Returns & Refunds Policy
Last updated: January 2026
1. Introduction
This Returns & Refunds Policy explains how OBAI Ltd, we handles returns, cancellations, exchanges, and refunds for purchases made on www.maitresavonitto.uk.
We comply with the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
2. Your Right to Cancel (Consumers Only)
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason.
2.1 How to Cancel
To cancel your order, you must notify us clearly by email or post:
Email: hello@maitresavonitto.uk Post: OBAI Ltd, The Venture Centre, Stirling House, Cambridge Innovation Park, Denny End Road, CB25 9PB, United Kingdom.
You may use our Withdrawal Form, but it is not mandatory.
2.2 Return Deadline
Once you notify us, you must return the goods within 14 days.
2.3 Return Shipping Costs
You are responsible for return postage costs unless the item is faulty or incorrect.
We recommend using a tracked service.
3. Conditions for Returns
To be eligible for a return:
Items must be unused, unopened, and in their original packaging.
Items must be in a condition suitable for resale.
You must include proof of purchase (order number or receipt).
3.1 Non‑Returnable Items
For hygiene and safety reasons, we cannot accept returns of:
Opened or used soaps
Opened or used candles
Opened or used home fragrance products
Any item unsealed after delivery
Custom or personalised items
This does not affect your rights if the item is faulty.
4. Faulty, Damaged, or Incorrect Items
Under the Consumer Rights Act 2015, you are entitled to a remedy if your item is:
Faulty
Damaged on arrival
Not as described
Incorrectly supplied
4.1 What to Do
Contact us at hello@maitresavonitto.uk within 30 days of receiving the item.
We may request:
A description of the issue
Photos of the damage or defect
4.2 Remedies
Depending on the issue, you may be entitled to:
A replacement
A repair
A full refund
Return postage for faulty or incorrect items is covered by us.
5. Refunds
5.1 Refund Method
Refunds are issued to the original payment method only.
5.2 Refund Processing Time
Once we receive and inspect your return:
Refunds are processed within 14 days
You will receive an email confirmation
5.3 Deductions
We may deduct from your refund if:
The item has been handled beyond what is necessary to inspect it
The item is returned damaged or incomplete
Packaging is missing or significantly damaged
This is permitted under the Consumer Contracts Regulations.
6. Exchanges
We currently do not offer direct exchanges. If you want a different item, please return your original purchase for a refund and place a new order.
7. Lost or Missing Returns
If you return an item without tracking and it does not arrive, we cannot issue a refund. The customer is responsible for ensuring safe return delivery.
8. Items Returned After the Deadline
Items returned after the 14‑day return window (unless faulty) may be rejected or returned to you at your expense.
9. Contact Us
If you have any questions about this Returns & Refunds Policy, contact:
OBAI Ltd, The Venture Centre, Stirling House, Cambridge Innovation Park, Denny End Road, CB25 9PB, United Kingdom.
Email: hello@maitresavonitto.uk
