Refund policy

Returns & Refunds

At Madame Riviera, your satisfaction and wellbeing matter to us, and we handle every request personally and with care. To keep things clear and fair for everyone, please read the conditions below before requesting a return.

Important: hygiene rule for cosmetics
For hygiene and health-protection reasons, cosmetic and personal-care products cannot be returned or refunded once opened, unsealed, used or tested, even within the withdrawal period. This is permitted under EU consumer law (Art. 16, Dir. 2011/83/EU) and protects the safety of all our customers. A product is considered sealed only if its protective film, cap seal or original hygiene seal is fully intact.

Your right of withdrawal (14 days)
You may cancel your order within 14 days of receipt, without giving a reason, by writing to 📧 concierge@madameriviera.com before returning any item. To be accepted, the product must be:

• completely unused, unopened and untested, with every hygiene seal intact;
• in its original, undamaged packaging, complete with every box, insert and accessory.

After your withdrawal is approved, you have 14 days to return the item. Return shipping costs for a withdrawal are borne by you, and we recommend a tracked service: items lost in return transit remain your responsibility until they reach us.

Refunds for withdrawals are issued only after we have received and inspected the item and confirmed it meets the conditions above. In line with EU law, we may reduce the refund to reflect any diminished value resulting from handling beyond what is necessary to establish the nature and characteristics of the product.

Faulty, damaged or incorrect items
If your item arrives faulty, damaged in transit, or is not the item you ordered, we will put it right at no cost to you. Contact us at 📧 concierge@madameriviera.com:

• for transit damage: within 48 hours of delivery, with photos of the item and the outer packaging;
• for faults or incorrect items: within 14 days of delivery, with photos or a short video clearly showing the issue.

Requests without the required photo or video evidence, or made after these deadlines, cannot be processed. Once verified, we will arrange a replacement or a full refund, including return shipping costs.

Not eligible for return

• Products that have been opened, unsealed, used or tested;
• Items returned without prior written approval from our concierge;
• Items returned incomplete, without their original packaging, or damaged by misuse;
• Requests made after the deadlines stated above.

How returns work
All returns must be approved in advance by our concierge, who will then send you the correct return address by email. As some items are dispatched from our supplier's warehouse, returns may need to be sent there: we always provide full instructions. You deal only ever with Madame Riviera, never directly with the warehouse.

Refunds
Approved refunds are issued to your original payment method within 7 working days of our receiving and inspecting the returned item.

Legal guarantee
All products benefit from the statutory legal guarantee of conformity of 24 months provided under EU law. It applies to pre-existing faults and does not cover normal use, misuse or the natural finishing of a product.