Refund policy

Last updated: September 7, 2026

At Montriel Watches, we want you to be satisfied with your purchase. If you are not completely satisfied with an item, you may request a return in accordance with the terms of this policy.

1. 30-Day Return Period

You may request a return within 30 days of receiving your order.

To be eligible for a return, you must contact us within the 30-day return period. Items must generally be returned in their original condition, unused, and with all original packaging, tags, accessories, and documentation where applicable.

2. Return Eligibility

Returned products should be in the same condition in which they were received. We reserve the right to assess returned products before approving a refund.

Products that have been used, damaged after delivery, altered, or returned without the original packaging may not qualify for a full refund where permitted by applicable law.

3. How to Request a Return

To request a return, contact us at:

Email: store.hexa001@gmail.com

Please include your order number, the product you wish to return, and the reason for the return. We will provide instructions regarding the return process and return address where required.

Do not send an item back before contacting us, as this may delay the processing of your return.

4. Return Address

Approved returns should be sent to:

Montriel Watches
41 Belgrave Rd
Leicester LE4 6AR
United Kingdom

Please use the return instructions provided by our customer support team before sending your package.

5. Return Shipping Costs

Unless the return is due to a damaged, defective, or incorrect item, customers are generally responsible for return shipping costs.

Where an item is confirmed to be damaged, defective, or incorrectly supplied, Montriel Watches will provide appropriate assistance in accordance with applicable law.

6. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or contains an incorrect item, please contact us as soon as reasonably possible at store.hexa001@gmail.com.

Please provide your order number and, where appropriate, photographs or other information showing the issue. We will review the matter and provide an appropriate resolution, which may include a replacement, repair, refund, or other remedy where required by applicable law.

7. Refund Process

Once your returned item has been received and inspected, we will process the approved refund.

Refunds will generally be issued to the original payment method. The time it takes for the refund to appear in your account may vary depending on your payment provider or financial institution.

Where applicable, original shipping charges may be non-refundable unless otherwise required by law or the return is due to an error on our part.

8. Non-Returnable Items

Certain products may not be eligible for return where permitted by applicable law, including products that have been personalized or altered at the customer's request.

This does not affect any statutory consumer rights that cannot legally be excluded or restricted.

9. Order Cancellations

Customers may request cancellation of an order within 15 minutes of placing it.

Cancellation requests should be sent to store.hexa001@gmail.com as soon as possible. We cannot guarantee cancellation after the 15-minute period or once an order has entered processing, been dispatched, or been fulfilled.

If an order can no longer be cancelled, you may still be able to request a return in accordance with this policy and applicable consumer law.