Effective Date: January 1, 2024
At Monmartt, we strive to provide you with the best shopping experience possible. However, we understand that there may be rare instances where you need to return items. This policy outlines the conditions under which we accept returns and issue refunds for purchases made on the Monmartt website and in our physical stores. It also explains when returns are not accepted and refunds are not issued.
1. Return Period and Conditions for Acceptance
We accept returns for most items within 3 days of delivery or purchase. Unfortunately, returns are not accepted after this period. You may return items purchased at Monmartt under the following conditions:
| Reason for Return | Applicable Product Categories |
|---|---|
| I changed my mind | All product categories except for health and hygiene products, such as underwear, nightwear, swimwear, personal care items (e.g., skincare, fragrances, hair care), earrings, and health-related items. |
| Size doesn’t fit as expected | Clothing and shoes only. |
| Item stopped working after usage | All categories, excluding clothing, sports, fitness, and consumables. |
| Item received is broken or defective | All product categories. |
| Packaging was damaged | All product categories. |
| Item received with missing parts or accessories | All product categories. |
| Item received used or expired | All product categories, except software. |
| Item seems fake or unauthentic | All product categories. |
| Wrong item, color, size, or model | All product categories. |
2. Return Conditions
Items eligible for return must meet the following conditions:
- The item must be unused, unworn, and in its original packaging.
- Items should be returned with all original tags, labels, and accessories intact.
- Opened or used items are not eligible for return, except where the item is defective or damaged upon delivery.
- If the return is due to a change of mind, a restocking fee of 20% will be deducted from the refund. The customer will bear the cost of return shipping.
- If an item is defective or damaged on delivery, Monmartt will cover the return shipping and provide a replacement.
3. Non-Returnable Items
Certain items cannot be returned for health and hygiene reasons. These include:
- Personal care products (e.g., skincare, fragrances, hair care).
- Underwear, nightwear, swimwear.
- Earrings.
- Custom-made or personalized items (e.g., engraved, monogrammed, or customized products).
These items can only be returned if they are damaged, defective, or if the wrong item was delivered.
4. Return Packaging Guidelines
When returning an item, it must be sent back in the exact condition in which it was received:
- The original packaging must be intact, and all tags and labels must remain attached.
- Items should be packed securely to prevent damage during transit.
- Any personal data stored in the item (e.g., in electronics) must be completely removed before return. Monmartt is not responsible for any data breaches due to returned items.
5. Refund Policy
Refunds will only be issued once the return is received and inspected by our team. The following conditions apply:
- Refund Processing: If your return is accepted, we will process your refund within 7-10 business days after the item is received.
- Delivery Costs: If the return is due to Monmartt’s error (e.g., defective or incorrect item), the refund will include the cost of delivery. If the return is due to a change of mind, the delivery fees are non-refundable.
- Refund Method: Refunds will be processed using the original payment method. If you used a voucher, the refund will be issued as a voucher within 24 hours.
6. Rejected Returns and Forfeiture
If your return is rejected after inspection, you will not be refunded, and Monmartt will attempt to redeliver the item to you twice within 3 business days. If delivery is unsuccessful after these attempts, you will have 30 days to collect the item from our specified location. After this period, the item will be forfeited and may be donated, sold, or disposed of.
7. No Exchange Policy
We do not offer direct exchanges. If you would like a different size or color, please return the unwanted item and place a new order.
8. Return Pickup and Refund Timeline
The table below outlines the timelines for returns and refunds based on your location:
| Location | Return Period | Refund Processing Time |
|---|---|---|
| Tier 1 (Lagos) | 1-3 business days | 4-7 business days |
| Tier 2 (Abeokuta, Ibadan) | 1-4 business days | 4-7 business days |
| Tier 3 (Abuja, Akure, Benin, Ilorin, Port Harcourt) | 1-5 business days | 4-9 business days |
| Tier 4 (Other Cities) | 1-6 business days | 5-12 business days |
9. Further Information and Contact Details
To initiate a return, please email [email protected], with cc to [email protected], within 3 days of receiving your order. Upon approval, the item should be sent to Monmartt Head Office immediately.
For more information, please refer to our Return Pickup and Refund Timeline.
10. Refund Timelines and Methods
Once your return is approved, the refund processing timeline is as follows:
- Bank Transfer Refund: 3-10 business days for the funds to be credited to your account.
- Voucher Refund: Processed within 24 hours.
If the reason for return is not validated, the item will be returned to you, and no refund will be processed.
