Refund & Returns Policy

We want you to feel confident shopping with us. If something isn’t right, our team is here to help with a clear and straightforward returns process.

Return Window

You have 30 days from the date you receive your order to request a return under our voluntary returns policy, subject to the eligibility requirements below.

This policy does not limit any statutory consumer rights you may have.

Return Eligibility

To qualify for a return under our voluntary returns policy, your item must be:

• In the same condition you received it

• Unworn or unused

• With its original tags and packaging

• Accompanied by your order number or proof of purchase

How to Start a Return

Email support@montcini.com with your order number and the details of the item you would like to return.

Our team will provide return instructions and the correct return address. Please contact us before sending your parcel so it reaches the appropriate location.

Customers are responsible for return shipping costs unless the item is defective, damaged, or incorrect, or applicable law requires otherwise.

We recommend using a tracked shipping service and keeping your proof of postage.

Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives. If an item is damaged, defective, or incorrect, email support@montcini.com as soon as possible.

Include your order number, a description of the issue, and clear photographs where possible. We’ll review the details and arrange an appropriate resolution, such as a replacement or refund, in accordance with your applicable consumer rights.

Refunds

Once we receive and inspect your return, we’ll notify you whether your refund has been approved.

Approved refunds under our voluntary returns policy are processed to your original payment method within 5–10 business days after receipt and inspection.

Your bank or payment provider may take additional time to post the refund. Statutory refund deadlines apply where required by law.

Exchanges

If you would like a different size, color, or item, contact support@montcini.com.

Exchanges depend on availability. We may arrange a return followed by a new order or offer a replacement option. Any applicable charges will be communicated before you agree to proceed.

Exceptions & Non-Returnable Items

Where applicable, the following items are excluded from our voluntary returns policy:

• Custom-made or personalized items

• Perishable goods

• Sealed hygiene or personal care items once unsealed

• Hazardous materials, flammable liquids, or gases

• Items clearly marked as final sale before purchase

• Gift cards, except where required by law

These exclusions do not remove your statutory rights concerning faulty, damaged, or incorrectly supplied goods. A discounted price alone does not remove applicable statutory rights.

If you’re unsure whether an item is eligible for return, contact us before ordering.

European Union Right of Withdrawal

Where EU consumer law applies, you generally have 14 days from delivery to notify us that you wish to withdraw from an eligible online purchase, without providing a reason.

To exercise this right, email support@montcini.com with a clear statement of your decision and your order details. Prior approval is not required to exercise a statutory right of withdrawal.

You must send the goods back within 14 days of notifying us. You are responsible for direct return shipping costs unless we agree to cover them or applicable law requires otherwise.

You may inspect the goods as you would in a shop. You may be responsible for any reduction in value caused by handling beyond what is necessary to establish their nature, characteristics, and functioning.

For a valid withdrawal, we will refund the applicable payments, including the cost of our standard outbound delivery, within 14 days of receiving your withdrawal notice. We may withhold the refund until we receive the goods or evidence that you have sent them back, whichever occurs first.

Additional charges for a delivery method more expensive than our standard option are not refundable. Statutory exceptions may apply, including to clearly personalized goods and certain unsealed hygiene items.

International Orders & Customs

International deliveries may experience customs clearance delays beyond our control. Such delays do not remove your applicable return or refund rights.

Import duties, taxes, and customs charges are the customer’s responsibility unless stated otherwise at checkout or required otherwise by law. Any refund of charges collected by customs authorities is subject to their procedures.

Contact Us

For help with a return, exchange, or refund, contact:

MONTCINI
Email: support@montcini.com