Montelunie Refund and Returns Policy

Effective Date: January 8, 2025

At Montelunie, we are committed to ensuring that every customer is satisfied with their purchase. We understand that sometimes things don’t go as planned, and that’s why we offer a straightforward and hassle-free return and refund policy to ensure your shopping experience is as smooth as possible. Whether you’ve changed your mind or received a product that doesn’t meet your expectations, we’re here to help.

This Refund and Returns Policy outlines the terms and conditions under which returns, exchanges, and refunds can be processed. By purchasing from Montelunie, you agree to the terms of this policy.

Please read the entire policy carefully to ensure that you are aware of the requirements and steps involved in returning or exchanging an item.

1. Return and Exchange Eligibility

Montelunie offers a 30-day return and exchange policy from the date of delivery. In order to qualify for a return or exchange, the following conditions must be met:

  • Condition of Items: All items being returned or exchanged must be unused, unworn, and in new, resalable condition. Products should not show any signs of wear, damage, or alterations.
  • Original Packaging: All items must be returned with the original packaging, including tags, protective packaging, and any accessories that came with the item. If the product is returned without its original packaging or tags, we may not accept the return.
  • Non-returnable Items: Custom, personalized, or made-to-order items are not eligible for returns unless the product is defective or damaged during transit. These items are considered final sale, and no exchanges or returns will be accepted unless stated otherwise.
  • Return Window: You must initiate the return or exchange request within 30 days from the date your order was delivered. Requests made after this period will not be eligible for return or exchange.

2. How to Initiate a Return or Exchange

If you wish to return or exchange an item, please follow these steps to initiate the process:

  1. Contact Customer Service:

    • Send an email to info@montelunie.com with your order number and details of the product(s) you would like to return or exchange.
    • Include a brief description of the reason for the return or exchange, so we can better assist you.
    • Attach clear photos of the item, especially if it is defective or damaged. This helps us evaluate the situation quickly.

  2. Return Authorization:

    • Once we receive your return request, our customer service team will respond within 2-3 business days with a Return Merchandise Authorization (RMA) number.
    • Please ensure that you include the RMA number in your return package. Returns sent without an RMA number will not be processed.

  3. Return Shipping:

    • Customers are responsible for the return shipping costs unless the return is due to an error on our part or if the item is defective.
    • We recommend using a trackable shipping service or purchasing shipping insurance for your return to ensure that the package is returned safely.
    • Montelunie is not responsible for lost or damaged packages during the return process, and any such damages will be the responsibility of the customer.

  4. Exchanges:

    • If you would like to exchange an item for a different size, color, or product, please clearly specify the new item in your return request.
    • Once we process the return, we will ship the replacement item as soon as it is available. Exchanges are subject to product availability, and if the replacement item is out of stock, we will issue a refund instead.

3. Refunds

Once we have received and inspected the returned item(s), we will process your refund according to the following guidelines:

  • Refund Processing Time:
    • Refunds will be issued to the original method of payment within 5-10 business days after we have received and inspected the returned product. Please note that depending on your payment provider or bank, it may take additional time for the refund to appear in your account.
  • Refund Amount:
    • Your refund will cover the purchase price of the returned item(s), excluding any shipping fees. Shipping costs are non-refundable unless the return is due to an error made by Montelunie (e.g., the wrong item was sent or the item was defective).
    • If the item was purchased using a discount code or promotion, the refund will be based on the price that was paid after applying the discount.
    • In the case of an exchange, you will only be charged or refunded for the difference in price between the returned item and the new item. If the new item is of a higher value, you will be required to pay the difference.

4. Defective or Damaged Items

We take great pride in the quality of our products, but in the rare event that you receive a defective or damaged item, we will gladly accept a return or exchange.

Defective Products:

  • If an item is found to be defective due to a manufacturing issue (e.g., stitching, material flaws), you must contact us within 7 days of receiving the item to report the issue.
  • We will arrange for a replacement or refund of the item at no additional cost to you.

Damaged Items During Shipping:

  • If the product is damaged during shipping, you must notify us immediately upon receipt of the package. Please provide clear photos of the damage, including the packaging and the damaged product.
  • Montelunie will cover the return shipping costs and provide a full refund or replacement as per your preference.

We aim to resolve any issues with defective or damaged products as quickly as possible, ensuring that you are satisfied with the final resolution.

5. Return Shipping Costs

In general, customers are responsible for the cost of return shipping. However, we will cover the return shipping costs under the following conditions:

  • Defective or Damaged Products: If your item is defective or damaged, we will provide a prepaid return shipping label to facilitate the return at no cost to you.
  • Montelunie’s Error: If we sent you the wrong product or there was an error in your order, we will cover the return shipping costs.

If you are returning an item for any other reason (e.g., change of mind, size issue), the return shipping will be at your expense. We recommend using a trackable service for returns, as we cannot guarantee that we will receive your returned package without tracking information.

6. Refund Processing Times

Once we receive your returned item(s) and have verified their condition, we will process your refund. The processing time for a refund is typically between 5-10 business days after the return is received. Please note that your financial institution may take an additional 3-5 business days to reflect the refund in your account.

Important Notes:

  • Original shipping fees are non-refundable, except in cases where Montelunie has made an error in fulfilling your order.
  • Returns received outside of the 30-day return window may be subject to a restocking fee or may be rejected entirely.

7. Non-Returnable Items

Some items cannot be returned or exchanged. These include:

  • Personalized, Custom, or Made-to-Order Products: Items that have been customized or made-to-order based on your specifications are considered final sale.
  • Gift Cards: Gift cards are not eligible for returns or refunds.
  • Final Sale Items: Any product marked as “Final Sale” or “Clearance” cannot be returned or exchanged.

In the event that you wish to return a non-returnable item by mistake, Montelunie reserves the right to refuse the return or issue a partial refund based on the condition of the item.

8. Contact Information

If you have any questions about our Refund and Returns Policy or need assistance with a return or exchange, please don’t hesitate to reach out to us. Our customer service team is happy to help!

We value your business and want to make sure you are completely satisfied with your purchase from Montelunie. If there are any issues with your order, we will do everything we can to resolve them promptly and fairly. Your satisfaction is our top priority!