Return & Refund Policy

At Montavor, every product is made to order with care and attention to detail. This allows us to reduce waste and create high-quality pieces specifically for each customer, but it also means our return policy is slightly different from traditional retail.

Please read the information below carefully before placing your order.

1. Our 30-Day Policy

We offer a 30-day claims window from the date your order is delivered.

This policy applies only to items that arrive:

• Misprinted
• Damaged
• Defective
• Incorrect, such as the wrong item received

Because all items are made to order, we do not accept returns or refunds for:

• Change of mind
• Incorrect size selection
• Preference changes after purchase

2. Reporting an Issue

If there is a problem with your order, please contact us as soon as possible.

Email us at: contact@montavor.com

Please include the following information:

• Your order number
• A clear description of the issue
• Clear photos showing the problem

This helps us review your claim quickly and provide the best possible resolution.

3. Refunds & Replacements

Once your claim has been reviewed and approved, we will offer one of the following resolutions:

• A replacement item sent at no additional cost
• A full refund to your original payment method

The resolution will depend on the nature of the issue and product availability.

4. Exchanges

We do not offer exchanges for size, colour, style, or customer preference.

Please review the size guides, product details, and product images carefully before placing your order.

5. Damaged, Defective, or Incorrect Items

Claims for damaged, defective, misprinted, or incorrect items must be submitted within 30 days of receiving your order.

To help us resolve the issue, please provide your order number and clear photo evidence. Items must be unused and in the condition received.

Claims without sufficient evidence may be declined.

6. Lost or Delayed Packages

If your package appears to be lost in transit, please contact us within 30 days of the estimated delivery date.

We will review the issue and, where required, investigate with the shipping carrier. If the package is confirmed as lost, we will offer a replacement or refund.

7. Incorrect Shipping Address

Customers are responsible for entering a complete and accurate shipping address at checkout.

If an order is returned due to an incorrect or incomplete address, the customer will be responsible for any reshipping costs once the correct address has been confirmed.

8. Unclaimed Shipments

If a shipment is not claimed and is returned, additional postage will be required to resend the order.

The customer is responsible for any additional shipping costs related to unclaimed shipments.

9. Returns

As a general rule, we do not accept returns because each item is made to order.

In rare cases where a return is approved, the customer is responsible for return shipping costs. Returned items must be unused, unworn, and in their original condition.

A new order may be required if the customer wishes to purchase a different size, colour, or style.

10. EU Customers

In accordance with Directive 2011/83/EU, the right of withdrawal may not apply to goods that are made to order, personalised, or produced on demand.

As Montavor products are made specifically for each order, this exemption may apply.

11. Policy Enforcement

Montavor reserves the right to refuse any claim that does not meet the conditions outlined in this policy.

We may also request additional information before approving a claim.

12. Our Commitment

While our policy reflects our made-to-order production model, our goal is simple: if something is wrong with your order, we will do our best to make it right.

For support, please contact us at contact@montavor.com.