Shipping and Returns

Shipping 

Import duties included in all Monte Grande products (United States, Canada). Shipping cost will be calculated and shown at checkout. 

All Monte Grande products have a manufacturing time of 3-4 working weeks 

Returns 

All our in-stock product(s) are refundable if you are not satisfied with the product(s).  Within 15 business days from the delivery of the goods, you have to send us an email  at support@montegrande.com our team will help you with the details to start the return  process. 

The costs of the shipping return will be in charge of the customer and a 30% fee of the  product price will be charged (30% will be charged on the refund credit). 

Shipping costs paid on the original order are not refundable. 

Custom pieces and made to order products are not returnable or refundable. 

Return shipping 

The customer will be in charge of the return process, covering everything it involves. 

Note: Once you get your product, we politely ask you to inspect the package and take  pictures of it before signing of received. Otherwise, we will not be able to accept a return  process request. 

If the package is damaged sign as damaged and refuse the delivery. 

15 days to return 

The customer has 15 business days from the delivery of the goods to complete the return request. Past the 15 business days the merchandise will not be accepted for return.

No product will be refundable if the customer returned it without an authorization of our  support team, or if returned to the incorrect address, or if returned in an unsaleable or  damaged condition. 

The returned products must be in the exact same condition as the product was shipped,  including the condition of the product (no product will be acceptable for return if it has  stains, scratches, dents, modifications and overall, any damages), packaging (the entire  original packaging with no damages), papers and documentation (originals). 

Monte Grande will not accept used or installed products. 

Non returnable products 

• Products not in a resalable condition will not be accepted. 

• Items not in their original packaging will not be eligible for return. • Products customized or made to order in any way. 

• Items that have undergone alterations or installations. 

• Return authorization must be obtained for any items before sending them back. 

Refund policy 

Once we receive the product(s) we will proceed to start the inspection of the packaging and  product(s). Please note that we will charge minimum a 30% fee of the product(s) price  (applied to all the returns with no exception). Returned products with damage on the  packaging or product itself, will be charged with additional fees. 

Note: Should a returned item be assessed as damaged or unsuitable for resale, additional  charges may be deducted from the credit, or the credit request might be denied entirely. 

Nature of Monte Grande pieces 

Any kind of variations are considered normal and not defects, this is because of the nature  of the product material itself and the artisanal process, therefore variations in the color,  hammering pattern, texture and patina will not be eligible for return. 

Some products may have variations in terms of measurements, although this won’t affect  the installation and function of the product.

Any claims, doubts and questions about Shipping and Returns will be attended in Contact  Us, so as related questions and doubts about the products. 

Email: support@montegrande.com