Refund and Returns Policy

Summary (quick view)

1. Scope & Applicability

Monfleche sells products to customers in all countries available via our Google Merchant Center. However, returns and replacements are available only to customers in India. For customers located outside India, returns and replacements are not permitted — only refunds are eligible when a product is received damaged, subject to the conditions below.

2. Definitions

• Delivery date — the date the carrier marks the order delivered or the date you acknowledge receipt.
• Working days — Monday through Friday, excluding official public holidays in India.
• Damaged — physical damage to the product that occurred prior to or during delivery (visible defect, broken parts, missing essential components).

3. Indian customers — Returns, Replacements & Refunds

1. Eligibility: Products may be returned, replaced, or refunded within 7 working days from delivery if they are unused and in original condition and packaging (unless the return is due to defect/damage at delivery).
2. How to initiate: Log into your Monfleche account → My Orders → Select Order → Click “Request Return/Replacement” OR email support@monfleche.in with order number, reason, and photos (if applicable).
3. Inspection: All returns are inspected. Replacement or refund is processed after we confirm the condition of the returned item.
4. Return shipping: Unless the return is due to our error (incorrect item/damaged on arrival), return shipping costs may be charged to the customer. We will notify you before collecting the item or arranging pickup.
5. Refund timing: Refunds are issued to the original payment method once the return is received and verified. Processing time depends on your payment provider (typically 3–14 business days after approval).

4. International customers (outside India) — Damaged-item refunds only

1. Returns and replacements are not available for orders shipped outside India.
2. If your product arrives damaged, notify Monfleche within 3 working days of delivery by emailing support@monfleche.in or contacting support at (+91) 90645 11573.
3. Required evidence:
   • Photographs of the damaged item (close-up and full product shots).
   • Photographs of the packaging and shipping label.
   • Order number, delivery date, and a brief description of the damage.
4. Assessment & approval: We will review the evidence and may request the item returned (at our discretion) for further verification. If approved, we will issue a refund to the original payment method.
5. Refunds for international claims generally exclude original outward shipping charges, customs, duties, taxes, or other import-related charges unless explicitly agreed otherwise in writing.

5. Exceptions & Non-returnable items

The following items are generally non-returnable unless faulty or damaged on arrival (exceptions may be clearly stated on the product page):

• Personalised or custom-made products.
• Clearance, final sale, or heavily discounted items marked non-returnable.
• Items that cannot be returned for hygiene or safety reasons (if any) — will be clearly stated on the product page.

6. Faulty or incorrect items

If you receive a faulty or incorrect item, please contact us immediately with photos and order details. For India, we will either replace the item or offer a refund following inspection. For international orders, see section 4 for damaged-item refunds.

7. How refunds are processed

• Refund method: Refunds will be made via the original payment method wherever possible.
• Processing times: After approval, refunds generally take 3–14 business days to appear depending on the payment provider and bank processing times.
• Currency & conversions: Refund amounts to international customers may be subject to currency conversion and bank/processor fees. Any bank fees applied by your financial institution are not refundable by Monfleche unless otherwise agreed.

8. Shipping, customs & duties

International shipments may be subject to import duties, taxes, and customs clearance procedures. These charges are the responsibility of the customer unless otherwise stated. Monfleche is not responsible for delays due to customs. Refunds for damaged international products will not include duties or taxes already paid to customs unless specifically arranged.

9. Fraudulent or abusive returns

Monfleche reserves the right to refuse returns or take corrective action if we suspect fraud, abuse, or repeated returns that violate the spirit of this policy. In such cases we may cancel future orders, apply fees, or seek reimbursement for losses.

10. Data & privacy

When you submit a return/replacement/refund request we will collect the information necessary to verify and process your claim (order number, photos, contact details). We process this data in accordance with our Privacy Policy. By submitting a claim you consent to such processing for the purpose of handling the claim.

11. Governing law & jurisdiction

This policy and any dispute arising from your purchase will be governed by the laws of India. The courts located in West Bengal, India shall have exclusive jurisdiction over disputes arising under or in connection with this policy, to the extent permitted by law.

12. Limitation of liability

To the maximum extent permitted by law, Monfleche’s liability for any claim arising from the sale or use of our products is limited to the purchase price paid for the product in question. Monfleche is not liable for indirect, incidental, consequential, or special damages except where such limitation is prohibited by applicable law.

13. Changes to this policy

We may update this policy from time to time. The “Effective date” at the top shows when this version started. Material changes will be communicated on the site and may be notified by email if required.

14. Contact & support

If you have questions or want to start a return/claim, please contact our support team:

Email: support@monfleche.in
Phone: (+91) 90645 11573
Office: Station Road, Salar, Murshidabad, Bharatpur 2, West Bengal 742401, India

Important: To avoid delays, always include your order number, delivery date, photos of the product and packaging, and a short description when you contact support about a damaged item.