Refund policy

Last updated: 17 October 2026

This Returns & Refunds Policy applies to orders placed through Monvaza and delivered in the United Kingdom.

30-day return period

In addition to your statutory right to cancel, Monvaza offers a voluntary return period of 30 calendar days.

You have 30 calendar days from the date you, or a third party nominated by you, receives your order to request a return.

If several items from one order are delivered separately, the return period begins when the final item is received.

Conditions for voluntary returns

For voluntary returns requested outside the statutory cancellation period, the item must:

• be unworn, unused and undamaged;

• have its original labels attached;

• be returned in its original packaging where reasonably possible;

• be accompanied by your order number or another form of proof of purchase.

Original packaging is not an absolute requirement for exercising your statutory right to cancel.

These voluntary return conditions do not restrict your statutory rights relating to faulty, damaged or incorrectly supplied goods.

Statutory right to cancel

As a consumer buying online in the United Kingdom, you have a statutory right to cancel your purchase without giving a reason, subject to the lawful exceptions set out below.

You may cancel from the time you place your order until the end of 14 calendar days after the day you receive the goods.

The 14-day period begins on the day after you, or a third party nominated by you other than the carrier, receives the item.

Where several items ordered together are delivered separately, the cancellation period begins on the day after the final item is received.

To exercise your right to cancel, you must inform us of your decision by a clear statement within the cancellation period. You can contact us by email:

Email: support@monvaza.com

You may use the model cancellation form at the end of this policy, but this is not compulsory.

After notifying us of your cancellation, you have a further 14 calendar days to send the goods back.

You do not need our prior approval to exercise your statutory right to cancel. A clear cancellation statement sent within the statutory period is sufficient.

Inspecting and trying on an item

During the statutory cancellation period, you may inspect, assess and try on an item as you would in a physical shop.

You are only responsible for a reduction in value caused by handling beyond what is necessary to establish the item's nature, characteristics and functioning.

Missing or damaged original packaging does not automatically remove your statutory right to cancel.

Any deduction for diminished value must be reasonable and reflect handling beyond what was necessary to assess the item.

Requesting a return

To request a return, contact:

Email: support@monvaza.com

Please include the following information where possible:

• your full name;

• your order number;

• the item you wish to return;

• the date you received the item;

• the reason for your return, if you wish to provide one voluntarily.

You do not need to give a reason when exercising your statutory right to cancel.

Return method

Returns are accepted by post only.

After you contact us, we will email you a free prepaid return label and return instructions. You can download and print the label.

Please return your parcel according to those instructions to:

Monvaza
Pützdrieschstraße 9
52477 Alsdorf
Germany

Do not use a different address printed on the original shipping packaging or supplied by a carrier.

We ask you to contact us before returning an item so that we can provide the correct label and identify your order.

This request does not make prior registration or approval a condition of exercising your statutory right to cancel.

Returns cannot be delivered to the return address in person.

Return costs

Returns from the United Kingdom are free when you use the prepaid return label supplied by Monvaza.

There are no restocking or return processing fees.

To obtain your free return label, email support@monvaza.com.

If you choose a different carrier or shipping method without our prior agreement, we do not normally reimburse those costs.

This does not affect our obligation to cover the reasonable costs of returning faulty, damaged or incorrectly supplied goods.

Damaged, faulty or incorrect items

Please check your order as soon as reasonably possible after delivery.

Contact us if:

• an item arrived damaged;

• an item is faulty;

• you received an incorrect item;

• an item or part of your order is missing.

Email support@monvaza.com and include your order number and a description of the problem.

Where possible, include clear photographs of the item, packaging and shipping label. Photographs help us investigate but are not an absolute condition of your statutory rights.

We will assess the issue and provide the remedy to which you are entitled under UK consumer law. Depending on the circumstances, this may include a refund, repair, replacement or price reduction.

You do not lose your statutory rights simply because you did not report a problem immediately.

The conditions for voluntary change-of-mind returns do not restrict your statutory remedies for faulty or incorrectly supplied goods.

Exceptions to the right to cancel

The statutory right to cancel may not apply to:

• goods made to your specifications or clearly personalised;

• sealed goods that are unsuitable for return for health protection or hygiene reasons, where the seal has been broken after delivery.

Where a statutory exception applies, it will be clearly stated on the relevant product page before purchase.

These exceptions do not remove your rights where goods are faulty, incorrectly supplied or not as described.

If you are unsure whether an exception applies, contact support@monvaza.com before returning the item.

Reduced-price items

Reduced-price items can be returned under the same conditions as full-price items.

A discount or promotional price does not restrict your statutory right to cancel or your rights relating to faulty goods.

Exchanges

We do not offer a direct exchange service.

If you would like a different size, colour or item, you can return the original item in accordance with this policy and place a new order.

This does not affect your statutory right to a replacement where goods do not conform to the contract.

Refund

We will notify you by email when we receive your return.

We will then check the item against the conditions applicable to your return.

Refund following statutory cancellation

If you cancel your entire order within the statutory cancellation period, we will refund all payments received from you, including the cost of the least expensive standard delivery option we offered.

If you selected a more expensive delivery option, the additional cost above standard delivery will not be refunded.

For a partial return, original delivery charges will not normally be refunded unless required by law.

We will refund you without undue delay and no later than 14 calendar days after receiving the returned goods or, if earlier, receiving evidence that you have sent them back.

If no goods were supplied, we will refund you within 14 calendar days of being informed of your cancellation.

If we offer to collect the goods, the applicable deadline is 14 calendar days after you inform us of your cancellation.

Unless we have offered to collect the goods, we may withhold the refund until we receive the goods or evidence that you have returned them, whichever occurs first.

Refund under the voluntary return period

For an eligible return requested outside the statutory cancellation period but within our voluntary 30-day period, we will inspect the item and process your refund no later than 14 calendar days after receiving it.

Inspection does not extend this deadline.

Payment method

Refunds are made using the same payment method used for the original order unless you expressly agree otherwise.

We do not charge a refund fee.

We will not substitute store credit for a refund without your express agreement.

Statutory rights relating to goods

Nothing in this policy limits your statutory rights.

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.

If goods do not meet these requirements, you normally have a short-term right to reject them for a full refund within 30 days of delivery. You do not have to accept a repair instead of exercising this right.

After that period, you may be entitled to a repair or replacement at no cost, within a reasonable time and without significant inconvenience.

Where the statutory conditions are met, including where repair or replacement fails, is unavailable or is not provided appropriately, you may be entitled to a price reduction or a final right to reject the goods for a refund.

For remedies to which the six-month presumption applies, a fault appearing within six months of delivery is generally presumed to have existed at delivery unless we establish otherwise or the presumption is incompatible with the goods or the fault.

These periods do not replace your longer statutory rights.

Where you validly reject faulty goods, we will refund you without undue delay and within 14 calendar days after agreeing that you are entitled to a refund.

We bear the reasonable costs of returning faulty or incorrectly supplied goods.

Contact

For questions about returns, cancellation, damaged items or refunds, contact:

Monvaza
Pützdrieschstraße 9
52477 Alsdorf
Germany

Email: support@monvaza.com
Telephone:+447441392301

Model cancellation form

Complete and return this form only if you wish to cancel your contract. Use of this form is optional.

To:
Monvaza
Pützdrieschstraße 9
52477 Alsdorf
Germany
Email: support@monvaza.com

I hereby give notice that I cancel our contract for the sale of the following goods:

Goods ordered:

Ordered on:

Received on:

Order number:

Consumer's name:

Consumer's address:

Consumer's signature:
Only required if this form is submitted on paper.

Date:

Business name: Monvaza

Business address: Pützdrieschstraße 9, 52477 Alsdorf, Germany

Contact details

Email: support@monvaza.com
Telephone: +447441392301

Customer service hours

Monday to Friday: 09:00–16:00 (GMT/BST)
Saturday and Sunday: 10:00–15:00 (GMT/BST)

We aim to respond to enquiries within 24 hours.

Contact us through our contact page or use the online contact form.