Returns Policy at Monmore
Please see our full Terms & Conditions too
1. Returns & Refunds
1.1 Cancellation under the Distance Sales Regulations: The Company operates a cancellation and returns policy which is compliant with the European Union (Consumer Information, Cancellation and Other Rights) Regulations 2013 (the 'Consumer Information Regulations'). These regulations only apply to customers dealing as consumers (ie. A natural person acting for purposes outside their trade, business or profession).
1.2 Cooling-off period: If you have changed your mind, you can get a full refund on any online purchase before the expiry of the cooling off period which is 14 calendar days following receipt of your Goods. Where goods are ordered the cooling off period expires 14 calendar days following receipt of your Goods. If multiple goods are ordered, in one order and delivered separately, the cooling off period expires 14 days after the date of the last delivery. Please note the following limitations to this cooling off period:
1.2.1 Unused products only: Only unused and unopened products in their original packaging can be returned for a full refund.
1.3 Further Limitations on Cancellation Rights: Please note that the right to cancel does not apply in the following circumstances:
1.3.1 Contracts for the supply of goods that are clearly personalised
1.3.2 Contracts for the supply of goods that are liable to deteriorate or expire rapidly
1.3.3 Contracts for the supply of sealed goods that are not suitable for return for health protection and hygiene reasons, and were unsealed after delivery
1.4 Cancellation Process: To cancel your order before the expiry of the cooling off period, contact us at email@example.com. You should take note of thefollowing:
1.4.1 To meet the cancellation deadline it is sufficient for you to email us before the cooling off period has expired.
1.4.2 You will be responsible for the cost of returning the Goods to us unless;
(a) we arrange to collect the Goods from you
(b) we have delivered them to you in error
(c) the Goods were damaged or defective at the date of delivery to you
1.4.3 You will need to take reasonable care of the Goods until they are returned or collected by us. We will not be responsible for any Goods while they are in transit being returned to us and we recommend you pack the products securely and that you should use a recorded-delivery service (such as prepaid post) to return any Goods to us.
1.4.4 You must return the Goods to us within 14 days of informing us of your wish to cancel unless we arrange to collect the Goods directly from you.The return address will be provided as necessary.
1.4.5 Please note if returning Goods we require the original invoice or order number or your full name and address plus your mobile contact number. Without this information we will be unable to identify a returned package as yours and we will not be able to process the return/refund.
1.5 Refund: We will refund you the original purchase price (less any discounts we applied at the time of your purchase) for the Goods you are cancelling, together with the delivery charge to you (unless the delivery charge was a priority or express delivery cost) as soon as reasonably possible, and in any case in accordance with our statutory obligations. You will be refunded using the same means of payment you used for your initial transaction.