GENERAL INFORMATION
1) Please prevent damage to and contamination of the goods. Please return the goods, if possible, in the original packaging with all accessories and all packaging components. If necessary, please use protective outer packaging. If you are no longer in possession of the original packaging, please use suitable packaging providing adequate protection against potential transport damage.
2) Please do not return the goods freight forward.
3) Please note that the above general information in section 1 and 2 is not a precondition for effectively exercising your right to cancel.
RETURNS AND EXCHANGE POLICY
If you're not completely happy with your purchase we'll do whatever we can to make it better!
If you are not satisfied with the fit, style or colour please do not hesitate to return it and select any other item available on the web store. You can also request a store credit or a refund. Please note, no refunds are offered on underwear, bras or bike short liners.
On sale items, due to the low prices offered and short supply of stock on this web store, exchanges may not be possible.
Please contact us within 14 days from placing your order to discuss the possibility of a return or exchange. The returning items have to reach our warehouse within 28 days from placing the order.
RETURNS AND EXCHANGE PROCESS
1) Please contact us via our help centre to open a support case with us.
2) Returned product must be accompanied by a completed returns authority (RA) form, we will provide you with an RA number when you contact us to discuss your return.
3) We do not offer free returns. We strongly recommend using a tracked postal service with insurance as lost product is your responsibility.
4) Items must be un-worn and un-damaged, returned complete with original labels and packaging. We reserve the right to reject any item that does not meet these requirements. Due to hygiene reasons, we are unable to refund or exchange underwear, bras or bike liners.
5) If we are satisfied with the condition of the returned product, we will contact you to confirm your exchange, refund or store credit.
6) Shipping charges are non-refundable, except in cases where we have made a shipping error or there is a warranty issue. Shipping of any exchanged product back to you is the responsibility of the customer; please send postage when you return your product. The only exception is in the situation where we have made a shipping error or there is a warranty issue. We are not responsible for the loss or delay of these returned packages and strongly recommend you use a track and trace option.
7) Refunds can only be issued via your original payment method or alternatively for an online store credit.
8) We reserve the right to limit returns or to charge a re-stocking fee or to refuse return if the above conditions are not met.
RECEIVED INCORRECT PRODUCT
If we have made a shipping error, please contact us immediately so we can rectify this issue for you. All freight costs will be on us.
WARRANTY POLICY
If you are not 100% satisfied with the performance of your Mons Royale product, please do not hesitate to contact us to discuss the issue.
Warranties will be accepted or declined after evaluation. If your warranty is accepted, you will be offered a replacement item (if available), a store credit or a refund. We will discuss the action that will be taken with you.
Warranty is not accepted:
- Without evidence of purchase (don’t worry have this covered with a record of your purchase online).
- If items are not purchased through the Mons Royale website, please return these items to the retail outlet where they were originally purchased.
- When garment-washing instructions have not been followed.
- An item is damaged due to misuse, neglect, or being loved to pieces.
WARRANTY PROCESS
1) Please contact us via our help centre to open a support case with us.
2) If we require an item to be returned we will provide you with a returns authorisation (RA) form and a unique RA number. This is necessary so that we can process your warranty promptly when we receive it. For warranties, freight is on us, we will discuss the best way to return the product to us.
3) Once we receive the product, we will evaluate the issue you have advised. If the product is deemed faulty we will repair, replace or refund. We reserve the right to refuse warranty and we'll contact you with outcome.
Note: Please do not send items to us without first contacting us. Items without an RA number will not be opened.
INSTRUCTIONS FOR CANCELLATION
Consumers, i.e. any individual acting for purposes which are wholly or mainly outside those individual’s trade, business, craft or profession, are entitled to cancel any contract on the following conditions:
RIGHT TO CANCEL
You have the right to cancel this contract within fourteen days without giving any reason.
The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.
To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement (e.g. a letter sent by post, fax or e-mail). You may use the attached model cancellation form, but it is not obligatory.
To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
EFFECTS OF CANCELLATION
If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you choose a type of delivery other than the least expensive type of standard delivery offered by us) without undue delay and not later than fourteen days after the day on which we are informed about your decision to cancel this contract. We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
You shall send back the goods or hand them over to us without undue delay and in any event not later than fourteen days from the day on which you communicate your cancellation from this contract to us. The deadline is met if we receive your return within 28 days (about 4 weeks) of placing the order.
You will bear the direct cost of returning the goods.
You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
