Cancellation policy

Last updated: September 2026

At Maison Virtus, many of our pieces are individually made to order through specialized artisanal processes. For this reason, each purchase requires the allocation of materials and production capacity specifically for that order.

Order Confirmation

Once payment has been processed and the purchase confirmation has been issued, the order is considered confirmed and may enter the production and preparation process.

Before completing a purchase, the customer is responsible for carefully reviewing the product, size, color, quantity, delivery address, and all other information included in the order.

Cancellation Requests

Cancellation requests must be submitted through our Customer Care channel immediately after the purchase is made and must include the customer’s name and order number.

Maison Virtus may only consider a cancellation request if the order has not yet entered the production or preparation process. Submitting a request does not guarantee that the cancellation will be approved.

Once this process has begun, the order will be considered final and cannot be canceled due to a change of mind, an incorrect size or color selection, duplicate orders, changes in the customer’s preferences, or delays that remain within the production and delivery timeframe previously communicated.

Made-to-Order Pieces

Items identified as “Made to Order” or “Pre-order” are individually crafted for each purchase.

These orders cannot be canceled, modified, or exchanged once payment has been confirmed and the production process has begun.

This includes requests to change the size, color, design, delivery address, or any other aspect of the order. If you need to request a change, please contact our team immediately. Approval will depend on the status of the order and cannot be guaranteed.

Statutory Consumer Rights

This policy does not limit or exclude any mandatory consumer rights granted under applicable law.

Where a statutory right of withdrawal, cancellation, return, repair, or refund applies, Maison Virtus will process the request in accordance with the applicable legal terms and timeframes.

This cancellation policy also does not affect the customer’s rights when a product is defective, does not correspond to the order placed, or fails to meet the characteristics advertised. Such cases will be assessed in accordance with our Returns and Warranty Policy.

Approved Refunds

When a cancellation is approved, the refund will be issued to the original payment method. The time required for the funds to appear in the customer’s account will depend on the relevant financial institution or payment provider.

Bank charges, currency-exchange differences, or external fees not received directly by Maison Virtus will remain subject to the terms of the corresponding institution.

Cancellations by Maison Virtus

Maison Virtus reserves the right to cancel an order if the piece cannot be produced or shipped, an evident error is identified in the product’s price or information, payment cannot be verified, import or delivery restrictions apply, or the transaction is identified as potentially fraudulent.

In such cases, the customer will be notified and the corresponding refund will be issued to the original payment method.

Acceptance of This Policy

By completing a purchase, the customer acknowledges having reviewed the product’s characteristics and understands that pieces made to order are subject to limited cancellation conditions due to their individual and artisanal nature.