Thank you for your purchase from Moncelo.
Our Returns and Refund Policy is designed to provide you with a transparent and hassle-free shopping experience.

Please read the following terms regarding returns, refunds and exchanges carefully.

1. Scope and Contact Details

For questions regarding returns and refunds, you can contact us:

Email: info@moncelo.com

2. General Rules

Return period:
Products may be returned within 30 days of delivery.

Refund processing time:
We process refunds within 7 working days after your returned item has been approved.

Return shipping costs:
The customer is responsible for return shipping costs unless the product is defective or incorrectly delivered.

3. Cancelling an Order

You may cancel your order within 10 minutes of placing it by contacting our customer service via info@moncelo.com

If your order has already been shipped, please follow the return procedure below.

4. Return Policy

We accept returns under the following conditions:

The product may be returned within 30 days of delivery.

The product is new, unused and still has all original labels attached.

The product is returned in its original packaging.

Proof of purchase or order number is included.

5. Exceptions

The following products cannot be returned:

Personalised or custom-made products

Hygiene products (e.g. underwear), unless unopened and unused.

6. Return Instructions

To start the return process:

Contact us via info@moncelo.com, stating your order number, the reason for return and, if applicable, photos of the product.

We will provide you with further instructions regarding your return shipment.

Carefully pack the product in its original packaging with all labels attached.

Send your parcel via a courier that offers tracking.

Unless the product is defective or incorrectly delivered, return shipping costs are the responsibility of the customer.

7. Refund Policy

Processing Time

Approved refunds are processed within 7 working days via the same payment method used for the purchase.

Depending on your bank or payment provider, it may take a few additional working days before the funds appear in your account.

Confirmation

Once your refund has been processed, you will receive a confirmation by email.

If you do not receive your refund within the expected timeframe, please contact your bank or payment provider first.

For further questions, you can contact us via  info@moncelo.com

8. Exchange Policy

We offer replacement products for defective or incorrectly delivered products.

Please contact us within 30 days of delivery via  info@moncelo.com

In the case of defective or incorrectly delivered products, we reimburse return shipping costs.

If you ordered the wrong size, you may return the item and place a new order.

9. Exceptions and Special Situations

Defective or Damaged Products

Report any damage or defects within 48 hours of delivery.

In such cases, we will offer an appropriate solution, such as:

Replacement product

Full refund

Receiving the Wrong Product

If you receive the wrong product, we will reimburse the return costs and provide an appropriate solution.

Lost Parcels

If your parcel has not been delivered within the estimated delivery timeframe, please contact us via  info@moncelo.com so that we can initiate an investigation with the carrier.

10. Delivery Times

Return period: 30 days from the delivery date.
Refund processing: within 7 working days after approval of the returned item.

11. Contact

Do you have any questions about these regulations?

Please contact us:

Email: info@moncelo.com
Website: moncelo.com
Address: Willemsbos 208, 2134EJ Hoofddorp
Telephone: