Refund Policy

Returns and Size Exchanges Policy — MONR MILANO

At MONR MILANO, we want you to be satisfied with your purchase. If you are not, you may request a size exchange or exercise your right of withdrawal within the deadlines and conditions set out below.

Regardless of the destination country for the order, the sale and purchase is deemed to have been carried out 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 Defence of Consumers and Users (TRLGDCU), and by applicable European regulations on consumer rights.

Index

  1. Size exchanges (Peninsular Spain only)
  2. Returns Peninsular Spain
  3. Returns Canary Islands and international
  4. Issues, defective products or incomplete deliveries
  5. Product conditions and verification
  6. Right of withdrawal and prior notice
  7. Maximum receipt times by geographic area
  8. Refunds, deductions and payment method
  9. Contact

1. Size exchanges (Peninsular Spain only)

The size exchange service is available exclusively for orders with a delivery address in Peninsular Spain. This service is handled exclusively through the Returns Portal enabled by MONR MILANO.

The maximum period to request a size exchange is 14 calendar days from receipt of the order. After this period, no size exchange request will be accepted.

To process a size exchange in Peninsular Spain:

  1. Access the Returns Portal of MONR MILANO.
  2. Enter your order number and email address.
  3. Select the size exchange option and the relevant item.
  4. Indicate the new requested size and follow the instructions on the portal itself.

The item to be exchanged must, at all times, meet the conditions described in section 5 of this policy (unused, original labels, original packaging and complete packaging). MONR MILANO may reject the size exchange if the product does not meet these conditions, if the process is carried out after the deadline, or if it is not handled through the Returns Portal.

Canary Islands, Balearic Islands and international orders (outside Peninsular Spain): MONR MILANO does not offer a size exchange service. This limitation applies without exception to any order whose delivery address is not in Peninsular Spain. If you need a size exchange and your order corresponds to one of these territories, you must:

  • Process a return following the ordinary procedure applicable to your territory, as indicated in section 2 (Peninsular Spain, if self-managed processing applies) or section 3 (Canary Islands and international).
  • Once the return has been processed and accepted, place a new order independently selecting the desired size.

MONR MILANO will not under any circumstances handle size exchange requests for orders outside Peninsular Spain, nor will it assume costs arising from a new order placed by the customer to correct the size.

2. Returns Peninsular Spain

For orders delivered in Peninsular Spain, returns must be processed through the Returns Portal enabled by MONR MILANO, also available from the store's main menu. The maximum period to start the process is 14 calendar days from receipt of the order.

The return will be linked exclusively to the items and quantities selected during the authorisation process in the portal. The following will not be accepted under any circumstances:

  • Items from other orders, even if they are within their own return period.
  • Items not expressly selected in the Returns Portal, even if they are part of the same physical package.

Any failure to comply with the above will mean that the return is considered invalid until corrected. In such case, MONR MILANO may choose to deduct the cost of a second return label from the refund amount, or send the package back to the customer, who must first pay the corresponding shipping costs.

Return managed independently (also available for Peninsular Spain): if the customer chooses this route, they must notify their intention in advance by email enabled for this purpose and mandatory include within the package an identifying note (sheet, paper or similar document) with the order number preceded by the symbol #. If this identifier is not available or has been lost, the full name and email address used in the original purchase must be stated instead.

The package must be sent to the following address:

MONR MILANO
Plaza Administración Vieja, 1, 1D
04003 Almería, Spain

The absence of this identifying note inside the package authorises MONR MILANO to hold the package and the processing of the return until the customer contacts us and provides the information needed to identify the corresponding order. This measure is necessary in order to process the return as quickly as possible and reintroduce the items into the sales inventory at the earliest opportunity.

MONR MILANO is not responsible for issues arising from returns managed independently by the customer, including losses, damage, delays or incomplete deliveries of the return shipment, without prejudice to the legal rights available to the consumer when the issue is attributable to MONR MILANO.

3. Returns Canary Islands and international

For orders destined for the Canary Islands or outside Spain, MONR MILANO does not provide its own collection service or logistics management portal. The customer must manage the return independently, unless MONR MILANO expressly enables another procedure in specific cases.

In these cases, the customer will bear the return shipping costs, as well as any customs duties, taxes or amounts arising from processing the shipment, unless the return results from an issue attributable to MONR MILANO (defective product, incorrect product or incomplete delivery), in which case section 4 of this policy shall apply.

Before sending the return physically, the customer must notify their intention by email in the following format:

  • Email: monr@monr.es
  • Subject: Return #ORDERID
  • Message body:
    • List of products to be returned.
    • Tracking number, if available, so the return can be tracked.

Once confirmation has been received from MONR MILANO, the package must be sent to the following address:

MONR MILANO
Plaza Administración Vieja, 1, 1D
04003 Almería, Spain

In the case of international returns, the customer must clearly and visibly state in the shipment's customs documentation that it is a return of goods (return of goods), in order to avoid the shipment being treated as a commercial import operation subject to additional duties or charges.

The date of such email shall be the valid reference for determining whether the withdrawal was communicated within the applicable legal deadline.

For returns from the Canary Islands, actual and documented customs costs generated during the return process will be deducted from the refund.

As with self-managed returns from Peninsular Spain, the package must also include an identifying note with the order number preceded by # or, failing that, the full name and email address used in the original purchase. The absence of this identification authorises MONR MILANO to hold the package and the processing of the return until the customer provides the necessary details.

MONR MILANO recommends always using a shipping service with verifiable tracking. The absence of such tracking, together with receipt of the package outside the deadlines indicated in section 7, will mean that the return is considered invalid.

Reminder: there is no size exchange service for these territories (see section 1). If you want another size, you must complete the return in accordance with this section and place a new order independently.

4. Issues, defective products or incomplete deliveries

In the event of a defective product, incorrect product or incomplete delivery, the customer must report the issue via the specific email enabled by MONR MILANO, providing sufficient visual evidence (photos of the product, packaging and/or labelling) to allow verification of the case before processing.

This prior verification is intended to confirm the origin and scope of the issue, as well as to allow an agile, transparent and traceable handling of the case, avoiding unfounded claims.

Once the issue has been confirmed by MONR MILANO, the return or collection will preferably be processed through our internal returns system, so that both the product refund and, where applicable, shipping, return or any other associated costs can be managed centrally.

In the event of a valid issue, MONR MILANO will fully cover the corresponding return costs, regardless of the destination territory of the order, without prejudice to offering the customer an alternative solution (replacement, store credit with favourable conditions, etc.) which the customer may accept or reject freely.

Justification of return costs in self-managed cases: when the return arising from an issue is managed independently by the customer (Canary Islands, international orders or Peninsular Spain choosing this route), the customer must submit together with the issue request a invoice, receipt, postal slip or any other valid proof proving the amount actually paid for the return shipping.

If the customer does not provide such proof, MONR MILANO will not be able to cover the amount claimed and will instead apply a guideline rate calculated in accordance with the shipping costs usually handled by MONR MILANO in its own Portal for the relevant destination. This measure is intended to avoid charging unverified, disproportionate or market-irrelevant return costs, and to ensure that reimbursement of such costs always corresponds to a real and verifiable amount.

The customer must provide the necessary documentation so that MONR MILANO can effectively comply with this right. Failure to cooperate or to provide the corresponding proof may result in MONR MILANO limiting reimbursement of return costs to the guideline rate indicated above, without this constituting a waiver of the consumer's legal rights in relation to reimbursement of the product itself.

This issue procedure is completely independent of the size exchange service described in section 1, and does not enable size exchanges in territories where this service is not available.

5. Product conditions and verification

For a return or size exchange to be accepted, the items must meet at least the following conditions:

  • The product must show no signs of use, wear, washing, odours or improper handling beyond the mere verification of its nature and characteristics.
  • It must retain all original labels intact.
  • It must be returned with its original packaging, covers, accessories and other presentation elements.
  • It must include the original package or wrapping in which it was delivered.

Failure to comply with any of these conditions may result in total rejection of the return, return of the item to the customer, or the application of a proportional deduction for depreciation of the item where legally applicable.

MONR MILANO may visually verify the condition of the product upon receipt and retain photographic or documentary evidence for internal control purposes and, where applicable, for handling subsequent claims.

6. Right of withdrawal and prior notice

In accordance with Article 102 of Royal Legislative Decree 1/2007 (TRLGDCU), the customer has a maximum period of 14 calendar days from receipt of the order to exercise the right of withdrawal, without the need for justification.

For all returns managed independently by the customer (international orders, Canary Islands and Peninsular Spain choosing this route), it shall be mandatory to notify in advance the intention to withdraw by email sent to the specific address enabled by MONR MILANO, before physically sending the package.

The valid date for the purpose of calculating the withdrawal period shall be the date of sending the notification email sent by the customer, not the date on which MONR MILANO receives the package. The email must include the order number preceded by "#", the customer's full name and the items to which the withdrawal applies.

If the notification is made outside the legal 14-day period, or if the physical package is received outside the maximum deadlines established in section 7 without tracking justification, MONR MILANO may consider the withdrawal to be out of time and not process the return.

The item must be returned in the same condition in which it was received, in accordance with section 5 of this policy.

Shipping costs in the event of withdrawal after the order has been dispatched: if the right of withdrawal is exercised once the order has already left MONR MILANO's facilities, the original shipping costs will not be refunded, regardless of whether shipping was free or paid for by the customer. Such costs are considered actual logistical costs incurred and provided by the transport company, and are non-recoverable once the service has been performed. For more information on the various applicable scenarios depending on the time of withdrawal, please see our Shipping Policy.

7. Maximum receipt times by geographic area

In order to guarantee traceability of the withdrawal process and avoid late or fraudulent notices, MONR MILANO establishes the following maximum deadlines for physical receipt of the return package at its warehouse, counted from the date of prior notification by email:

  • Peninsular Spain: 7 calendar days.
  • Balearic Islands and Canary Islands: 14 calendar days.
  • European Union (near area: France, Portugal, Italy): 14 calendar days.
  • European Union (far area: Poland, Sweden, Czech Republic and comparable countries): 21 calendar days.

Every self-managed return must include verifiable tracking. If the package does not have such tracking and is received outside the above deadlines, the return will be considered invalid for all purposes, without prejudice to MONR MILANO being able to assess the case exceptionally if the customer provides sufficient justification.

8. Refunds, deductions and payment method

Refunds will always be made via the same payment method used for the original purchase, in accordance with Article 107.1 TRLGDCU. MONR MILANO will not make refunds to a bank account or payment method different from the original one on its own initiative.

Under no circumstances will a store credit refund already issued to a bank account or other payment method be accepted. A change in the refund method (for example, from original method to store credit) will only be accepted when the customer expressly requests it by note included in the package or by indicating it in the Returns Portal.

The refund will be made within a maximum of 14 calendar days from receipt and verification of the returned item, applying where applicable the following deductions:

  • Original shipping costs of the order: not refunded under any circumstances.
  • Return logistics handling costs (Peninsular Spain with refund to original method): according to the current rate indicated in the Returns Portal.
  • Actual customs costs for returns from the Canary Islands, where applicable.
  • Product depreciation due to improper handling, where applicable in accordance with section 5.

These deductions do not apply in cases of issues involving defective products, incorrect products or incomplete deliveries, in which MONR MILANO will fully cover the return costs in accordance with section 4.

9. Contact

The Returns Portal and the prior notification email are the exclusive and mandatory channels for managing size exchanges (Peninsular Spain only), returns and withdrawals. Any request of this nature sent through another contact channel may remain unanswered.

MONR MILANO's general contact email is reserved exclusively for product and shipping queries, as well as for reporting issues relating to defective products, incorrect products or incomplete deliveries in accordance with section 4.

We will be pleased to help you handle your case through the appropriate channel.