Refund Policy

Refund Policy

This Refund Policy applies to all purchases made through Maison Underground, a global e-commerce platform owned and operated by Veltrix Global LLC, a registered U.S. company (Wyoming, USA – D-U-N-S® 13-969-6577).

Our objective is to provide a transparent, fair and secure shopping experience. All customers are protected according to international e-commerce standards and applicable consumer regulations.

1. Eligibility for Refunds

Refunds may be requested under the following conditions:

  • The request must be submitted within 7 days after the order is delivered.
  • The item must be unused, unworn, undamaged and in its original packaging.
  • All accessories, tags, certificates, cards or seals must be included when applicable.
  • A valid proof of purchase is required.

Refunds will only be processed once the returned product is received and inspected by our verification team. Maison Underground reserves the right to deny a refund if the item does not meet the conditions listed above.

2. Non-Returnable & Non-Refundable Items

  • Digital goods or digital-only content
  • Used, damaged or altered items
  • Gift cards or promotional credits
  • Items without original packaging or missing components
  • Final sale or clearance products (when indicated at checkout)

3. Refund Method

Approved refunds will be processed using the same payment method originally used for the purchase. Processing times vary according to the payment provider and may take 3–14 business days depending on the institution.

4. Exchanges

At this time, Maison Underground does not process direct exchanges. To exchange an item, the customer must request a refund (if eligible) and place a new order.

5. Shipping Costs for Returns

  • Return shipping costs are the responsibility of the customer unless the item arrived damaged, defective or incorrect.
  • If the return is approved due to an error on our side, Maison Underground will cover or reimburse the return shipping fees.

6. Damaged, Defective or Incorrect Items

If you received a defective, damaged or incorrect product, please contact us immediately so we can resolve the issue as quickly as possible.

You must contact us within 48 hours after delivery.

Photos or videos may be required for verification.

7. How to Request a Refund

Please contact us using any of the official support channels listed below:

  • Email: contato@maisonunderground.com
  • Phone: +1 (877) 751-1175
  • Support Chat: Available on our website
  • Contact Page: maisonunderground.com/pages/contact
  • Mailing Address:
    Veltrix Global LLC
    30 N Gould St Ste R
    Sheridan, WY 82801-6317
    United States

Our team will respond with instructions for return approval, documentation, and shipping guidance.

8. Legal Compliance & Corporate Responsibility

Maison Underground and Veltrix Global LLC operate in accordance with:

  • U.S. Federal E-Commerce Regulations
  • Wyoming State Commercial Statutes
  • Dun & Bradstreet Corporate Verification Standards
  • International Online Consumer Protection Guidelines

All return and refund procedures follow internationally accepted best practices to ensure a fair and secure experience for our customers.

9. Rights & Ownership

© Maison Underground — All Rights Reserved.
Operated by Veltrix Global LLC (Wyoming, USA — D-U-N-S® 13-969-6577).