Refund policy

RETURN AND REFUND POLICY
At Montvael, we stand behind every product we sell. We are committed to ensuring your complete satisfaction and to handling all return and refund requests in a fair, transparent and timely manner. Please read this policy carefully so you understand your rights and our obligations before making a purchase.


30-DAY RETURN WINDOW
We offer a 30-day return policy. This means you have 30 calendar days from the date you receive your order to request a return. Requests submitted after 30 days from the delivery date will not be eligible for a return or refund, except where required by applicable law.

We honor every return request that meets the conditions outlined in this policy. We will never deny a legitimate return or refund that falls within the terms stated here.


ELIGIBILITY CONDITIONS
To be eligible for a return, your item must meet all of the following conditions at the time it is received by us:

  • The item must be in the same condition in which it was delivered to you
  • The item must be unworn and unused
  • All original tags must still be attached
  • The item must be in its original packaging
  • You must provide proof of purchase (order confirmation email or receipt)

Items that do not meet all of the above conditions may not be accepted for return. If you have any doubts about the eligibility of your item, please contact us before sending it back.


HOW TO START A RETURN
To initiate a return, please contact us at contact@montvael.com or call us at +1 (646) 405-3881 with the following information:

  • Your full name and order number
  • The item(s) you wish to return
  • The reason for the return
  • A photograph of the item if it is damaged or defective

Our team will review your request and respond within 1 to 2 business days with further instructions.

Once your return is approved, we will provide you with a prepaid return shipping label and clear instructions on how and where to send your package. Please do not send items back before receiving authorization from us. Items returned without prior approval will not be accepted and may be returned to sender at their expense.

Return address:
Montvael, AX Digital Group LLC
15442 Ventura Blvd, STE 201-1510
Sherman Oaks, CA 91403
United States


DAMAGES, DEFECTS AND INCORRECT ITEMS
Please inspect your order carefully upon receipt. If your item arrives damaged, defective, or if you receive the wrong item, you must contact us within 7 days of delivery at contact@montvael.com with your order number and clear photographs documenting the issue.

In these cases, we will cover all return shipping costs and, at your preference, offer one of the following resolutions:

  • A full replacement of the item at no additional cost
  • A full refund to your original payment method
  • Store credit for the full value of the item

We take full responsibility for any error or quality issue on our end and will make it right promptly.


EXCEPTIONS — NON-RETURNABLE ITEMS
Due to hygiene, safety and product integrity reasons, the following items are not eligible for return:

  • Perishable goods (food, flowers, plants or similar)
  • Custom or personalized products made to order
  • Personal care and hygiene products (underwear, intimate apparel, beauty products)
  • Hazardous materials, flammable liquids or gases
  • Digital products or downloadable content
  • Gift cards

Items purchased during final sale promotions are not eligible for return or exchange unless they arrive damaged, defective or incorrect.

If you have any questions about whether a specific item is eligible for return, please contact us before placing your order at contact@montvael.com.


EXCHANGES
We currently do not offer direct exchanges. If you wish to exchange an item for a different size, color or style, the fastest way to do so is to return the original item following the process above, and once your return is accepted, place a new order for the item you want.

If you need assistance identifying the correct size or product before reordering, our team is happy to help. Contact us at contact@montvael.com or call +1 (646) 405-3881.


EUROPEAN UNION — 14-DAY COOLING OFF PERIOD
If your order is being shipped to a destination within the European Union, you have the right to cancel or return your order within 14 days of receipt, for any reason and without providing justification, in accordance with EU consumer protection law (Directive 2011/83/EU).

To exercise this right, you must notify us of your decision to cancel within the 14-day period by contacting us at contact@montvael.com. As with all returns, the item must be in the same condition as received, unworn, unused, with all original tags attached and in its original packaging. Proof of purchase is required.


REFUNDS
Once we receive and inspect your returned item, we will notify you by email within 2 business days to confirm whether your return has been approved or rejected.

If your return is approved, your refund will be processed automatically to your original payment method within 10 business days of our approval notification. Please note that depending on your bank or card issuer, additional processing time may be required before the refund appears on your statement. This is outside our control.

Refunds will be issued for the full product price. As we offer free shipping on all orders, no shipping fees will ever be deducted from your refund.

If 15 business days have passed since we confirmed your refund approval and you have not yet received it, please contact us at contact@montvael.com or call +1 (646) 405-3881 and we will investigate immediately.


RETURN SHIPPING COSTS
Return shipping is free for all customers. Once your return is approved, we will provide a prepaid return shipping label at no cost to you, regardless of the reason for the return.


ORDER PROCESSING
Orders are processed 7 days a week, including weekends. Processing takes 1 to 2 days from the date of payment confirmation. Once your order has been processed and dispatched, you will receive a shipping confirmation email with your tracking number.


ORDER CANCELLATIONS
If you wish to cancel your order, please contact us as soon as possible at contact@montvael.com or call +1 (646) 405-3881. We will do our best to cancel your order before it is processed and dispatched.

If your order has already been shipped at the time of your cancellation request, we will be unable to cancel it. In that case, please wait for the delivery and initiate a return following the process outlined above.


CONTACT US
If you have any questions about our Return and Refund Policy or need assistance with a return, our team is here to help.

Montvael
AX Digital Group LLC
15442 Ventura Blvd, STE 201-1510
Sherman Oaks, CA 91403, United States
Email: contact@montvael.com
Phone: +1 (646) 405-3881

We aim to respond to all inquiries within 1 business day.


Last updated: June 2026