Refund policy

1. Exchanges, Returns & Order Cancellations

Except in cases such as product unavailability or other special circumstances, cancellations requested by customers after an order has been confirmed are generally not accepted.

We take great care in inspecting and managing the quality of our products before shipment. However, if you receive a defective, damaged, or incorrect item, please contact us through our website within 7 days, including the date of delivery.

Requests submitted after this period may not be accepted. Thank you for your understanding.

2. Defective or Incorrect Items

If you receive a defective, damaged, or incorrect item, please contact us through our website.

As a general rule, we do not handle return, exchange, or refund requests through direct messages on Instagram or other social media platforms.

The following cases are generally not considered product defects and are not eligible for return or exchange:

1. Loose Threads

Some garments may have minor loose threads. If the issue does not affect the use or quality of the product, please carefully trim the loose thread with scissors and continue using the item.

2. Material Characteristics

Minor odors, pilling, or other characteristics that naturally result from the material or manufacturing process are generally not considered product defects.

3. Color Differences

We make every effort to display product colors as accurately as possible. However, colors and textures may appear different depending on your monitor, smartphone display settings, lighting conditions, or other environmental factors.

If you receive an item in a clearly incorrect color compared with your order, please contact us within 7 days, including the date of delivery. After confirming the situation, we will arrange an exchange or refund as appropriate.

3. Items Not Eligible for Return or Exchange

The following items are generally not eligible for return or exchange:

• Items for which more than 7 days have passed since the date of delivery
• Items with tags or hangtags removed, or items that have been worn or used
• Items that have been washed, dry-cleaned, or otherwise treated by the customer
• Items that have been stained, damaged, or otherwise impaired due to the customer
• Items damaged during opening by cutters, scissors, or other tools
• Items with missing accessories, included items, or other components
• Items ordered in the wrong size due to customer selection
• Returns or exchanges requested for personal reasons such as “different from what I expected” or dissatisfaction with the color or design
• Items that, after reviewing the product condition, shipping records, inspection records, and other relevant information, are reasonably determined by the Store not to meet the return or exchange conditions

If the outer box or packaging is significantly crushed, damaged, or soiled upon delivery, please take photos showing the condition before opening whenever possible, and contact MONTEREST Customer Support promptly.

Please retain the product and packaging in their original condition as much as possible until you receive further instructions from us.

4. Return and Exchange Shipping Costs

If a return or exchange is required due to a defective item, damaged item, incorrect shipment, or another reason attributable to the Store, the Store will cover the necessary return and reshipping costs.

Items returned without prior contact and approval from the Store may not be accepted. Please contact MONTEREST Customer Support before sending any item back.

5. Refund and Return Procedures

If a defective item, damaged item, incorrect shipment, or another issue attributable to the Store is confirmed, we will handle the matter as follows.

1. Refund Amount

Refunds will generally be based on the amount actually paid by the customer for the relevant item.

If a coupon, discount code, or other discount was applied, the refund will be based on the actual amount paid after the discount.

If the order qualifies for a full refund, we will refund the applicable amount actually paid.

2. Return Address

The return address will be provided by MONTEREST Customer Support by email.

Please do not send items directly to the company address listed on the website or to any other address not specifically designated by us.

After we receive the returned item and confirm its condition, we will generally process the refund within approximately one week.

Once the refund has been processed, we will notify you by email.

3. Fees

If the refund is due to a reason attributable to the Store, the Store will bear any applicable refund-related fees.

4. How to Contact Us

Please contact us through our website inquiry form or the email address below within 7 days, including the date of delivery, and provide details of the issue.

If you accidentally purchased the wrong item, please contact us as soon as possible for assistance.

Email: info@monterest.com

To help us review your request more efficiently, please include the following information:

• Your name
• Your order number
• Name of the affected product
• Details of the issue or inquiry
• Product photos or videos, if necessary

5. Return and Exchange Request Period

If you wish to request a return or exchange, you must contact us within 7 days, including the date of delivery.

6. Refund Processing Time

After a refund has been processed, the time required for the funds to appear in your account may vary depending on your payment method, credit card issuer, financial institution, or payment service provider.

For details regarding when the refund will appear, please contact your credit card issuer, bank, or payment service provider directly.