Returns & refunds

Voluntary return policy

In addition to the statutory right of withdrawal, eligible physical standard items may be returned within 60 days of receipt. The deadline is met if you register the return within this period and send the goods without undue delay afterwards. This voluntary goods return does not apply to digital credit already allocated; statutory rights and the information provided at checkout remain unaffected.

How to return an item

1. Email info@monvou.com, stating the order number and item to be returned.
2. We send return instructions and a free return label for returns within Germany.
3. Pack the item safely and send it to the return address provided. Keep proof of posting until the refund is complete.

Condition of the goods

For the voluntary return policy, goods must be complete, undamaged and unused except for inspection comparable to a shop. Original packaging facilitates processing but is not a condition of statutory rights. Under statutory withdrawal, compensation for diminished value is due only where legally permitted.

Refund

After receipt and inspection, the eligible amount is refunded within no more than 14 days to the original payment method. No restocking fee is charged. Statutory withdrawal terms also apply where relevant.

Damaged or defective goods

Please report damaged, incorrect or defective goods promptly to info@monvou.com, preferably with the order number and clear photos. This request does not limit statutory warranty rights.

Made-to-order goods

Assigning an individual QR code alone does not automatically exclude this policy. For goods made to personal specifications or physically customised, the voluntary policy may be restricted and statutory withdrawal may be excluded. Any exception is stated clearly on the product page and before ordering. Rights for defects remain.

Exchanges

Direct exchanges are not currently offered. Register the return and place a new order if required.

Statutory withdrawal

The voluntary return policy does not affect statutory withdrawal. Full terms are in the cancellation policy.