Returns & Warranty Policy

If you're not completely happy with your purchase, we'll do whatever we can to make it better!

If you are not satisfied with the fit, style or colour, please do not hesitate to return the product for any other item available on the web store. You can also request a voucher for our web store, or a refund. Please note, no refunds or exchanges are offered on underwear, bras or bike short liners.

On sale items, due to the low prices offered and short supply of stock on this web store, exchanges may not be possible. But we’ll cross that bridge if we come to it!

RETURNS AND WARRANTY PROCESS

The first step is to contact us using this form with your order number and the items you wish to return or exchange.

For exchanges, please let us know what you would like to exchange to.

We will then reply with instructions and the necessary paperwork.
We strongly recommend using a tracked postal service with insurance as a lost product is your responsibility.

Items must be unworn and un-damaged, returned complete with original labels and packaging. We reserve the right to reject any item that does not meet these requirements. Due to hygiene reasons, we are unable to refund or exchange underwear, bras or bike liners.

Returns must be received within 28 days of the date you placed your order.

Once we have received your returns, we will be in touch to confirm any details and to let you know what’s next!

Please note that return shipping charges are the responsibility of the customer, except in cases where we have made a shipping error or there is a warranty issue.

Refunds can only be issued via your original payment method

We reserve the right to limit returns or to charge a re-stocking fee or refuse the return if the above conditions are not met.

If you still have any questions regarding a return or exchange, please just give us an email at help@mail.nz.monsroyale.com and we’ll take things from there.

If we have made a shipping error, please contact us immediately so we can rectify this issue for you. All freight costs will be on us.

If you are not 100% satisfied with the performance of your Mons Royale product, please do not hesitate to contact us to discuss the issue.

Mons Royale will replace your product within 12 months of the purchase date if the item has been damaged due to a fabric, stitching or manufacturing defect.

Warranties will be accepted or declined after evaluation. If your warranty is accepted, you will be offered a replacement item if available, a store credit or a refund. Of course, we will discuss the action that will be taken with you.

Warranty is not accepted:

• Without evidence of purchase (don’t worry, we have this covered if you acquired through our web store).
• When garment-washing instructions have not been followed.
• An item is damaged due to misuse, neglect, or being loved to pieces.

If your garment was not purchased through the Mons Royale website, please return these items to the retail outlet where they were originally purchased to discuss a warranty issue. However, if this store is on the other side of the country, please just get in touch with evidence of your purchase and we’ll do our best to accommodate your needs.

To start a warranty claim, please email us at help@mail.nz.monsroyale.com explaining your situation and be sure to include:

• Photos of the defect, and one of the garment as a whole
• Where and when you purchased the product 
• The order number from your purchase 
• Your current mailing address
• Any details or description of how this fault may have come about

If we require an item to be returned for inspection, we will provide you with a shipping label to get the product back to us.

Once we receive the product, we will inspect and evaluate the issue you have advised. We reserve the right to refuse any warranty and will contact you with an outcome.