Return & Refund Policy

This Return & Refund Policy explains how returns, cancellations, and refunds are handled by Monta Living. Monta Living is operated by Velo Goods Retail.

Your Right to Cancel

If you are purchasing as a consumer, you have the right to cancel your order within 14 days of receiving your goods.

To exercise this right, you must notify us within 14 days of delivery that you wish to cancel your order.

After notifying us, you must return the goods within a further 14 days.

30-Day Return Period

In addition to your right to cancel, we offer a 30-day return period from the date your order is delivered.

To be eligible for a return, the item must:

be unused and in its original condition
be returned in its original packaging
include all parts, accessories, manuals, and packaging inserts where applicable
be accompanied by proof of purchase

We may reduce the refund amount if the item shows signs of use beyond what is necessary to inspect its nature, characteristics, and function.

Home & Decor Return Conditions

Because we sell home and decor products, including fragile and assembly-based items, returned items must be packed carefully.

Where applicable:

fragile items must be returned with protective packaging
lighting, wall decor, mirrors, and other delicate items must be securely packed to prevent damage in transit
assembly items must be returned with all components and fittings
items that were delivered disassembled should be returned disassembled where reasonably possible

If a returned item is damaged due to poor return packaging, we may reduce the refund accordingly.

Damaged, Faulty, or Incorrect Items

If your item arrives damaged, faulty, or incorrect, please contact us as soon as possible and preferably within 48 hours of delivery.

Please provide:

your order number
a description of the issue
clear photographs showing the problem where possible

If the issue is confirmed, we will offer an appropriate resolution, which may include a replacement, a refund, or another suitable remedy.

You will not be charged return shipping costs for items that are confirmed to be damaged, faulty, or incorrect.

Change of Mind Returns

If you wish to return an item because you changed your mind, ordered the wrong item, or no longer want the product, you may return it within the applicable return period.

For change of mind returns:

you are responsible for arranging and paying the return shipping costs
the item must meet the return conditions set out in this policy

As standard delivery is free, there is no separate standard outbound shipping charge to refund.

Non-Returnable Items

The following items cannot be returned unless they are damaged, faulty, or incorrect:

personalised or made-to-order items
perishable goods
hygiene-sensitive items where the seal has been broken
items clearly marked as non-returnable on the product page

This does not affect your statutory rights.

How to Start a Return

To request a return, please contact us before sending any item back.

Please include:

your full name
your order number
the reason for the return
photographs if the item is damaged, faulty, or incorrect

Returns must not be sent without prior return instructions.

Return Authorisation

Once your return request has been reviewed, we will provide the return instructions and the correct return address. You can contact us at support@monta-living.com or via our contact page.

Returns must only be sent after receiving return authorisation from us.

The return address may vary depending on the product and the fulfilment location. The correct return address will always be provided in the return instructions.

Refund Processing

Once your return has been received, it will be inspected.

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

Refunds are processed within 14 days of either:

receiving the returned goods, or
receiving evidence that the goods have been returned

whichever is earlier.

Please note that your bank or payment provider may require additional time to process and post the refund.

Late or Missing Refunds

If you have not received your refund after confirmation that it has been issued, please first check your bank account again and contact your card provider or bank.

If you still need help, please contact support@monta-living.com or via our contact page.