Refund policy

Returns & Refund Policy

At Montvail, we are committed to providing an exceptional customer experience and take pride in the quality and craftsmanship of our timepieces. If, however, you are not fully satisfied with your order, we offer a return policy in accordance with applicable consumer rights legislation, whilst ensuring that we remain protected against misuse or abuse of the return process.

1. Right to Cancel (European Union Customers)

If your order was delivered to a country within the European Union, you are legally entitled to cancel your purchase within 14 calendar days from the day you receive it, without needing to provide a reason.

To be eligible for a return:

  • The item must be unused, unworn, and in perfect condition
  • All original packaging, labels, and protective films must be intact
  • You must provide proof of purchase
  • You must notify us in writing of your intent to return within the 14-day window

Please note: We reserve the right to reject returns that do not meet these conditions.

2. International Customers (Non-EU)

For customers outside the European Union, return requests are reviewed on a case-by-case basis. While we strive to accommodate reasonable concerns, we are not legally obliged to accept returns due to change of mind or subjective dissatisfaction (e.g., "not as expected" or "no longer wanted").

We kindly ask international customers to contact us prior to ordering if they have any doubts about the product.

3. How to Request a Return

To initiate a return, please email us at info@montvailwatches.com within the relevant time period (14 days for EU orders). Returns sent without prior approval will not be accepted.

You will be provided with a return authorisation and instructions. The return address will be given upon approval.

4. Return Shipping

Unless the product is faulty or incorrect, the cost of returning the item is your responsibility. We strongly recommend using a tracked and insured shipping service.

We are not liable for returns lost or damaged in transit.

5. Non-Returnable Items

We do not accept returns for the following:

  • Products that have been used, worn, damaged or altered
  • Items without their original packaging or protective materials
  • Personalised or customised products
  • Gift cards or digital items
  • Discounted items marked as Final Sale
  • Returns requested after the 14-day EU window or without authorisation

6. Faulty, Incorrect, or Damaged Items

If your item arrives defective or incorrect, you must contact us within 48 hours of delivery, including clear photos showing the issue.

If verified, we will offer:

  • A replacement item, if available
  • Or a full refund to your original payment method

All claims submitted after 48 hours will be assessed at our discretion.

7. Refund Processing

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

If approved:

  • Refunds are processed within 10 business days to your original payment method
  • Processing time may vary depending on your bank or provider

If you have not received your refund after 15 business days, please contact us at info@montvailwatches.com.

8. Important Notes

  • We do not offer exchanges
  • Refunds will only be granted for items returned in resalable condition
  • Returns that do not meet the stated criteria may be rejected or subject to a restocking fee
  • This policy complies with Directive 2011/83/EU on Consumer Rights and Portuguese Decree-Law No. 24/2014, where applicable

9. Contact

For any questions about our return or refund policy, please contact us:
📧 info@montvailwatches.com