Refund policy

Return and Refund Policy – Montavro

Last updated: July 17, 2025

 1. Overview

At Montavro, we want you to shop with confidence. If you are not satisfied with your order, we offer a simple and transparent return process. This policy applies to orders placed in France, the United Kingdom, Norway, and Australia.

 2. Return Eligibility

  • Return period: 14 days from the delivery date
  • Accepted conditions: Items must be new, unused, in their original packaging, with all tags and accessories included

3. Accepted reasons for return

  • Defective or damaged item
  • Wrong item received
  • Item does not fit or customer changed their mind

4. How to initiate a return

To request a return or exchange:

  • Send an email to support@montavro.com including your order number and the reason (optional)
  • If necessary, attach photos or videos showing the defects or damage
  • We will send you a Return Authorization Number (RAN) along with return instructions

5. Return fees and responsibility

  • Defective / damaged / incorrect items: Montavro covers return shipping costs and provides a prepaid label
  • Buyer's remorse (wrong size, change of mind): Return shipping costs are the customer's responsibility. No prepaid label is provided in this case

6. How to return items

  • Use a tracked delivery service
  • Include the RAN inside the package
  • Items must be securely packed in their original box

7. Exchanges

We accept exchanges for eligible products within 14 days after delivery:

  • The exchanged item must meet the same conditions as a return
  • If the new item has a different price, we will contact you before proceeding
  • Return shipping costs for exchanges are covered by Montavro only in case of defect or our error

8. Restocking fees

  • No restocking fees apply to returns or exchanges

9. Refund processing

  • Refunds are made via the original payment method
  • Refunds are processed within 2 business days after receipt and inspection of the return
  • A confirmation email will be sent once the refund is completed

10. Order cancellation

You can cancel your order before it ships. If your order has already been shipped, you can return it following our standard procedure upon receipt.

11. Damaged, defective, or incorrect items

We ensure your items arrive in perfect condition. If not:

  • Contact us within 7 days of receipt at support@montavro.com, with your order number and clear photos of the issue
  • After verification, a free replacement will be sent
  • If the problem occurs a second time, a full refund will be issued
  • The item must remain unused and include original packaging and accessories

12. Lost or undelivered orders

  • Please notify us within 7 days after the estimated delivery date if your package has not arrived
  • If the order is confirmed lost after investigation with the carrier, a replacement or full refund will be offered
  • Any order not delivered within 60 days after shipment is considered lost

13. Exceptions

Personalized items: not eligible for return or exchange

14. Contact information

Still have questions? Feel free to write to us at support@montavro.com or visit our FAQ page for more help.

Company name: Montavro

Address: 80 Rue Eugène Varlin, 34000 Montpellier, France

Email: support@montavro.com

Phone: +33756756638

Contact form: Click here