Refund policy

1. Overview

At Monte Heritage, we take immense pride in curating timeless pieces that embody discretion, refinement, and uncompromising quality. However, should you not be entirely satisfied with your purchase, we offer a fair and transparent returns and refund process — fully compliant with the EU Consumer Rights Directive (2011/83/EU).

2. Right of Withdrawal

2.1 Legal Right to Cancel

As an EU consumer, you are entitled to withdraw from your purchase within 14 days of receiving your order, without the need to provide any reason.

2.2 Withdrawal Period

The withdrawal period expires 14 calendar days after the day you — or a third party designated by you (other than the carrier) — receive the goods.

3. How to Exercise Your Right of Withdrawal

To exercise your right of withdrawal, you must notify us of your decision to cancel the contract by a clear written statement via email at:
Email: support@monteheritage.com

You may also use the template cancellation form below, though it is not obligatory.

4. Conditions for Returns

Items must be returned in their original condition, unused, unworn, unwashed, and with all original tags and packaging intact.
Any product showing signs of wear, use, damage, alteration, or missing components may result in a partial refund or denial of the refund.
We do not accept returns of items classified as:
- Gift cards
- Final sale items (if explicitly stated)
- Personalised or made-to-order items, in accordance with Article 16(c) of Directive 2011/83/EU.

5. Return Procedure

5.1 Steps:

Contact our Customer Care team at support@monteheritage.com within the 14-day window.
You will receive detailed instructions and the return address.
Securely pack the item in its original packaging.
Ship the item back using a trackable shipping service.

5.2 Return Shipping Costs:

Customers are responsible for the cost of return shipping, unless the item is defective, damaged, or incorrect.
We are not liable for returns lost in transit. We strongly recommend using a tracked and insured service.

6. Refunds

6.1 Processing Time:

Once your return is received and inspected, we will notify you of the approval or rejection of your refund within 5 business days.

6.2 Refund Method:

If approved, your refund will be processed back to your original payment method within 7–14 business days, depending on your financial institution.

6.3 Deductions (if applicable):

If the returned item shows signs of damage, wear, or use beyond what is necessary to establish its nature, characteristics, and functioning, a reasonable deduction may be applied, as permitted under EU law.

7. Damaged, Faulty, or Incorrect Items

If you receive a defective, damaged, or incorrect item, please contact us immediately at support@monteheritage.com with supporting photographs. In such cases:

A full refund, exchange, or replacement will be offered at no additional cost to you, including return shipping costs.

8. Non-EU Customers

While the EU Withdrawal Rights apply strictly to customers within the European Union, we extend a 14-day return policy to international customers as a courtesy. Local duties, taxes, and customs fees are non-refundable.

9. Exceptions — Force Majeure

Monte Heritage shall not be held liable for any delays, loss, or failure in processing returns or refunds resulting from causes beyond our reasonable control, including but not limited to natural disasters, strikes, wars, pandemics, or governmental restrictions.