Refund & Returns Policy

At Monterrain, we want you to be completely satisfied with your purchase. If you are not happy with your order, we’re here to help.

Returns

You may return eligible items within 28 days of receiving your order.

To qualify for a return, items must:

  • Be unused, unworn, and in their original condition.
  • Have all original tags and packaging attached.
  • Be accompanied by proof of purchase or your order number.

We reserve the right to refuse returns that do not meet these conditions.

How to Return an Item

To start a return:

  1. Email us at [email protected] with your order number and reason for the return.
  2. Our customer support team will provide return instructions.
  3. Package your item securely.
  4. Ship the parcel using a tracked delivery service and keep your proof of postage.

Customers are responsible for return shipping costs unless the item is faulty, damaged, or incorrect.

Refunds

Once we receive and inspect your returned item, we will notify you of the status of your refund.If approved:

  • Your refund will be issued to your original payment method.
  • Processing usually takes 5–10 business days, depending on your payment provider or bank.

Original shipping charges are non-refundable unless the return is due to our error or a faulty product.

Exchanges

We currently offer exchanges only for items of the same product in a different size, subject to stock availability.If your preferred size is unavailable, a refund will be processed instead.

Damaged or Incorrect Items

If you receive an item that is damaged, defective, or incorrect, please contact us within 48 hours of delivery.

Please include:

  • Your order number
  • A description of the issue
  • Clear photos of the item

We will resolve the issue as quickly as possible.

Non-Returnable Items

The following items cannot be returned:

  • Items showing signs of wear or use
  • Products without original tags or packaging
  • Gift cards (if applicable)
  • Any items marked as Final Sale

Contact Us

If you have any questions about returns or refunds, please contact us:

Email: [email protected]

We aim to respond to all enquiries within 1–2 business days.