RETURNS AND REFUND

What can I return?

You can initiate a return up to 7 days after delivery if:

  • You receive a wrong, damaged, defective or counterfeit item
  • You change your mind, with exception to underwear, adult toys, perfumes, cosmetics, feeding items such as breast pumps (if seal is broken) , breast pads etc

How long will it take to return an item and get my refund?

Please see our timelines for full information.

What are the conditions for returning an item? Requirement for a valid procedure

  • Proof of purchase (order number, invoice, etc)
  • Reason for return has to be valid and return acceptance conditions met (check out below)
  • Return method
  • Refund method that you would like and the necessary information associated (bank account number, etc.)
  • Return form returned with the product


Should there be any item damaged due to our transportation, please contact our customer service within 24 hours for claim purposes. Remember to send back all items including the free promotional items that came with the purchase. If forgotten, the return will not be accepted. 

Once your product is retrieved we will perform a quality check.
If the quality check is successful, we will refund you according to your requested refund method. This will happen within 10 days starting from when your return request was submitted.
Note that if the quality check is unsuccessful, you will not be refunded and will be sent back your product. 


Conditions and reasons to return an item
You may want to return your item due to any of the following reasons:

x : Not Required | : Required

Reasons for return

YOUR RETURN MUST BE :

New condition

Sealed condition

Complete (free gifts, accessories, original packaging)

Not damaged

Tags & labels attached

Delivery - Wrong Product


Product sealed should not be broken EXCEPT for item type that cannot be differentiated visually based on information provided on the box / packaging only

Quality - Damaged Product

x

x

Quality - Defective

Quality - Product Condition

Delivery - Parts Missing

x

Customer - Change of Mind

Not applicable. Return will not be accepted

Not As Expected

Products are well described for further description speak with our customers’ service agent or Chat with us

 

How to return a product?

Before returning an item, please check our Monmartt Return conditions, stated in the questions below, to make sure your item is eligible for return.

You have 3 calendar days to notify us that you want to return your product after its reception.

If your return meets all the requirements, your returns can be initiated via Return form that will be sent to you

Returns are easy. Simply follow the 7 steps stated below: 

  1. Check if your products meets all returns requirements
  2. Send an email to us requesting for return form
  3. Fill the form
  4. Send the Return form to Monmartt email address contactus@monmartt.com
  5. Pack items and seal
  6. Arrange product retrieval, this will be after our Customer service confirms that return meets the first requirement
  7. Return to nearest KOS or any delivery station as advised by our staff or Return to our store as advised
  8. Your return will go through product quality check
  9. You will be refunded once the item passed through quality control
  10. Don't forget to fill the paper return form and pack it with your product to return.

 

How much time do I have to return a product to Monmartt?

All items sold on Monmartt under approved conditions, can be returned within a period of 3 days from delivery date.
Example: If I received my product on Monday 5th, I have until next Wednesday 8th to contact Customer Service.

NOTE: You have 3days to notify us of your return online or by calling Customer Service, from the day you received your purchase.
For defective items, note that you have 5 days to return your product. After this period, we do not accept returns. We advise you to contact the manufacturer if the product has a warranty. 

 

How do I send my product to Monmartt?

 Monmartt staff will advise you on the courier company to use to return the item or advise on how to return the item to our Store


Note that we do not have pick up arrangement outside Lagos State. 

However, after 1 pick-up attempts, we will cancel the return procedure and you will not be able to return your product to us anymore. 

 

How do I track my return status?

We will keep you updated by email and SMS about the status of your return. If any question please do not hesitate to contact our customer service at contactus@monmartt.com  or call +2348160365353 +234 701 399 0111

 

I received something I didn't order. What now?

Sorry, Please always if possible on your side, verify the item delivered when given by the delivery agent. And reject if not matching your order. In case you accepted it from the delivery agent, you can still return it within 3 days. On confirmation via email by our agent confirming it was different via picture you sent to our email address

 

Do I have to return all products in my order?

No, you do not have to return your entire order. You can return certain product(s).

 

Can I return my items after the timeline to return has expired?

Sorry, returns are not possible after the 3 days return period. You can reach our team for further questions at contactus@monmartt.com.

 

What should I do if I want to exchange a product and it is either sold out or not available?

You will have to return your product, within the 3 days after the delivery, and place a new order when it becomes available again. Please do not hesitate to contact our Customer Service Center contactus@monmartt.com  or call +2348160365353 +234 701 399 0111  who will offer the closest available substitute of the product to you.

 

Do I have to return the free gift when I return a product?

Yes, any free gift must be also be returned.

 

If I request for a replacement, when will I get it?

It will take between 7 and 15 days to send you the replacement depending on your product and location.

 

If my refund gets validated, how and when will I get reimbursed?

Refund process begins after we have completed the evaluation of your returned product.  Refund will be process 5 working days after we received the item returned. We will send you an email notification once return examination completed.

To process your refund 
quickly, you have the option to request a refund via Monmartt Refund Voucher, which must be indicated when you request for a return online or by calling our Customer Service. 

Otherwise, you can be refunded according to the following table. Note 
that some refund methods are available according to your payment method.

Refund methods available according to payment methods.

Payment methods

Refund methods

Cash

Refund voucher or bank transfer

Bank Transfer

Refund voucher or bank transfer

Refund Voucher

Refund Voucher

Debit Card

Refund Voucher or bank transfer

 

What is a refund voucher?

Monmartt   Refund Voucher is a return mechanism equal to the value of the product you ordered.
You can use Monmartt Refund Voucher as 
voucher code to purchase any item. A refund voucher is valid for 60 days you need to use your voucher during this period. This refund voucher can be used on several purchases, until your balance is 0. 

 

If my returned product is not validated for refund, how do I get informed?

If your return is invalid then we will call you to explain the issue and send the item(s) back to you. We will arrange the delivery of the item. 

Note that we will make several attempts to return the product to you. However, after 2 return attempts, we will cancel the return procedure and we will keep the product with us for a maximum of 60 days for you to pick it up at Monmartt warehouse. 

 

I have bought an item on promotion or with a voucher. What amount will you refund me?

For items purchased on sale, the amount refunded will be the exact amount paid, and not its original value.

For example: If you purchased an item on sale for $20 and its original value was $40, we will refund you $20.

If you purchased an item with a Refund voucher, we will refund you the sum of the amount you paid and the amount of the Monmartt refund voucher. 

 

Refund Timeline:

The refund time starts from the day the item you would like to return is picked up by one of our delivery associates to the day the refund process is completed.

 

All Lagos Cities

All Lagos City Refund completed within:

5 - 7


Business Days

Ibadan, Abuja, Port Harcourt, Abeokuta

Ibadan, Abuja , Abeokuta and Portharcourt  Refund completed within:

7 - 10


Business Days

All Other Cities

All other City Refund completed within:

7 - 10


Business Days