RIGHT OF WITHDRAWAL / CANCELLATION OF PURCHASE – CANCEL ORDER AND REFUND OF PAID AMOUNT
The consumer may cancel the purchase within 7 (seven) calendar days after receiving the product and request a refund of the paid amount.
If the order has reached the "Billing" status, all processing and logistics costs have already been incurred. From this point, cancellation of the order is only possible after delivery.
To exercise the right of withdrawal, the consumer must follow the procedure below:
a) Inform customer service (uk.monarchwear@gmail.com) within 7 (seven) calendar days after receiving the product about the withdrawal. Products cannot be returned without prior communication with customer service;
b) Handle the product carefully. The product must be returned in its original packaging, without signs of use and/or damage of any kind, without altering the original seal, user manual, warranty conditions, accessories, and any other free items and components that came with the product;
c) Follow the other shipping conditions (postal shipping, delivery to the carrier) and return deadlines, which may vary depending on the situation and will be correctly communicated by customer service when canceling the order.
If any of the above conditions are not met by the consumer, the provider is not obliged to respond to the withdrawal.
All products will be inspected by the provider's technical team within 10 (ten) working days of receipt.
If any of the above conditions are not met, the withdrawal will be rejected, and the product will be returned to the consumer without further notice.
If all the above conditions are met by the consumer, the provider will refund the paid amount for the returned product, including shipping costs, using the payment method chosen by the consumer during the order, according to the REFUND CONDITIONS in this section.
PRODUCTS WITH MANUFACTURING DEFECTS
If the consumer believes they have received a new product with a manufacturing defect, they must contact customer service within 7 (seven) calendar days after receiving the product to inquire about repairs, product exchanges, or a refund of the paid amount.
In this case, the consumer must follow the procedure below:
a) Inform customer service (uk.monarchwear@gmail.com) within 7 (seven) calendar days after receiving the product about the assessment of the defect and their request. Products cannot be returned without prior communication with customer service;
b) Handle the product carefully. The product must be returned in its original packaging, without signs of use and/or damage unrelated to the alleged manufacturing defect, without altering the original seal, with the invoice, user manual, warranty conditions, accessories, and other free items and components that came with the delivery;
c) Follow the other shipping conditions (postal shipping, delivery to the carrier) and return deadlines, which may vary depending on the situation and will be correctly provided by customer service when requesting the return.
All products will be inspected by the provider's technical team within 10 (ten) working days of receipt.
If any of the above conditions are not met, the provider is not obligated to respond to requests for product exchanges or refunds, and the general warranty conditions of the product will apply. Please note that the provider is not required to perform warranty repairs if signs of misuse of the product are found.
If all the above conditions are met by the consumer, the provider will respond to the consumer's request as follows:
a) Repair: Will be carried out according to the product's warranty conditions;
b) Replacement: The product will be replaced by an identical product, depending on availability in stock with the provider. The new product will be shipped to the consumer within 10 (ten) working days after the analysis of the defective product. If the product is out of stock, the replacement order will automatically be converted into a refund.
c) Refund: The provider will refund the paid amount for the returned product, including shipping costs, using the payment method chosen by the consumer during the order, according to the REFUND CONDITIONS in this section.
These conditions only apply in cases where the consumer reports an alleged product defect within 7 (seven) calendar days after receiving the product. For later communications, the general warranty conditions of the product will apply.
REFUND CONDITIONS
If the consumer meets all the above conditions required for a refund, the provider will refund the paid amount for the returned product, including shipping costs, using the payment method chosen by the consumer during the order:
PURCHASE THROUGH BANK TRANSFER: The amount will be transferred to an existing bank account of the consumer within 30 (thirty) working days after the product evaluation period ends by the provider's technical team.
PURCHASE THROUGH CREDIT CARD: The provider will transmit the refund decision to the credit card issuer used by the consumer within 30 (thirty) working days after the product evaluation period ends by the provider's technical team. The card issuer will refund the amount based on the consumer's card billing date over one or two upcoming billing cycles.
Important: The refund period depends on the billing date of the card and the responsibility lies with the card issuer.
PURCHASE THROUGH PIX: The amount will be transferred to an existing bank account of the consumer within 30 (thirty) working days after the product evaluation period ends by the provider's technical team.
REFUSAL OF PRODUCTS
All products are shipped correctly packaged, both in specific packaging and transport packaging (depending on the product type). If any of the following scenarios occur, the consumer must refuse the delivery:
a) Opened or damaged specific packaging and/or transport packaging;
b) The product does not match the order;
c) Missing accessories.
If the delivery of the product is refused, the consumer must:
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Indicate the reason for refusal on the back of the attached invoice (Danfe) and return it to the carrier;
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Reject all items in the transport packaging; partial rejection of the order is not possible;
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Contact customer service as soon as possible to report the incident and receive further instructions.
If the consumer accepts the delivery but later finds one of the above issues, they are asked to document the situation with videos/photos and contact customer service within 48 (forty-eight) hours.
If you need assistance, please email us at uk.monarchwear@gmail.com.
Thank you, and we hope to be of assistance!
Best regards,
The Monarch Wear Team