Refund policy
Refund and Return Policy
We want you to be pleased with your purchase. We offer a 30 day return period. You must submit your return request within 30 days after receiving your order.
Requesting a Return
Before returning any item, you must send a written return request to:
maisonmoseslumiere@gmail.com
Your email should include:
- Your full name
- Your order number
- The item you wish to return
- The reason for the return
- Photographs if the item is damaged, defective, or incorrect
Please do not mail an item back before receiving written approval from us.
If your return is approved, we will email you the return instructions and the correct location where your package must be sent. Items returned without written approval or sent to an unauthorized location may not be accepted.
Return Requirements
To qualify for a return, the item must be:
- In the same condition in which it was received
- Unworn and unused
- Free from damage, writing, stains, odors, or signs of use
- In its original packaging
- Returned with all original tags, materials, and accessories
You may also be asked to provide your receipt or proof of purchase.
Damaged, Defective, or Incorrect Items
Please inspect your order when it arrives.
Contact us as soon as possible at info@hopefulbooks.com if your item is damaged, defective, or different from what you ordered.
Please include your order number and clear photographs of the item and packaging. We will review the problem and provide instructions for a replacement, return, or refund.
Items That Cannot Be Returned
The following items are generally not eligible for return:
- Personalized or custom made items
- Gift cards
- Digital books, printable files, and downloaded products
- Items marked as final sale
- Used, worn, washed, altered, or damaged items
- Items returned without written approval
- Items sent to the wrong location
- Personal care products that have been opened or used
These limits do not apply when a return or refund is required by law.
Digital Products
Digital books, printable files, and other downloadable products cannot be returned or refunded after they have been delivered or downloaded.
Please contact maisonmoseslumiere@gmail.com if you received the wrong file, were charged more than once, or are having trouble accessing your purchase.
Return Shipping
Customers are responsible for return shipping costs unless the item was damaged, defective, or sent incorrectly.
Original shipping charges are not refundable unless required by law or the return resulted from our mistake.
Please use a shipping service that provides tracking. We are not responsible for packages that are lost or damaged while being returned.
Exchanges
We do not offer direct exchanges.
To receive a different item, please request a return for the original item. After the return is approved, you may place a new order for the item you want.
Refunds
We will notify you after we receive and inspect your return.
If your refund is approved, the refund will be sent to your original payment method within 10 business days. Your bank or credit card company may need additional time to post the refund to your account.
Please contact maisonmoseslumiere@gmail.com if more than 15 business days have passed since we approved your refund.
Prepaid Card Refunds
Purchases made with a prepaid credit card, prepaid debit card, or similar payment card will be refunded to the original payment method used for the purchase.
Customers should keep their prepaid card until the order has been received and the applicable return period has ended.
Maison Moses Lumière cannot redirect a refund to a different card, bank account, or payment method.
If the original prepaid card has been discarded, expired, canceled, or is no longer accessible, the customer must contact the card issuer directly regarding access to the refunded funds.
Refund processing may take up to 10 business days after the refund has been issued, depending on the customer's card issuer or financial institution.
European Union Customers
Customers receiving merchandise in the European Union may have the right to cancel an eligible online purchase within 14 days after receiving it.
To request cancellation, send a written notice to maisonmoseslumiere@gmail.com. Do not send the item until you receive return instructions from us.
This section does not limit any consumer rights provided by European Union law.
Order Verification and Fraud Prevention
To protect our customers and Maison Moses Lumière from unauthorized transactions, fraud, identity theft, and payment disputes, orders may be reviewed using automated and manual fraud prevention measures before fulfillment.
Our payment platform and fraud prevention systems may evaluate information associated with a transaction, including payment verification results, billing and shipping information, IP address information, order history, transaction patterns, and other available risk indicators.
High Risk Orders
Orders identified as presenting an elevated or high risk of fraud may be temporarily placed on hold for additional review.
Maison Moses Lumière reserves the right, to the extent permitted by law, to cancel and refund an order when we reasonably believe the transaction may be unauthorized, fraudulent, or otherwise presents an unacceptable payment risk.
A customer will not be charged for merchandise that we cancel and do not fulfill. If payment has already been captured, the appropriate refund will be issued to the original payment method.
Address Verification
A difference between the billing address and shipping address does not automatically mean that an order is fraudulent. Customers may legitimately purchase gifts or have merchandise delivered to another location.
However, significant differences between the billing information, shipping destination, payment information, or location from which an order is placed may cause an order to receive additional verification.
For the smoothest processing, customers should enter the billing address exactly as it appears on the account associated with the credit or debit card being used.
When possible, using a shipping address that can be reasonably associated with the purchaser may help prevent unnecessary verification delays.
Prepaid Credit and Debit Cards
Orders placed using prepaid credit cards, prepaid debit cards, virtual cards, or other payment methods that provide limited verification information may be subject to additional review.
Use of a prepaid card does not automatically cause an order to be canceled. However, when a prepaid payment method is combined with other fraud risk indicators, we may request additional verification or cancel and refund the transaction.
For smoother order processing, we recommend using a standard credit or debit card when available and providing accurate billing information that matches the information registered with your card issuer.
Additional Verification
If an order requires additional verification, we may contact the customer using the email address or telephone number provided with the order.
We may request reasonable information necessary to confirm the legitimacy of the transaction.
Failure to respond to a verification request within a reasonable period of time may result in cancellation of the order.
For your protection, do not email complete credit card numbers, security codes, passwords, Social Security numbers, or other highly sensitive information to us.
Order Cancellation
Maison Moses Lumière reserves the right to decline, cancel, or refund an order when there is reasonable evidence of unauthorized use, suspected fraud, payment irregularities, inaccurate information, or other significant transaction risk.
Fraud screening decisions are made for the protection of both our customers and our business and are not based solely on a customer's country, nationality, or the fact that the billing and shipping addresses are different.
Refunds Following Fraud Cancellation
When an order is canceled before fulfillment because of a fraud or payment risk determination, any captured payment will be refunded to the original payment method.
The customer's financial institution may require additional processing time before the refund appears on the customer's account.
Questions About an Order
If you believe your legitimate order was canceled in error, please contact:
Maison Moses Lumière
maisonmoseslumiere@gmail.com
We will be happy to review the matter.
Shipping and Fulfillment Notice
This item may ship directly from one of our fulfillment partners. Products in the same order may arrive separately. Estimated delivery is [10 to 14 business days after your order is placed]. Shipping charges, if applicable, are shown at checkout. Please see our Shipping Policy for complete details.