Refund policy

Returns and cancellation policy

Montvell Returns & Exchanges Policy

At Montvell, we want you to feel completely confident with your purchase. This policy explains how you can cancel an order, return an item, and request a refund or exchange.

Your Right to Cancel

If you decide to change your mind, you may cancel your order within 30 days from the day you — or a person you’ve authorised (excluding the delivery carrier) — receive your product(s).

This 30-day cancellation period is your statutory right if you’re based in the United Kingdom, the European Union, or the European Economic Area and made your purchase through our official sales channels. To meet the deadline, it is enough to send your cancellation request before the period expires.

How to Cancel and Return Your Order

To cancel an order and begin a return, you can either:

• Contact our Montvell Customer Care Team for assistance, or
• Send us a clear written request (by email or post) stating your intention to cancel.

Please use the following contact details for orders delivered within the United Kingdom:

Email: admin@montvell.com
Returns Address: Montvell, 42A Poplar Road, Solihull, B91 3AB, United Kingdom

While you're welcome to use a formal cancellation form, it’s not required.

Return Process

If you purchased a Montvell piece through our official website, it can be returned to our central Returns Department in accordance with this policy.

Please note: Products purchased through any future retail locations or stockists (if applicable) must be returned through the original place of purchase and not via our online returns centre.

To return an item to Montvell, please follow these steps:

1. Contact Us
   Reach out to our Customer Care Team at admin@montvell.com to initiate your return. We’ll guide you through the process and may ask a few questions about the item to assess its condition.
2. Choose Your Return Method
   You can either:
• Use our courier collection service, where we’ll arrange a pick-up at a time that suits you, or
• Drop off your parcel at a designated return point, if applicable.
3. Prepare Your Return
   We’ll provide a return form by email, or you can use the one included in your original shipment. Please complete and sign this form.
4. Package Your Item Securely
   Include the following in your return package:
• The item you are returning, in its original condition
• All accompanying materials (e.g. jewellery boxes, certificates, accessories)
• Any complimentary items received with your order
• The completed return form
5. Seal and Label Your Parcel
   Use the prepaid return shipping label provided with your original delivery. Attach it securely to the outside of the sealed package.
6. Return the Item
• If you chose pick-up, our logistics partner will collect your parcel on the agreed date.
• If using a drop-off service, take the parcel to the designated return location.

Important Notes:

• Be sure to keep proof of return shipping (such as a tracking receipt). Montvell cannot accept responsibility for items lost or damaged in transit unless returned via our approved shipping methods.
• Refunds or exchanges will only be processed for items received at our official returns facility.
• If you choose to use a courier or shipping service not provided by Montvell, you are responsible for the item until it is safely delivered to us.

Condition of Returned Products

Once we receive your return, we will inspect the item to ensure it meets the conditions outlined in our Returns & Exchanges Policy. If everything is in order, we will proceed with your refund or exchange.

Returned pieces must be in new, unused, and pristine condition, with all original protective packaging, tags, and labels intact (where applicable). Items must be returned with their original Montvell box, packaging, and all accompanying materials — including any certificates, accessories, or documentation.

For example, if a jewellery piece or watch has been adjusted to fit, it must be returned with all original components, including any removed links.

Montvell reserves the right to decline a return if:

• The item shows visible signs of wear or use
• The product has been altered from its original state
• Any part of the original packaging or contents is missing

Alternatively, in certain cases, we may reduce the refund amount or reject the exchange request if the returned item does not meet our quality standards.

Complimentary gifts or promotional items included in your order must also be returned if you are sending the associated product back.

All returns are carefully reviewed by our Quality Control (QC) team. If a product does not pass inspection, we will not process the return, and the item will be sent back to you at your expense.

Failure to meet these return conditions may result in the rejection of your return.

Items That Cannot Be Returned or Exchanged

Certain items are not eligible for return, refund, or exchange. These include:

• Personalised or Bespoke Pieces: Products that have been customised specifically for you — including but not limited to engravings, special sizing, or made-to-order designs — are considered final sale and cannot be returned or exchanged.
• Hygiene-Sensitive Items: Earrings and other pierced jewellery may not be eligible for return due to hygiene reasons if they have been worn or removed from sealed packaging.
• Opened or Used Products: Any item that has been worn, used, altered, or damaged after delivery cannot be returned. All packaging, certificates, and accessories must be intact.
• Final Sale Items: Any product explicitly marked as final sale at the time of purchase is non-returnable.

Please ensure you review your order carefully before confirming any customisation requests. If you’re unsure whether your item qualifies for return, feel free to contact our Customer Care Team at admin@montvell.com for guidance.

Refunds

You may request a refund for any eligible item purchased through the official Montvell website, provided your return meets the conditions outlined in our Returns & Exchanges Policy, including the Right to Cancel and the Return Process.

Refunds will only be issued to the original purchaser using the same payment method used during checkout. If you received a Montvell item as a gift and wish to return it, please contact our Customer Care Team at admin@montvell.com to discuss available options.

Please note that gift recipients are not eligible to receive monetary refunds.

Once your return has passed our Quality Control inspection, we will initiate your refund. We aim to process all eligible refunds within 30 days of receiving your returned item at our Returns Department.

If your original order included shipping charges, these will also be refunded, unless you selected an upgraded delivery option (such as express or timed delivery). In that case, the additional cost of that service will not be refunded.

Exchanges

If you'd prefer to exchange your Montvell item for another, you may do so — provided your return complies with our Returns & Exchanges Policy, including the Right to Cancel and Return Process.

All exchanges are processed as a new purchase. This means the original item will be refunded (once returned and approved), and you will need to place a new order for the replacement item.

If you choose to exchange your product for a lower-priced item, the difference in price will be refunded to the original purchaser using the same payment method.

At this time, exchanges can only be made via our online store and returns department. If you’re unsure how to proceed or need help selecting a replacement, our Customer Care Team is here to assist at admin@montvell.com.