Refund policy

Refund & Returns Policy

Brand Name: Monthoutter

Domain: monthoutter.store

Support Email: contact@monthoutter.store

At Monthoutter, we hold our garments to the highest standards of British craftsmanship and elegance. If you are not entirely satisfied with your purchase, we offer a structured returns process in full compliance with UK statutory rights.

1. Right to Cancel (14-Day Cooling-Off Period)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the legal right to cancel your contract with us within 14 calendar days without giving any reason.

  • Cancellation Period: The cancellation period expires 14 days from the day on which you, or a designated third party (other than the carrier), acquire physical possession of the last item in your order.

  • Notification: To exercise your right to cancel, you must notify us of your decision by an unequivocal written statement. Please email contact@monthoutter.store stating your order number, full name, and intention to cancel.

2. Conditions for Returning Standard Items

To qualify for a refund under your statutory right to cancel, returned items must comply with the following conditions:

  • Items must be in their original, unwashed, and unworn condition.

  • All original labels, luxury packaging, tags, and garment covers must remain intact and attached.

  • Footwear must be tried on carpeted surfaces only and returned in undamaged original boxes.

  • Items must be dispatched back to our designated return address within 14 days of notifying us of your cancellation.

3. Exemptions & Non-Returnable Items

In accordance with UK legislation, the right to cancel does not apply to:

  • Bespoke or Personalised Goods: Garments made to your specific measurements, custom-tailored items, or goods featuring bespoke monogramming.

  • Sealed Goods for Hygiene Reasons: Underwear, socks, or swimwear where the protective hygiene seal has been broken or removed after delivery.

4. Refund Process & Delivery Reimbursement

  • Standard Delivery Charges: If you cancel your contract in full within the 14-day cooling-off period, we will reimburse all payments received from you, including the cost of standard outbound delivery. If you selected an enhanced or express delivery option, only the equivalent value of standard delivery will be reimbursed.

  • Return Shipping Costs: Unless the item is faulty or misdescribed, you are responsible for paying the direct costs of returning the goods to us. We recommend using a trackable and insured postal service, as the risk of loss or damage during return transit remains with you until the parcel reaches our premises.

  • Deductions: We reserve the right to make a deduction from the reimbursement for any loss in value of the goods supplied if the loss is the result of unnecessary handling by you (i.e. handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods).

5. Refund Timelines

We will issue your reimbursement without undue delay, and no later than:

  • 14 days after the day we receive the returned goods back at our warehouse, or

  • 14 days after the day you provide verifiable proof that you have sent the goods back, whichever is earlier.

Refunds will be credited to the original payment method used for the initial transaction. You will not incur any fees as a result of the reimbursement.

6. Faulty, Damaged, or Misdescribed Goods (Consumer Rights Act 2015)

Our garments are crafted to endure. However, if an item supplied by Monthoutter is faulty, not as described, or unfit for purpose, you are entitled to statutory remedies under the Consumer Rights Act 2015:

  • Short-Term Right to Reject (Up to 30 Days): If your item is faulty upon delivery or develops a defect within 30 days, you are entitled to an immediate full refund, including outbound and return delivery costs.

  • Repair or Replacement (30 Days to 6 Months): If a fault occurs after 30 days but within 6 months of delivery, you have the right to request a repair or replacement. If repair or replacement is impossible or unsuccessful, you are entitled to a full refund or price reduction.

  • Burden of Proof: Any defect arising within six months of delivery is presumed to have existed at the time of delivery unless proven otherwise by us.

To report a faulty item, please contact contact@monthoutter.store immediately with your order number, a brief description of the defect, and clear photographic evidence.

7. How to Initiate a Return

  1. Submit Request: Send an email to contact@monthoutter.store with the subject line "Return Request - Order #[Your Order Number]".

  2. Receive Instructions: Our customer service team will issue a Return Authorisation Form and provide the precise UK warehouse address.

  3. Pack and Dispatch: Securely pack your item(s) in original packaging with all tags attached, include the Return Authorisation Form, and send via a tracked carrier.