MAVINOIR

mavinoir.com

TERMS AND CONDITIONS OF SALE

Last updated: 05.07.2026

Welcome to mavinoir.com (the “Website”), an online store specialising in intimate apparel, lingerie and related accessories.

These Terms and Conditions of Sale (the “Terms”) govern access to and use of the Website and the purchase of any product offered for sale on it (each, a “Product”). They apply to every order placed by a customer (“Customer”, “you”), regardless of the country from which the order is placed.

By browsing the Website, creating an account or placing an Order, you confirm that you have read, understood and accept these Terms in full. If you do not agree with any part of these Terms, please do not use the Website or place an Order.

•      “Consumer” means a Customer who is a natural person acting for purposes which are outside their trade, business, craft or profession.

•      “Order” means a purchase request submitted by the Customer through the Website's checkout process.

•      “Product(s)” means the lingerie, intimate apparel and related accessories offered for sale on the Website.

•      “Contract” means the contract of sale formed between Mavinoir and the Customer in respect of an Order, on the terms set out in these Terms.

•      “Website” means the website available at mavinoir.com and any related mobile or app-based storefronts.

The Products sold on the Website are intended for adult customers. By placing an Order, you confirm that you are at least 18 years old and have the legal capacity to enter into a binding contract under the law applicable to you.

You are responsible for ensuring that any account information, billing details and shipping address you provide are accurate, complete and kept up to date. Mavinoir reserves the right to suspend or close an account, or to refuse, cancel or limit an Order, where there are reasonable grounds to suspect fraud, misuse, a breach of these Terms, or an error in pricing or product information.

Mavinoir operates as an online-only, email-first business. All customer service enquiries, order questions, complaints, withdrawal notices and any other communication relating to these Terms or an Order must be sent to:

contact@mavinoir.com

We aim to acknowledge and respond to all emails within 2–5 business days. As we do not operate a telephone line or physical storefront, email is the only official channel for support and legal notices, and Customers are encouraged to keep a copy of all correspondence with Mavinoir.

We take reasonable care to ensure that Product descriptions, materials, sizing information and images on the Website are accurate at the time of publication. However:

•      Colours may vary slightly from what is displayed due to differences in device screens, monitor settings and photography lighting.

•      Sizing charts are provided as a guide only; we recommend measuring yourself against the relevant chart before ordering, as sizing may differ between styles and collections.

•      Minor variations in stitching, trim or fabric pattern are natural characteristics of the materials used and do not constitute a defect.

Nothing in this section limits your legal guarantee rights described in Section 12.

Placing an Order through the Website constitutes an offer by you to purchase the selected Products, subject to these Terms. After you place an Order, you will receive an automatic order-receipt email; this confirms receipt of your Order but does not, by itself, constitute our acceptance of it.

The Contract between you and Mavinoir is formed only when we send you a dispatch confirmation email indicating that the Products have been shipped. We reserve the right, before that point, to decline or cancel an Order — for example due to stock unavailability, a pricing or listing error, a failed payment or security check, or a suspected breach of these Terms — in which case we will notify you by email and refund any amount already paid without undue delay.

All prices are displayed in euros (€) and, unless stated otherwise, are inclusive of applicable Italian/EU VAT. Delivery charges, where applicable, are shown separately at checkout before you confirm your Order.

We reserve the right to change prices at any time; such changes will not affect Orders for which a dispatch confirmation has already been sent. Full payment is required at the time the Order is placed, using one of the payment methods indicated at checkout. All payments are processed through secure, encrypted third-party payment providers; Mavinoir does not store full card details.

In the rare event that a Product is listed at an incorrect price due to a typographical or system error, we will inform you before shipping and give you the option to reconfirm the Order at the correct price or cancel it for a full refund.

Estimated delivery times are shown at checkout and are indicative only, running from the date of the dispatch confirmation email. While we make reasonable efforts to meet these estimates, delivery dates are not guaranteed and may be affected by customs processing, carrier delays or other circumstances outside our reasonable control.

Risk of loss or damage to the Products passes to you upon delivery to the address provided at checkout, or to the carrier/pick-up point you selected. Please inspect your parcel upon receipt and notify us promptly at contact@mavinoir.com of any visible damage or shortage.

If you are a Consumer resident in the European Union, you have the right to withdraw from the Contract within 14 calendar days from the day you (or a third party you nominate) receive the Products, without giving any reason, in accordance with Directive 2011/83/EU on consumer rights, as implemented in Italy by Legislative Decree No. 206/2005 (the Italian “Consumer Code”, Articles 52–58).

To exercise this right, you must inform us of your decision to withdraw by an unambiguous statement sent to contact@mavinoir.com before the 14-day period expires, including your order number, the Product(s) concerned and your name. We will acknowledge receipt of your withdrawal notice by email.

Section 10 below sets out an important statutory exception to this right that applies specifically to intimate apparel.

Because Mavinoir sells intimate apparel, the right of withdrawal described in Section 9 does not apply, as a matter of law, to most Products once they have been unsealed, worn, used or washed.

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 14-day withdrawal period described in Section 9. This is a statutory exception, not a store preference: it is permitted under 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 allow 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.

In practice, this means:

•      All lingerie and intimate apparel must be returned unworn, unwashed and in the same condition in which it was received.

•      The hygiene seal / protective liner sticker attached to the Product's gusset or interior must remain fully intact and affixed for a withdrawal or return to be accepted.

•      Products returned with a broken, removed or missing hygiene seal, or showing signs of wear, use, perfume or odour, cannot be accepted for withdrawal and will be sent back to you at your expense, even if the seal was broken solely to try the Product on; no refund will be issued in that case.

•      Non-intimate accessories without a hygiene seal (for example certain outerwear, jewellery, or robes, where sold) remain subject to the standard 14-day withdrawal right in Section 9, provided they are returned unused, unwashed and with original tags attached.

This restriction does not in any way limit or exclude your legal guarantee rights for defective, damaged or non-conforming Products, described in Section 12, which always apply regardless of the hygiene seal. Full eligibility criteria and the step-by-step return process are set out in our Return and Refund Policy, which forms part of, and should be read together with, these Terms.

Where a withdrawal is valid under Sections 9 and 10, the eligibility criteria, return address and any specific instructions are set out in full in our Return and Refund Policy. In summary: you must send the Product(s) back within 14 days of notifying us of your decision to withdraw, at your own cost unless we have agreed otherwise in writing, to the return address we provide by email after receiving your withdrawal notice, and only after we have confirmed by email that the return is accepted.

Once we receive the returned Product(s) and confirm that the conditions in Section 10 are met, we will issue a refund of the price paid (excluding any additional delivery costs arising from your choice of a delivery method other than our standard, least expensive option) within 14 days, using the same payment method used for the original transaction, unless you expressly agree to a different method. We may withhold the refund until we have received the returned Product(s) or you have supplied proof of return shipment, whichever is earlier.

Independently of the right of withdrawal, Consumers benefit from the statutory legal guarantee of conformity under Articles 128–135 of the Italian Consumer Code (implementing Directive (EU) 2019/771), which covers defects or non-conformities that exist at the time of delivery and become apparent within two years of delivery.

If you believe a Product is faulty or does not conform to the Contract, please contact contact@mavinoir.com describing the issue and, where possible, attaching photographs and your order number. Depending on the circumstances, we will offer a repair, replacement, price reduction, or termination of the Contract with a refund, in accordance with the statutory hierarchy of remedies.

All content on the Website — including text, product photography, graphics, logos, the Mavinoir name and site design — is the property of Mavinoir or its licensors and is protected by applicable copyright, trademark and other intellectual property laws. No part of the Website may be reproduced, distributed or used for commercial purposes without our prior written consent.

To the fullest extent permitted by applicable law, Mavinoir shall not be liable for any indirect, incidental or consequential loss arising from your use of the Website or the Products. Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited, including liability for death or personal injury caused by negligence, fraud, or liability arising under mandatory product-liability or consumer-protection law.

Personal data submitted through the Website is processed in accordance with our Privacy Policy and applicable data protection law, including Regulation (EU) 2016/679 (“GDPR”). For any question regarding how your data is used or to exercise your data protection rights, please write to contact@mavinoir.com.

Neither party shall be liable for any failure or delay in performing its obligations under the Contract where such failure or delay results from circumstances beyond its reasonable control, including natural disasters, strikes, carrier or customs disruption, or acts of government.

These Terms and any Contract formed under them are governed by Italian law. If you are a Consumer habitually resident in another EU Member State, you continue to benefit from any mandatory consumer-protection provisions of the law of your country of residence that cannot be derogated from by agreement, and nothing in this clause deprives you of that protection.

Any dispute arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of [City], Italy (the place of Mavinoir's registered office), save where mandatory consumer-protection rules grant jurisdiction instead to the courts of the Consumer's place of residence.

If you are an EU-based Consumer, you may also refer a dispute to the European Commission's Online Dispute Resolution platform at ec.europa.eu/consumers/odr, which allows consumers and traders to settle disputes out of court. Use of this platform does not guarantee that a dispute will be resolved and does not affect your right to bring a claim before a court.

We may update or amend these Terms 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. Orders placed before a change took effect remain governed by the version of the Terms in force at the time the Order was placed.

If any provision of these Terms is held to be invalid or unenforceable by a competent authority, that provision shall be limited or eliminated to the minimum extent necessary, and the remaining provisions shall continue in full force and effect.

For any question relating to these Terms, an Order, a withdrawal request or a complaint, please contact us at:

Mavinoir — mavinoir.com

contact@mavinoir.com