Returns, Exchange & Warranty

Returns and Exchange Policy

If you're not completely happy with your order we'll do whatever we can to make it better! 

If you are not satisfied with the fit, style or colour please do not hesitate to return it and select any other item available on the web store. You can also request a store credit or a refund. Please note, no refunds are offered on boylegs & boxers.  

On sale items, due to the low prices offered and short supply of stock on this web store, exchanges may not be possible. 

Please contact us within 3 days of receiving your order to discuss the possibility of an exchange.

Phone:  +64 3 443 4178

Email:  shop@monsroyale.com

 

Returns and Exchange Process

Returned product must be accompanied by a completed returns authority (RA) form, we will provide you with a RA number when you contact us to discuss your return.  We strongly recommend using a tracked postal service with insurance as lost product is your responsibility.

Returns must be received within 14 days of the date you contact us about your return.    

Items must be un-worn and un-damaged, returned complete with original labels and packaging.  We reserve the right to reject any item that does not meet these requirements.

If we are satisfied with the condition of the returned product, we will contact you to confirm your exchange, refund or store credit.  

Shipping charges are non-refundable, except in cases where we have made a shipping error or there is a warranty issue. 

Shipping of any exchanged product back to you is the responsibility of the customer; please send postage when you return your product. The only exception is in the situation where we have made a shipping error or there is a warranty issue. We are not responsible for the loss or delay of these returned packages and strongly recommend you use a track and trace option.  

Refunds can only be issued via your original payment method or alternatively for a store credit.  

All refunds are transacted in the New Zealand dollars for the NZD amount originally paid, irrespective of foreign exchange rates at the time of your order.

We reserve the right to limit returns or to charge a re-stocking fee or to refuse return if the above conditions are not meet.

Received incorrect product

If we have made a shipping error, please contact us immediately so we can rectify this issue for you.  All freight costs will be on us.

Warranty Policy

If you are not 100% satisfied with the performance of your Mons Royale product, please do not hesitate to contact us to discuss the issue.

 

Phone:  +64 3 443 4178

Email:  shop@monsroyale.com

 

Warranties will be accepted or declined after evaluation. If your warranty is accepted, you will be offered a replacement item if available, a store credit or a refund. We will discuss the action that will be taken with you.

Warranty is not accepted;

  • Without evidence of purchase (don’t worry have this covered with a record of your purchase online). 
  • If items are not purchased through the Mons Royale website, please return these items to the retail outlet where they were originally purchased.
  • When garment-washing instructions have not been followed.
  • An item is damaged due to misuse, neglect, or being loved to pieces.

 

Warranty Process

Please contact us to discuss the fault.  If we require an item returned we will provide you with a returns authorisation form and a unique RA number. This is necessary so that we can process your warranty promptly when we receive it. 

Freight is on us, we will discuss the best way to return the product to us.

Once we receive the product, we will evaluate the issue you have advised.  We reserve the right to refuse warranty and contact you with outcome. 

Offer, if product is deemed faulty we will Repair, Replacement or Refund.

Note:  Please do not send items to us without first contacting us. Items without an RA number will not be open.

Product Information

For full details please read our Garment Care section 

Please remember Merino wool in lightweight garments is a high performance material that should be cared for. The most common return is through metal watchstraps on long-sleeved garments damaging the fabric through rubbing on a desk.

 

Warranty Process

Return Authorisation: fill in the form and place in the package with product.
Package: Please package in an appropriately sized box. Address to:
Mons Royale
RA # (_______) Please enter your RA number from the RA form supplied to you.
1 Cliff Wilson Street 
Wanaka 9305
New Zealand

Freight: we will send a courier to collect item when you are ready.
Evaluation: we will evaluate the garment and contact you with outcome.
Offer: if product is deemed faulty we will Repair, Replacement or Refund.


Product Information


For full details please read our Garment Care section

Please remember Merino Wool in lightweight garments is a high performance material and should be cared for. The most common return is through metal watchstraps on long-sleeved garments damaging the fabric through rubbing on a desk.