate areas

•      Any Product delivered with a hygiene seal or protective liner sticker, once that seal has been removed or broken

Products in this category are also not eligible for a straight exchange, other than in the case of a manufacturing defect, damage in transit, or an error on our part — see Section 9.

•      Non-intimate accessories not fitted with a hygiene seal (for example certain outerwear pieces or accessories, where sold on the Website), returned unused and unworn with original tags attached, within 14 days of delivery

•      Faulty, damaged or incorrectly supplied Products of any kind — see Section 9, which applies regardless of hygiene seal status

Where a Product falls within the eligible category described in Section 4, you have the right to withdraw from the Contract within 14 calendar days of receiving it, without giving any reason, in accordance with Directive 2011/83/EU and the Italian Consumer Code. To exercise this right, email contact@mavinoir.com before the 14-day period expires with your order number and a clear statement that you wish to withdraw.

Before sending anything back, email contact@mavinoir.com with:

•      Your order number

•      The Product(s) you wish to return

•      The reason for the return (this helps us confirm eligibility under Sections 3–4)

•      Photographs, if you are reporting a fault, damage or an incorrect item

We will reply by email confirming whether your return is accepted and, if so, provide the return address and any further instructions. Please do not send Products back without this confirmation: unauthorised returns, or returns of Products that do not meet the criteria in Section 4, may be declined and sent back to you at your own cost.

For an eligible withdrawal under Section 5, you are responsible for the cost of returning the Product, unless we state otherwise in writing. Where a Product is faulty, damaged in transit, or the wrong item was sent, we cover the cost of the return — see Section 9.

Once we receive a returned Product and confirm that it meets the eligibility criteria in Section 4 (hygiene seal intact, unworn, tags attached, and so on), we will process your refund within 14 days, using the same payment method as the original transaction, unless you expressly agree to a different method.

If a returned Product does not meet these criteria — for example the hygiene seal has been broken or the item shows signs of wear — no refund can be issued, even if the seal was broken solely to try the Product on, and the item will be sent back to you at your own cost.

The hygiene-based restriction in Sections 2–3 never applies to a Product that is genuinely faulty, defective, damaged in transit, or not what you ordered. In these cases, you remain fully protected by the statutory 2-year legal guarantee of conformity under Articles 128–135 of the Italian Consumer Code (implementing Directive (EU) 2019/771), regardless of whether the hygiene seal has been opened or the item has been worn to discover the issue.

If this happens, email contact@mavinoir.com with your order number, a description of the problem, and photographs where possible. Depending on the situation, we will offer a repair, replacement, price reduction, or refund, and we will cover the cost of returning the affected item to us.

If you wish to cancel an Order before it has been dispatched, email contact@mavinoir.com as soon as possible with your order number. If we are able to stop the Order before it is processed and shipped, we will issue a full refund. Once a dispatch confirmation email has been sent, a cancellation request will be treated as a return request and Sections 2–9 above will apply.

Because of the hygiene restrictions described above, we are not able to offer direct exchanges for lingerie, intimate apparel or any hygiene-sealed Product. If you need a different size or colour, please request a return of an eligible Product under Section 4, or a resolution under Section 9 for a faulty or incorrect item, and place a new Order for the item you need.

The original outbound shipping cost is non-refundable, except where a Product is faulty, damaged or incorrectly supplied, or where you cancel your entire Order before dispatch. If you chose an express or premium delivery option, only the cost of our standard delivery option will be refunded following a valid withdrawal under Section 5.

We may update this Return and Refund Policy from time to time to reflect changes in our practices or applicable law. Any changes will be published on the Website with a revised “Last updated” date.

For any question about a return, refund, exchange or a faulty item, please contact us at:

Mavinoir — mavinoir.com

contact@mavinoir.com