Returns Information

Return eligibility

A return request may be made within 30 days after delivery. To qualify, an item must be unused, unworn where relevant, in the same condition in which it was received and returned with its original packaging, accessories and proof of purchase.

Start a return

Email shop@monroevale.com before sending an item. Include the order number, item and reason for return. Items sent without approval may not be accepted. Approved return instructions and the appropriate return address will be supplied by support.

Change-of-mind postage

The customer is responsible for return postage for an approved change-of-mind return. Use a tracked service and retain proof of posting. Original shipping charges are not refundable unless required by law or the order was incorrect or defective.

Damaged, defective or incorrect items

Inspect the order promptly. Contact us with photographs of the item, packaging and shipping label if an item is damaged, defective or incorrect. Do not dispose of the item or packaging until support confirms the next step. Monroevale will arrange an appropriate replacement, refund or other resolution for an approved issue.

Exclusions

Returns cannot be accepted for used items, items damaged through misuse, products missing parts or packaging, personalised goods, perishable goods, hygiene-sensitive goods that have been opened or used, gift cards, or any item described as final sale, except where mandatory law provides otherwise.

Exchanges

The quickest route is normally to return an eligible item and place a new order. Contact support before returning the original item.

Refunds

We will inspect the returned item and notify you of the decision. Approved refunds are issued to the original payment method, normally within 10 business days after approval. A bank or card issuer may require additional time to post the refund.

Late refunds

If an approved refund has not appeared after the bank's normal processing period, contact the bank or card issuer first and then email shop@monroevale.com.

Consumer rights

Nothing in this policy limits rights that cannot lawfully be excluded under applicable consumer law.