Refund policy
Our return policy is valid for 30 days. You have 30 days to return your product(s) after you've received it. Once 30 days have passed, we unfortunately cannot accept your return(s) anymore.
To be eligible for a return, your item must be unused and in the same condition as you received it. The product must also still be in its original packaging.
There are certain situations where refunds can be refused.
- Any item that is not in its original condition or has been damaged by your fault.
- Any item returned more than 30 days after you've received it.
How to Initiate a Return:
To initiate a return, please contact us at info@montaviel.com with your order details. Once approved, the return must be completed using our official return form, which can be accessed here: MONTAVIEL Return Form. Please ensure you reach out within the 30-day return window to be eligible for a refund.
Return Label:
Once your return request is approved, we will provide instructions on how and where to send your package. The completed return form must be included inside the return parcel. Please note that it is the customer's responsibility to arrange and cover the cost of returning the item. Returns sent without prior approval will not be accepted.
Refunds:
Once we have received and approved the return, your refund will be processed and automatically issued to your payment method within 14 days, using the same payment method you placed the order with.
Customer Remorse Returns:
If you wish to return an item due to a change of mind or because of an ordering mistake, you are responsible for the actual costs of returning the product. We encourage you to review your order carefully before finalizing to ensure satisfaction with your selections.
Late or missing refunds:
If you have not yet received a refund after 14 days, please first check with your bank account.
Then contact your payment provider, as it may take some time for the refund to be officially transferred.
If you have completed these steps and still have not received your refund, please contact us.
Defective products:
If you receive a defective product, please contact us at info@montaviel.com as soon as possible. Photographic evidence is required. A replacement product will be provided free of charge.
Exchanges:
We do not accept exchanges. Items can be returned within 30 days and a new order may be placed.
Cancellation:
Orders are processed shortly after submission. Cancellation requests can be made within 3 hours of placing the order, provided the order has not entered the packing or shipping stage. After this point, cancellation may no longer be possible.
Restocking fee:
We do not charge a restocking fee for returned items.
Shipping your return items:
You are responsible for the return label and shipping costs, except in cases of defective or incorrectly received items.
Returned items must be shipped using a traceable shipping service or shipping insurance. The sender remains responsible for the shipment at all times.
Contact information:
Montaviel is operated by Nyland, a company registered in The Netherlands. Trading ID: 77593944.
Address: Vlierboomstraat 299, The Hague, South-Holland, 2564 JA, The Netherlands
Email: info@montaviel.com
Phone: +31 6 19 444 742
Social Media:
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Customer service hours:
Monday to Friday: 09:00 AM to 06:00 PM (GMT+1)
Saturday and Sunday: 10:00 AM to 05:00 PM (GMT+1)
We aim to reply to your email within 1 business day.