Refund policy
We have a 30 day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, unworn, with all original packaging. You will also need the receipt or proof of purchase.
How to Start a Return
To start a return, please contact us at support@monterro.us.
Returns must be approved before being shipped back.
After your return request is approved, we will provide return instructions and the correct return shipping address by email.
Items sent back without prior return approval will not be accepted.
Return Shipping
If your return is accepted, we will provide return instructions by email.
Return shipping costs may be the responsibility of the customer unless the item arrived damaged, defective, or the wrong item was received.
Original shipping charges are nonrefundable unless the return is due to our error.
Custom and Personalized Items
Custom, personalized, engraved, made to order, or specially requested items are final sale once production has started.
These items are made specifically for the customer and cannot be returned, exchanged, or refunded unless they arrive damaged, defective, or incorrect.
Damages, Defects, and Wrong Items
Please inspect your order upon delivery and contact us within 48 hours if the item is defective, damaged, incomplete, or if you received the wrong item.
To help us review the issue, please include your order number, a description of the problem, and clear photos of the item and packaging.
If the issue is approved, we will make it right by offering a replacement, repair, refund, or another appropriate solution depending on the situation.
Non Returnable Items
The following items cannot be returned:
- Custom or personalized products once production has started
- Engraved items once production has started
- Made to order items once production has started
- Special order items
- Used, worn, altered, or damaged items not caused by us
- Items returned without prior approval
- Gift cards
- Final sale or clearance items
Exchanges
The fastest way to ensure you receive the item you want is to return the eligible item after approval and place a separate order for the new item.
Custom, personalized, engraved, and made to order items are not eligible for exchange once production has started unless they arrive damaged, defective, or incorrect.
Shipping and Delivery Times
All products are handmade or prepared to order.
Processing time: 7 to 10 business days after payment is confirmed
Shipping time within the United States: 5 to 10 business days after shipment
Total estimated delivery time: 12 to 20 business days
Delivery times are estimates and are not guaranteed. Delays may occur due to carrier processing, customs, weather, holidays, or other circumstances outside of our control.
Orders in Transit
If your order is still in transit and tracking information shows active movement, the order is not considered lost.
If your tracking has not updated for an unusual period of time, please contact us at support@monterro.us so we can review the situation with the carrier.
Lost Packages
If the carrier confirms that the package is lost, we will work with you on an appropriate solution, which may include a replacement or refund depending on the situation.
Refunds
We will notify you once we have received and inspected your return, and we will let you know if the refund was approved.
If approved, you will be automatically refunded to your original payment method within 10 business days.
Please remember that it may take additional time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we approved your refund, please contact us at support@monterro.us.
European Union 14 Day Cooling Off Period
If merchandise is shipped into the European Union, customers may have the right to cancel or return an order within 14 days, for any reason and without justification, where required by applicable law.
The item must be in the same condition that you received it, unused, unworn, with all original packaging. You will also need the receipt or proof of purchase.
This does not apply to custom, personalized, engraved, or made to order products where an exception is allowed by applicable law.
Contact Us
If you have any questions about returns or refunds, please contact us at support@monterro.us.