Refund policy

At Montravo, your satisfaction matters to us. We want every purchase to feel like a confident decision — and if something isn't right, we've made our return process simple, transparent, and hassle-free.

Return Window

Customers may request a return within 30 days of the delivery date.

Unfortunately, we cannot process returns or refunds for requests submitted after 30 days from the delivery date. We recommend inspecting your order as soon as it arrives so any issues can be addressed promptly and within the eligible window.

Return Eligibility

To qualify for a return, items must meet the following conditions:

  • Item must be returned in the same condition as received
  • Item must be returned with original packaging, when applicable
  • All included accessories, documentation, or parts must be returned if originally provided
  • Item must not be additionally damaged, altered, or modified after delivery

Returns that do not meet these requirements may not be accepted. If you're unsure whether your item qualifies, feel free to reach out to our support team before initiating a return — we're happy to help you check.

Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us as soon as possible so we can make it right.

Please include the following information when contacting us:

  • Your order number
  • A detailed description of the issue
  • Clear photos of the item and packaging

After reviewing the issue, we will arrange a replacement, exchange, or refund, when applicable.

Exchanges

We offer exchanges for eligible items.

To request an exchange, please contact our customer support team within the 30-day return period.

Please note:

  • The original item must be returned before the replacement item is shipped
  • Exchange requests are subject to product availability

Return Method

All approved returns must be sent by mail.

Once your return request is approved, we will provide detailed return instructions along with a prepaid return shipping label.

Return Shipping Costs

For approved returns, Montravo provides a prepaid return shipping label at no additional cost to the customer.

  • Return Method: By mail
  • Return Label: Free prepaid label provided
  • Restocking Fee: None
  • Return Shipping Cost: Free

Return Address

Montravo
517 Broadway, New York, NY 10012, USA

Refund Process

Once your returned item is received and inspected, we will notify you regarding the approval status of your refund.

If approved, your refund will be issued to your original payment method.

  • Refund Processing Time: Within 7 business days after approval

Please note that depending on your bank or payment provider, additional processing time may be required before the funds reflect in your account.

Non-Returnable Situations

Returns may be refused under the following circumstances:

  • The item has been additionally damaged, altered, or modified after delivery
  • The return request was submitted after the 30-day period
  • The item is returned without included parts or accessories originally provided
  • The return is sent without prior return authorization

Order Cancellation

To request an order cancellation, please contact us as soon as possible.

Orders may only be canceled before they are processed or shipped. Once an order has shipped, it must follow the standard return procedure outlined above.

Shipping Area

Montravo currently ships within the United States only.

All return and refund policies apply exclusively to orders delivered within the USA.

Need Help?

Our support team is always happy to assist with any questions about your return, exchange, or refund.

Customer Support

📍 Physical Address: 517 Broadway, New York, NY 10012, USA
📞 Phone: +1 212-749-3029
✉️ Email: support@montravo.shop
🕐 Business Hours: Mon – Fri | 9:00 AM – 08:00 PM