Refund policy
We have a 30-day return policy. You have 30 days from the date you receive your item to initiate a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
Return Procedure
To start a return, contact us at info@montrellstudio.com with your order number and reason for the return. Once your return is approved, we will provide you with the return address and full instructions. Items sent back without prior approval will not be accepted. Please allow 1-2 business days for us to review your return request and respond with next steps.
Refund Method
All approved refunds are processed back to the original payment method used at checkout. You will receive a confirmation email once your refund has been issued.
Refund Processing Time
Once we receive and inspect your returned item, we will notify you within 2 business days whether your refund has been approved. Approved refunds are processed within 10 business days back to your original payment method. Please allow additional time for your bank or card provider to process and post the refund. If more than 15 business days have passed since your refund was approved, please contact us at info@montrellstudio.com.
Damaged Goods
Please inspect your order upon reception and contact us immediately within 48 hours of delivery if the item is defective, damaged, or if you receive the wrong item. Email us at info@montrellstudio.com with your order number and clear photos of the damage. We will evaluate the issue and arrange a replacement or full refund at no cost to you. Return shipping for damaged or incorrect items is covered by us.
Please note that return shipping costs are the responsibility of the customer in all other cases. We do not charge any restocking fees.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Contact us at info@montrellstudio.com and we will guide you through the process.
UK 14 Day Cooling Off Period
You have the right to cancel or return your order within 14 days of receiving it, for any reason and without justification, in accordance with UK consumer rights. Your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
UK Consumer Rights
Our goods come with protections under the Consumer Rights Act 2015. You are entitled to a repair, replacement, or refund if goods are faulty, not as described, or unfit for purpose. Nothing in this policy limits or excludes any rights you have under UK consumer protection legislation.
Contact Us
Need assistance? Get in touch with our customer service team.
- Email: info@montrellstudio.com
- Phone: +44 7916 962337
- Customer Service Hours: Monday to Friday, 11:00 AM – 7:00 PM (GMT)
- Response Time: Within 24 hours (Mon–Fri). Weekend messages answered Monday.