Refund policy
At Montvero (https://usemontvero.com/), customer satisfaction is our top priority. We operate a streamlined global supply chain and are committed to delivering high-quality products worldwide. If you are not entirely satisfied with your purchase, our Return and Refund Policy is designed to make the process clear, fair, and transparent.
1. 30-Day Return Window
We offer a 30-day return policy, meaning you have 30 calendar days from the date you receive your order to initiate a return request.
To be eligible for a return:
The item must be in the exact same condition that you received it: unworn, unused, unwashed, and undamaged.
The product must remain in its original manufacturer packaging with all tags, labels, accessories, and manuals intact.
You must provide a valid proof of purchase (order number, order confirmation email, or invoice).
2. Items Excluded from Returns
Due to hygiene, safety, and international shipping regulations, the following categories are strictly non-returnable:
Perishable items or consumable products.
Custom-made, bespoke, or personalized goods.
Personal hygiene and intimate apparel (e.g., underwear, swimwear, earrings, opened cosmetics).
Hazardous materials, flammable substances, or pressurized containers.
Gift cards, downloadable software, or digital goods.
Final sale / clearance promotional items clearly marked as non-refundable.
3. How to Request a Return
Please follow these steps to initiate a return:
Contact our support desk at support@usemontvero.com within 30 days of delivery.
In your email, include:
Your order number (e.g., #MV1001);
The specific item(s) you wish to return;
The reason for the return;
Clear photographs or a brief video highlighting any damage, defect, or discrepancy.
Our customer care team will review your request within 24 to 48 business hours. If approved, we will provide you with a Return Merchandise Authorization (RMA) number and detailed return shipping instructions.
Important: Do not send items back to the origin address on the parcel or without prior written authorization from support@usemontvero.com. Unauthorized returns cannot be tracked or processed.
4. Return Shipping Costs
Damaged, Defective, or Incorrect Products: If the issue is due to a defect or our fulfillment error, Montvero will cover the return shipping costs or provide a prepaid shipping label / replacement at zero cost to you.
Customer Remorse / Preference: If you are returning an item due to a change of mind, incorrect size chosen, or personal preference, the customer is responsible for covering the return postage fees and tracking. Original shipping fees paid at checkout are non-refundable.
We strongly advise using a trackable courier service and retaining proof of postage, as we cannot accept liability for items lost in transit.
5. Order Cancellations & Edits
Because orders enter automated processing rapidly to guarantee swift global transit:
Cancellation and modification requests must be submitted to support@usemontvero.com within 2 hours of placing your order.
After this window, orders are dispatched or routed to regional fulfillment centers and cannot be altered or stopped. In this scenario, you must wait for the shipment to arrive and request a standard return.
6. Inspection and Refund Processing
Once your return arrives at our designated inspection hub, our team will inspect the item within 3 to 5 business days.
You will receive an automated email notification confirming whether your refund has been approved.
If approved, your refund will be credited back to your original payment method (Credit Card, PayPal, Apple Pay, etc.) within 5 to 10 business days.
Note: Processing timeframes may vary depending on your financial institution or card issuer.
7. Exchanges
The fastest way to ensure you receive the desired item or alternative size is to return the original item following the procedure above and place a new purchase separately once the return is authorized.
8. Contact Our Support Team
If you have any questions or require assistance regarding returns and refunds, please reach out to:
Brand: Montvero
Store URL: https://usemontvero.com/
Support Email: support@usemontvero.com
Response Window: 24 – 48 business hours