Refund & Return Policy

Store: Montano London
Contact: info@montano-london.com

1. Eligibility for Returns

If you are not satisfied with your order, you have the right to return the item(s) within 14 days of receipt, provided that the following conditions are met:

  1. The product must be unused, in its original packaging, and include all parts and components.

  2. The item must show no signs of misuse or damage caused by improper handling.

  3. For hygiene-related products, items must be clean and unused.

  4. Defective or damaged items must be reported immediately upon receipt.

  5. Return shipping costs are borne by the customer.

  6. Returns will be processed within 7 working days after the returned product is received and inspected.

We reserve the right to refuse a return if the product shows signs of wear, use, or damage not caused by us.

2. How to Request a Return

If your order meets the above conditions, please email us at info@montano-london.com with the following details:

  • Your order number

  • Reason for the return

  • Photo(s) of the item if damaged or defective

  • Your full name

  • Your address

Once your return request has been reviewed, we will provide the return address.
Please do not send returns to the sender’s address listed on the package — it will not be accepted.

Customers are responsible for all shipping costs associated with returning the item(s).

3. Refund Conditions

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
Approved refunds will be issued using the same payment method you used for your purchase:

  • Visa

  • Mastercard

  • American Express

  • Apple Pay

  • Google Pay

Refunds are usually processed within 5–10 business days after approval, depending on your bank or payment provider.

Shipping costs are non-refundable. If your refund is approved, the delivery fee (if any) will be deducted from your refund amount.

4. Order Cancellation

Because our system processes orders automatically once placed, cancellations are not possible once the order has been shipped.

If you wish to cancel an order that has not yet been dispatched, please contact us immediately at info@montano-london.com.
If the order has already been shipped, you can return it after receipt under our standard return conditions.

5. Items in Transit

Our items are shipped from our international logistics centres. Occasionally, delivery may take longer due to customs or courier delays.
Once an item is in transit, cancellation is no longer possible.
Please wait until delivery is completed and then request a return if needed.

6. Refund Timeline

If your return is approved, we will refund you within 14 days from the day we receive your returned goods.
The refund will be made using the same payment method you used for the original purchase.

7. Non-Returnable Items

Certain products are not eligible for return, including:

  • Items damaged by the customer after delivery

  • Hygiene-sensitive items (e.g., underwear, worn apparel)

  • Sale or clearance items (unless defective)

8. Return Address

All approved returns will be sent to our central warehouse in Asia.
The exact return address will be provided once your return request is confirmed via email.

9. Contact

If you have any questions regarding returns or refunds, please contact our support team:
Email: info@montano-london.com