Return & Refund
We at Monserrate.store are committed to providing our customers with the best online shopping experience. However, we understand that sometimes the product does not meet your expectations or there are other reasons why you want to return it. Therefore, we have built a return and refund policy to ensure your satisfaction. Please read the terms below carefully to understand your rights.
1. Return period – 30 days
You can request a return within 30 days from the date of receipt of the product. After this period, we will not accept any return requests.
2. Product Return Conditions
To ensure that you are eligible for a return, your product must meet the following requirements:
- Product condition: The product must be unused, with original tags and labels, and in the original condition as when you received it. Products that are damaged or show signs of use will not be accepted for return.
- Non-Returnable Products: Some items may not be eligible for returns due to hygiene reasons, such as underwear, socks, swimwear, or final sale items. These items will be clearly marked as “non-returnable” on the product page.
3. Return Process
If you would like to return a product, please follow these steps:
- Contact Us: Send a return request via email to our customer service at [email protected]. In the email, you will need to provide your order number, reason for return, and a photo of the product if the product is defective or damaged.
- Wait for confirmation: After receiving your request, we will respond within 2-3 business days. If your request is approved, we will provide you with detailed instructions on how to return the product.
- Return the product: You will need to package the product carefully and send it back to our address provided in the response email. Shipping costs for returns will be borne by the customer, unless the product is defective on our part (manufacturing defect or wrong product sent).
4. Refund Policy
After we receive and inspect the returned product, the refund process will be carried out as follows:
- Processing time: The refund inspection and processing process usually takes 30 working days from the time we receive the returned product. We will send a confirmation email when the refund process is complete.
- Refund method: The amount will be refunded via the payment method you used when placing the order (Paypal, Payoneer). Refund time may vary depending on the policy of the bank or payment service provider you use, usually from 30 working days after we process it.
5. Cases Not Eligible for Refund
We reserve the right to refuse a return or refund request in the following cases:
The product does not meet the conditions for return (used, without tags, or not in its original condition).
The product is not eligible for return (such as lingerie, swimwear, or final sale items).
Return requests are submitted after 30 days from receipt of the item.
6. Cancellations
We allow customers to cancel orders within 24 hours of placing the order. If you wish to cancel your order, please contact our customer service via email at [email protected] as soon as the decision is made. After 24 hours, the order will be processed and cannot be canceled. If the order has been shipped, you can request a refund after receiving the item according to our return policy.
7. Contact Support
If you have any questions regarding our return and refund policy, please do not hesitate to contact our customer service team at:
Email: support@monserrate.store
Address business: 618 Minor Ave, Kalamazoo, MI 49008, USA
Monday – Friday| 8:00 am – 6:00 pm (EST)