Refund policy

Returns & Refunds

We want you to feel confident with your purchase. If something isn’t quite right, our return process is designed to be clear and straightforward.

How to Start a Return

To initiate a return, please email info@monterelle.com with your order number and the reason for your return. Our support team will provide you with detailed return instructions.

Please note: Return shipping costs are the responsibility of the customer, unless the item received was faulty or incorrect.

30-Day Return Period

Items may be returned within 30 days of delivery, whether the fit wasn’t right or you simply changed your mind.

Return Shipping & Address

Please note that returned items must be sent to our return address in The Netherlands.

Return address:
Bours Enterprises
Burglaan 4
7314 BL Apeldoorn
The Netherlands

Customers are responsible for return shipping costs. As our return address is located internationally, return shipping fees may vary depending on your location and chosen carrier.

We recommend using a trackable shipping service. Monterelle is not responsible for returns lost in transit.

Any customs duties, import taxes, or additional charges associated with returning an item internationally are the responsibility of the customer.

By placing an order, you acknowledge that return shipping may involve international shipping fees.

No Restocking Fees

We do not charge any restocking or handling fees. There are no hidden costs involved.

Refund Processing

Once your returned item(s) have been received and inspected, refunds are processed within 10 business days. Refunds are issued to the original payment method used at checkout.
Please note that banks or payment providers may require additional time to complete the transaction.

Order Cancellations

If you need to cancel your order, please contact us at info@monterelle.com within 2 hours of placing your order.
After this time, cancellation is no longer possible as your order will already be in processing. You may then return the item after delivery in accordance with this policy.

Exchanges

If you would like to exchange an item, please mention this in your return email. Exchanges are subject to availability.

Need Help?

If you have any questions or need assistance, contact us at info@monterelle.com.

Business details:
Store Name: Monterelle
Legal Name: Bours Enterprises
Business Address: Burglaan 4, 7314 BL, Apeldoorn, The Netherlands
Email: info@monterelle.com
Telephone Number: +31 687387753

Customer service:
Monday - Friday: 9:00 AM - 5:00 PM (AEST)
Average response time: within 24 hours on business days.