Refund policy
At Montivara, we want you to shop with confidence.
If you're not completely satisfied with your purchase, we're here to help.
60-Day Returns
You may return eligible items within 60 days of receiving your order.
To qualify for a return, items must:
• Be unused and in their original condition
• Include all original packaging
• Not show signs of wear, damage, or misuse
To begin a return, please contact us at:
Our team will provide return instructions and the return address.
Please note that returns sent without prior authorization may not be accepted.
Once your return has been approved and received, we recommend providing the return tracking number via email to help us process your request quickly.
Order Cancellation
Orders may be cancelled for a full refund before they have been processed or shipped.
Once an order has shipped, it can no longer be cancelled. In that case, you may request a return after delivery according to our return policy.
Refunds
After your returned item arrives at our warehouse, it will be inspected.
Once approved, your refund will be issued to the original payment method used during checkout.
Please allow 5–10 business days for the refund to appear in your account, depending on your payment provider.
Gift cards are non-refundable.
Damaged, Defective, or Incorrect Items
We stand behind the quality of our products.
If your item arrives damaged, defective, or you receive the wrong item, please contact us within 7 days of delivery.
Email us at support@montivara.com and include:
• Your order number
• Photos of the item
• Photos of the packaging (if applicable)
We will work with you to provide a replacement, refund, or other appropriate solution.
Late or Missing Refunds
If you have not received your refund:
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Check your bank account again.
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Contact your credit card provider or payment service.
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Contact your bank, as processing times can vary.
If you have completed these steps and still have not received your refund, please contact us at:
Sale Items
Items purchased on sale or during promotional events are eligible for refunds if they meet the conditions outlined in this policy.
Exchanges
If you would like to exchange an item, please contact us first.
The quickest way to receive a replacement is usually to return the original item and place a new order once the return has been approved.
Return Shipping Costs
Customers are responsible for return shipping costs unless:
• The item arrived damaged
• The item is defective
• We shipped the wrong product
Original shipping charges are non-refundable.
We recommend using a trackable shipping service for returns, especially for orders valued over $50.
Incorrect Shipping Information
Please ensure your shipping address is entered correctly at checkout.
If an order cannot be delivered because of incorrect information provided by the customer, we are not responsible for the failed delivery.
If a replacement shipment is requested, additional shipping charges may apply.
Delivered but Not Received
If tracking shows your package as delivered but you cannot locate it:
• Check around your property
• Ask family members or neighbors
• Contact the carrier directly
Once a carrier marks a package as delivered, we must rely on the carrier's tracking information when investigating delivery issues.
Contact Us
If you have any questions regarding returns, refunds, or exchanges, please contact us:
Montivara
Good View Commercial Centre
Room 4, 16/F
2-16 Fa Yuen Street
Kowloon, Hong Kong