Refund policy

At MONR MILANO, we want you to be satisfied with your purchase. If not, you have 14 calendar days from receipt of your order to request a size exchange or exercise your right of withdrawal, subject to the conditions set out below.

Regardless of the destination country of the order, the sale is deemed to take place in Spain and is governed by current Spanish law, in particular Royal Legislative Decree 1/2007 of 16 November, approving the Consolidated Text of the General Law for the Protection of Consumers and Users (TRLGDCU), and by the applicable European consumer protection regulations.

Index

1. Size Exchanges

General conditions

Size exchanges are the preferred option if the item does not fit you properly. They are handled differently depending on the origin of the order:

  • Domestic orders (Spain): size exchanges are accepted.
  • International orders (outside Spain): direct size exchanges are not accepted; you must process a return and place a new order with the correct size.

Size exchanges in Spain

If you wish to make a size exchange for a domestic order, the process is as follows:

  1. Write to us at monr@monr.es stating your order number, the items you wish to exchange, and the new size required.
  2. Place the items to be returned in their original bag, with the corresponding tags.
  3. We will confirm by email the availability of the new size and the details of collection and delivery.
  4. Delivery with collection: the courier will deliver the new package with the selected size and collect the items to be returned at the same time.

Size exchange service cost: 6,50 €, payable by bank transfer to:

IBAN: ES52 0049 0054 5026 1250 9842
Account holder: MONR MILANO S.L.U.

Once the transfer has been made, send the proof of payment to monr@monr.es stating your order number.

2. Domestic Returns (Spain)

For orders placed within Spain (Mainland, Balearic Islands, and Canary Islands), returns are handled through our Returns Portal, also accessible from the store's main menu.

  1. Access the Returns Portal.
  2. Enter your order number and email address.
  3. Select the items you wish to return.
  4. Choose the refund method.
  5. Follow the instructions for collection or drop-off of the parcel.

If you prefer to handle the return logistics yourself, you may do so: include a note with your order identifier inside the parcel and notify us in advance of the shipment at monr@monr.es. MONR MILANO will verify receipt through its logistics tracking tools.

Domestic return service cost:

  • Refund in Store Credit: free.
  • Refund to the original payment method: 7,50 € will be deducted from the amount to be refunded for logistics handling.

3. International Returns (Outside Spain)

Regardless of the destination country, the sale is governed by Spanish law. Consumers in any country may exercise the rights recognised in the TRLGDCU and in European consumer protection regulations.

To start an international return, access the Returns Portal or write to us at monr@monr.es stating your order number, the items to be returned, reason (optional), and an image showing the condition of the products (recommended).

The return cost for international orders depends on the destination country and will be clearly shown during the process in the Returns Portal.

If you prefer to handle the logistics yourself, include a note with your order identifier inside the parcel, notify us of the shipment at monr@monr.es and send it to:

MONR MILANO – Returns
Plaza Administración Vieja Nº 1, 1-D
04003 Almería, Spain

In that case, the customer assumes responsibility for the return shipping costs, as well as any duties, taxes, or customs charges that may arise. We recommend using a tracked service, as MONR MILANO is not responsible for loss or damage during return transport arranged by the customer.

4. Product Conditions and Refunds

Once the parcel has been received at our warehouse, our team will inspect the condition of the returned items.

Product condition

Items must be returned in their original condition: new, unused, with all tags intact, and with their original packaging and packing in good condition.

Refund timeframes

In accordance with Article 107 of Royal Legislative Decree 1/2007 (TRLGDCU), MONR MILANO will process the refund within a maximum period of 14 calendar days from receipt of the returned item at our warehouse. The time taken for the refund to appear in your account depends on the payment method used:

  • Card payments: up to 10 business days from approval of the return.
  • PayPal payments: between 1 and 2 days from approval of the return.
  • Store credit: immediately after approval.

Refund amount

The amount of the returned products will be refunded with the following deductions:

  • The original shipping costs of the order are never refunded.
  • For domestic returns with a refund to the original payment method: 7,50 € is deducted for logistics handling. If the refund is in store credit, this deduction does not apply.
  • For international returns: the applicable return cost according to the destination country, as indicated in the Returns Portal.

Shipping costs in the event of withdrawal or non-delivery

When the customer exercises the right of withdrawal once the order has left the MONR MILANO warehouse, or when the order cannot be delivered for reasons attributable to the customer, the following deductions will apply to the refund, regardless of whether the original shipment was free:

  • Order with free shipping: the actual outbound shipping cost plus the actual return journey cost will be deducted, corresponding to the destination zone according to the current rates in the Shipping Policy.
  • Order with paid shipping: only the actual return journey cost will be deducted, since the outbound shipping was paid by the customer at the time of purchase.

These deductions correspond to the actual costs charged by the carrier and do not constitute a penalty of any kind. The amount deducted will never exceed the documented cost. Once the parcel has been received, the customer will be notified by email and the refund will be processed with an itemised breakdown of all amounts applied.

Depreciation due to product condition (orders over 100 €)

For orders over 100 €, MONR MILANO will inspect the condition of the returned products and their packaging. If the items show signs of unnecessary handling beyond what is necessary to establish their nature, characteristics, and functioning, the documented loss in value of the item may be deducted from the refund, in accordance with Article 108 TRLGDCU. This deduction will in all cases correspond to the actual commercial value of the verified depreciation.

5. Right of Withdrawal — 14 days

In accordance with Article 102 of Royal Legislative Decree 1/2007 (TRLGDCU), you have the right to withdraw from the contract within 14 calendar days from receipt of the order, without the need to provide justification.

This right applies regardless of the destination country of the order, since the sale is governed by Spanish law.

The item must be returned in the same condition in which it was received: unused, with all tags, and in its original packaging.

To exercise the right of withdrawal, you may:

  • Access the Returns Portal (also available in the store's main menu).
  • Notify us by email at monr@monr.es.
  • Notify us by any other unequivocal statement addressed to MONR MILANO.

In all cases, the date and time of receipt by MONR MILANO will determine the start of the processing period.

In accordance with Article 107.3 TRLGDCU, the return shipping costs are borne by the customer, having been expressly informed of this condition before order confirmation.

Applicable deductions when the order has already been dispatched: if you exercise the right of withdrawal once the order has left our warehouse, the outbound shipping costs and the return costs as indicated in section 4 will be deducted from the refund, regardless of whether the original shipment was free. This is based on the fact that both journeys have actually been provided by the carrier. This condition is communicated pre-contractually before order confirmation, in compliance with Article 6.1.i of Directive 2011/83/EU.

Legal distinction from non-delivery: the above situation is legally distinct from non-delivery of the order for reasons attributable to the customer (repeated absence, incorrect address, refusal of the parcel), regulated in our Shipping Policy. The financial conditions applicable to each case are different.

6. Contact and Customer Service

If you have any questions about the exchange or return process, or need help managing them, you can write to us at:

monr@monr.es

We will be happy to help you.