Returns and Refunds Policy

Refunds, returns, and exchanges

We want you to be satisfied with your purchase. If for any reason you are not satisfied with any part of your Order, we accept returns or exchanges according to the following policy.

Items returned to us (whether for a refund or exchange) must be in new, unused condition in their original packaging, with all pieces included and intact.

Unfortunately, we cannot offer refunds, returns, or exchanges on the following products: Custom made orders, personalised items. Therefore, please choose carefully, as no refund will be given if you change your mind or made the wrong decision for these particular types of products.

You are responsible for paying the shipping fees to return the Products to us (whether for return or exchange). We will not re-imburse you for return shipping, except if you are returning/exchanging a damaged or faulty Product or because your Product was not as described.

If you are not satisfied with your purchase and would like to request a return or exchange, you can email us at hello@montrosemakers.co.uk within 14 days of the delivery date.

If you received a damaged or faulty Product, you may request a return or exchange within 30-60 days of the delivery date using the same procedure described above. Please also include photographs showing that the Product arrived damaged/faulty with your request. If the Product became damaged/faulty due to your improper use, you will not be eligible for a refund.

After your refund/exchange request is approved, you must send the Products back to us within 14 days.

Once you return an item, we will take up to 7 days to inspect the returned Products. If any of the returned Products are not in an unused and re-sellable condition, we may refuse your refund request or offer you a partial refund (or partial credit toward an exchange). Otherwise, we will refund/exchange you for the full price of the Product(s), but we will not refund any shipping fees associated with your Order.

Our policy is in addition to any legal rights you may have through legislation that applies to your purchase. If you believe that a law in your geographic area entitles you to a refund outside of what is permitted by this policy, please contact us at hello@montrosemakers.co.uk. We will verify our legal obligations, and if required, we will provide you with a refund.