Return policy

Let’s Work Together for a More Sustainable Future

Before sending back a product, please contact us first at support@montra-usa.com.
In many cases, we can help you find a better solution without unnecessary returns.

Return Conditions

By returning a product, you agree to the following terms:

Return Window

  • Returns are accepted within 28 days of receiving your order.
  • You must notify us by email at support@montra-usa.com within 14 days of delivery if you wish to return an item.
  • After notifying us, you have an additional 14 days to ship the product.
  • Refunds are processed once the returned product has been received and verified.

Shipping Your Return (Tracking Required)

To ensure your return arrives safely:

  • Always use a trackable shipping method with a valid tracking code.
  • Email your tracking details to support@montra-usa.com immediately after shipping.
  • We recommend insured shipping to protect against loss or damage.

⚠️ Please note:

  • We are not responsible for lost or damaged return shipments.
  • Returns without tracking or proof of delivery cannot be refunded.
  • Incorrect customs documentation may cause delays or extra charges.

Condition of Goods

  • Products must be returned unused, undamaged, and in their original packaging.
  • Items with wear, damage, or missing parts may not qualify for a full refund.
  • Any damage upon delivery must be reported within 24 hours, including clear photos.

Return Costs & Responsibility

  • Return shipping costs are the customer’s responsibility and are non-refundable.
  • Return costs vary depending on size and carrier.
  • Any additional duties, customs fees, or import charges caused by incorrect return shipping are the responsibility of the sender.

Return Procedure – Step by Step

  1. Review the Return Conditions
    Make sure your product qualifies for return.

  2. Contact Customer Support
    Email support@montra-usa.com with your order number, reason for return, and photos if the item is damaged.
    ⚠️ Without prior notice, we cannot process your return.

  3. Complete the Return Form
    Download the return form (Word or PDF) from our website and include it inside your package.
    ⚠️ Returns without the completed form cannot be processed.

  4. Package the Item Securely
    Use the original packaging or a sturdy box and protect the product well to avoid transport damage.

  5. Ship With Tracking
    Purchase a trackable shipping label and ensure it is securely attached to the package.
    Email us the tracking number at support@montra-usa.com.

  6. Confirmation & Refund
    Once we receive and inspect the return, your refund will be issued within 14 business days via the original payment method.

⚠️ Refunds cannot be issued until your return has been received and confirmed.

Items Not Eligible for Return

  • Customized or personalized products
  • Hygiene-related items (e.g., underwear, lingerie, personal care products)
  • Products returned damaged or incomplete
  • Returns submitted outside the return window

Customer Responsibility for Returns

The customer is fully responsible for ensuring the return is shipped correctly.

  • We are not liable for lost, delayed, or misdelivered returns.
  • Only the sender (you) can file a claim with the shipping carrier in case of loss or damage, since you initiated the shipment.

Tips for a Smooth Return

✅ Use a reliable shipping service with tracking
✅ Consider insurance for valuable products
✅ Use a sturdy box to avoid transport damage
✅ Complete customs forms correctly to avoid delays or fees
✅ Take photos of the item and packaging before sending
✅ Send us the tracking code and keep your receipt until the return is fully processed
✅ Print and attach the label clearly — avoid handwritten labels

Customer Support & Contact

📧 Email: support@montra-usa.com (available 24/7)

Customer Service Hours (response time):

  • Monday – Friday: 7:00 AM – 6:00 PM
  • Saturday: 7:00 AM – 3:00 PM
  • Closed on Sundays & Holidays