Refund policy

Refund & Returns Policy

Last updated: 28 July 2026

At MONTVERO ("MONTVERO", "we", "us" or "our") we want you to be completely satisfied with your purchase. This Refund & Returns Policy explains when and how you can return items, and how refunds and exchanges are handled. This policy applies to purchases made through our online store and should be read together with our Terms of Service. Nothing in this policy affects your statutory rights.

Summary

Return window: 30 days from the date of delivery.
Condition: items must be unused, unworn and in their original packaging with all tags attached.
Your rights: our returns are in addition to your rights under the Australian Consumer Law.
Refund time: 5–10 business days after we receive and inspect your return.
Start a return: email support@montvero.net with your order number.

Return Window
Return Conditions
Non-Returnable Items
Your Rights Under the Australian Consumer Law
How to Start a Return
Return Shipping Costs
Refunds
Exchanges
Faulty, Damaged or Incorrect Items
Late or Missing Refunds
Contact Us

1. Return Window

You may return eligible items within 30 days of the delivery date. Returns requested after this period may be declined or accepted at our discretion. To be eligible, your return must meet the conditions set out in Section 2.

2. Return Conditions

To be eligible for a return, items must be:

Unused, unworn, unwashed and undamaged;
In their original condition and original packaging;
Complete with all tags, labels and any accessories or free gifts included;
Free from any signs of wear, alteration, odour (including perfume or smoke) or soiling.

We reserve the right to refuse a return or to reduce the refund amount if the returned item does not meet these conditions, or if the item has been handled beyond what is necessary to establish its nature, characteristics and functioning.

3. Non-Returnable Items

For hygiene, safety or legal reasons, certain items cannot be returned or refunded unless they are faulty, including:

Items marked as final sale or clearance;
Gift cards and store credit;
Personalised, customised or made-to-order items;
Intimate items, earrings for pierced ears, and similar hygiene-sensitive products where the seal or packaging has been opened;
Any item returned outside the return window or not in its original condition.

Please check the product description before ordering, as items identified as non-returnable will be indicated at the point of sale.

4. Your Rights Under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with a product, you are entitled to a replacement or refund, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

The 30-day change-of-mind returns window described in this policy is offered in addition to, and does not limit or replace, your rights under the Australian Consumer Law. Where a remedy is required by law for a faulty item, we will honour it regardless of the 30-day window. To make a claim, contact us at support@montvero.net with your order number and details of the issue.

5. How to Start a Return

To start a return, please follow these steps:

Email support@montvero.net with your order number, the item(s) you wish to return, and the reason for the return.
Our team will review your request and, if eligible, provide you with return instructions and a return address.
Securely pack the item(s) in their original packaging and include any documentation requested.
Ship the return using a tracked method and keep proof of postage until your refund is confirmed.

Please do not send any item back to us before receiving return instructions, as returns sent without prior authorisation may not be processed.

6. Return Shipping Costs

Unless the item is faulty, damaged, or was sent in error, the cost of return shipping is the responsibility of the customer. We recommend using a tracked and insured shipping service, as we cannot be held responsible for returns that are lost or damaged in transit. Original shipping charges are non-refundable except where the return relates to a faulty, damaged or incorrect item, or where a refund of delivery costs is required under the Australian Consumer Law.

7. Refunds

Once we receive and inspect your return, we will notify you of the outcome by email. If approved, your refund will be processed to your original payment method within 5 to 10 business days. Please note that it may take additional time for your bank or card issuer to post the refund to your account.

Refunds are issued for the value of the returned item(s). Original shipping charges, and any duties, taxes or handling fees already incurred, are non-refundable except as required by law or where the return relates to a faulty, damaged or incorrect item.

8. Exchanges

If you would like a different size, colour or item, the fastest way is to return your original item for a refund (once eligible) and place a new order for the item you want. If you would prefer a direct exchange, contact us at support@montvero.net and we will let you know whether the desired item is available. Exchanges are subject to stock availability.

9. Faulty, Damaged or Incorrect Items

We take great care to ensure every order is correct and in perfect condition. If you receive an item that is faulty, damaged, or not what you ordered, please contact us within 7 days of delivery at support@montvero.net, including your order number and clear photographs of the issue. Where an item is confirmed to be faulty, damaged or incorrect, we will offer a replacement, exchange or full refund (including any applicable shipping costs) in accordance with your legal rights. This does not affect your statutory rights.

10. Late or Missing Refunds

If you have not received your refund within the timeframe stated above, please first check your bank account or card statement again, then contact your bank or card issuer, as processing times can vary. If you have done this and still have not received your refund, please contact us at support@montvero.net and we will assist you.