Return and Refund Policy

1. Policy Overview
This Return and Refund Policy describes the conditions and procedures for returns, exchanges, and refunds. Consumer rights under applicable laws remain unaffected, especially in cases involving faulty or incorrectly described products. This policy should be read together with our Terms of Service.

2. Return and Exchange Period
Return or exchange requests must be submitted within 30 days of receiving the order. Requests made after this period cannot be accepted.

3. Eligibility Criteria
To be eligible for a return or exchange, items must meet the following conditions:

  • Returned in original, unused condition.
  • Include all original parts, accessories, and packaging.
  • Show no signs of wear, washing, or alteration.

4. Ineligible Returns
Returns or exchanges will not be accepted if:

  • The item does not meet the required condition standards.
  • Damage is caused by misuse or improper handling.
  • The return is sent without prior approval.

5. Return Request Process
Customers must contact support within 30 days of receiving the order at support@montrielle.com. Requests must include the order number, item details, reason for return, and supporting images if applicable. Unauthorised returns will not be processed.

6. Incorrect or Damaged Items
If an item is received incorrect or damaged, customers should contact support@montrielle.com with the following details:

  • Order number,
  • Description of the issue,
  • Supporting images of the product.

After review, eligible cases will result in a replacement or refund in accordance with applicable consumer regulations.

7. Refund Process
Once returned items are received, they are inspected before approval. Approved refunds are issued to the original payment method within approximately 7 days of confirmation. Processing times may vary depending on the payment provider or financial institution.

8. Return Shipping

  • Return instructions and address are provided after approval.
  • If the return is due to an error or defective item, return shipping costs are covered by the store.
  • For other approved returns, the customer is responsible for return shipping costs.
  • No additional restocking fees apply.

9. Order Cancellations
Cancellation requests must be submitted before processing begins by contacting support@montrielle.com. Once processing has started, cancellation is no longer possible. Orders that have already entered processing cannot be cancelled and must follow the Return and Refund Policy if a return is required.

10. Exchanges
Approved exchanges are processed once the original item has been received and verified. Exchanges depend on product availability; if the requested item is unavailable, a refund will be issued instead.

11. Policy Misuse
We reserve the right to refuse returns or exchanges in cases of suspected fraud, misuse, or repeated violation of this policy.