Last updated: 02 January 2026
Returns & Refund Policy
At Montciara, your happiness matters most. Here’s how our return process works:
How to Request a Return
From the moment you first email our Customer Service team regarding a return, your request will be handled promptly. Due to volume, responses may take few hours. Please avoid sending multiple emails—we’ll get back to you as soon as possible.
If you’re unhappy with your order for any reason, please reach out via our contact page. Montciara aims for 100% customer satisfaction with all products from our suppliers. Should there be an issue with delivery or the item itself, we’ll assist promptly.
Your Right to Cancel
You may cancel your order within 30 days of receipt, without giving a reason. Following cancellation, you have another 3 days to return the item. We’ll refund the full purchase amount, including shipping costs, minus any return postage fees. Return postage from your address to our store is your responsibility and usually costs around 8.90 pound —please check with your courier for exact rates. If you use your cancellation right, please return the product—if reasonably possible—in its original condition and packaging, with all accessories included. To initiate, contact us at support@montciara.com.
Once your return is received in good condition, we’ll process your refund within 3-5 days.
Note: If the product is damaged or the packaging is more worn than necessary for inspection, we may deduct a value adjustment. Please handle products with care and package them securely when returning.
Damaged or Defective Items
Received something damaged or defective? Please contact us within 1-2 days of delivery with a clear photo showing the damage. The best shots are taken flat, with the label and fault clearly visible. Once verified, we’ll offer either a replacement or a full refund. If a second replacement also arrives faulty, you’ll receive a full refund. We prioritise swift resolution.
Manufacturing Faults After Use
Should a genuine manufacturing defect arise—i.e. a part fails to meet quality standards and is not due to normal wear—we’ll address this accordingly. Please note that wear-and-tear parts are excluded.
Wrong Item Delivered
While we strive for accuracy in order processing, mistakes can happen. If you receive an incorrect item, contact our Customer Service and we’ll send the right one to you free of charge.
FAQ – Quick Reference
| Question |
Answer |
| What is the return period? |
30 days from receipt. |
| How long until I get a refund? |
Once the returned item is received, inspected, and confirmed unopened, we refund via your original payment method. Processing may take 3–5 business days by your bank. |
|
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| Can I return without contacting you? |
No. Please contact us first—return addresses may differ from the shipping address. |
| How do I contact Customer Service? |
Email support@montciara.com or use our live chat, available Mon–Fri, 8AM–9PM. We guarantee a response within three working days. |
| What if my order was damaged on arrival? |
Contact us within 1-2 days with photos. The best outcome when photographed on a flat surface with label and defect clearly shown. |
| Can I exchange an item? |
Yes, email us at support@montciara.com , we will like to help you further. |
| Accidental wrong delivery address? |
Email us immediately at support@montciara.com
|
In brief:
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Return window: 30 days after receipt
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Cancellation period: 30 days
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Refund: Full refund including original shipping
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Return postage: £5.90
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Condition for returns: Original condition and packaging
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Damaged items: Report within 1-2 days with photo
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Pre‑return contact required — return address may differ
Company: Montciara LLC
Chamber of commerce: 84782625
Email: support@montciara.com
