Returns & Refunds

1. OVERVIEW

We want you to feel confident when shopping with Monelle. This Returns & Refunds Policy explains how returns, refunds and remedies are handled for orders placed by consumers in the European Union.

This policy works alongside your statutory consumer rights. Nothing in this policy limits, excludes or replaces rights that cannot lawfully be excluded under applicable consumer-protection legislation.

2. STATUTORY RIGHT OF WITHDRAWAL

For most goods purchased online by EU consumers, you have a statutory right to withdraw from the purchase without giving a reason within 14 days from the day on which you, or a third party designated by you other than the carrier, take physical possession of the goods.

The procedure, exceptions, return costs and refund rules are explained in our separate Right of Withdrawal Policy.

Certain categories of goods may be exempt from the statutory right of withdrawal where a legal exception applies, for example certain personalised or made-to-order goods. Any applicable exception will be communicated where required.

3. FAULTY, DAMAGED OR NON-CONFORMING GOODS

If an item is defective, damaged, incorrect, or does not conform to the contract, please contact us as soon as possible via the customer support page.

Please provide your order number and, where useful, photographs or other information showing the issue. This helps us investigate efficiently.

EU consumer law provides a minimum two-year legal guarantee for goods against defects or lack of conformity, subject to the applicable legal rules and any specific national provisions. Where a product is defective or otherwise legally non-conforming, the consumer may have rights including repair or replacement and, where legally applicable, a price reduction or termination of the contract.

Where a statutory remedy requires the goods to be returned, the applicable return costs will be handled in accordance with law.

4. RETURNS FOR CHANGE OF MIND

Where you exercise the statutory 14-day right of withdrawal, the return process described in our Right of Withdrawal Policy applies.

Unless Monelle has agreed to bear the cost or applicable law requires otherwise, the consumer is responsible for the direct cost of returning goods under the statutory right of withdrawal, provided that Monelle informed the consumer of this obligation before the contract was concluded.

Goods should be handled only to the extent necessary to establish their nature, characteristics and functioning, in the same way a customer would reasonably be able to examine them in a physical shop. Where applicable law permits a reduction in the refund because goods have been handled beyond this extent and their value has consequently diminished, Monelle may make such a deduction.

5. REFUNDS

When a valid withdrawal is exercised, Monelle will reimburse the payments received from the consumer in accordance with the applicable legal timeframe and rules.

For EU statutory withdrawals, reimbursement generally includes the cost of standard delivery selected at the time of purchase, but does not include any additional cost resulting from the consumer choosing a more expensive delivery method.

Where permitted by law, reimbursement may be withheld until Monelle has received the returned goods or the consumer has supplied evidence that the goods have been sent back, whichever occurs first.

6. RETURN CONDITION

For a voluntary change-of-mind return, goods should be returned in a condition consistent with the statutory examination rights described above.

This does not affect statutory rights concerning defective, damaged or non-conforming goods. We will not reject a valid statutory claim merely because an item cannot be returned in a particular commercial condition when the law provides a remedy.

7. HOW TO REQUEST A RETURN OR REFUND

To initiate a request for a return, cancellation, or refund, please contact us via the support page.

Please provide:
• Order number
• Name used for the order
• Item(s) concerned
• Reason for contact, where relevant
• Photographs or other evidence for damaged, defective or incorrect goods

We will then provide the appropriate instructions for the type of request concerned.

8. NO WAIVER OF CONSUMER RIGHTS

This policy is not intended to restrict your statutory rights. If mandatory consumer law in your country provides a more favourable or additional remedy, that law will prevail.

For more information about the 14-day withdrawal process, please see our Right of Withdrawal Policy.