RETURN & REFUND POLICY

Order Confirmation & Policy Agreement

By placing an order with Natalie Montreal, you confirm that you have read, understood, and agreed to this Return & Refund Policy.

By completing your purchase, you acknowledge that:

• You have reviewed and accepted our return conditions and timeframes.
• You agree to follow the return procedure outlined below.
• In case of a dispute or chargeback, this policy and all related order records may be used as supporting evidence.

Returns

If you are not completely satisfied with your purchase, you may request a return within 30 days of receiving your order, provided the conditions below are met.

Return Conditions

To be eligible for a return:

• The item must be unused, unworn, and unwashed.
• The item must be in its original packaging and condition.
• The product must only have been handled for inspection purposes.
• Return shipping costs are the responsibility of the customer.

Once we receive your return, it will be processed within 7 business days.

Please note: we reserve the right to refuse returns if items show signs of damage, excessive wear, or improper use not caused by us.

How to Request a Return

To start a return, please follow these steps:

1. Email us at info@nataliemontreal.com within 30 days of delivery.
2. Include the following information:
   • Order number
   • Reason for return
   • Photos of the item (if damaged or defective)
   • Your full name and shipping address
3. Wait for our confirmation and return instructions before sending your item.

⚠️ Important:
Do not send your return without prior approval. Unauthorized returns may not be accepted.

We strongly recommend using a tracked shipping method and keeping proof of shipment until your return has been completed.

Damaged or Defective Items

If your item arrives damaged or faulty, please contact us within 48 hours of delivery at info@nataliemontreal.com.

Include:

• Your order number
• A description of the issue
• Clear photos or a short video showing the problem

After review:

• We may offer a replacement depending on availability.
• In some cases, returning the item may not be required.

Replacement orders are typically processed within 7–14 business days.

Lost or Undelivered Packages

If your order is lost during shipping:

• Contact us with your order number and tracking details.
• We will assist you in contacting the shipping carrier.
• If the package is confirmed lost, we will arrange a replacement or refund.

If a package is:

• refused at delivery
• not collected
• or returned due to an incorrect address

A €30 fee may be deducted from your refund to cover shipping and handling costs.

Order Cancellation & Withdrawal

You have the right to cancel your order within 30 days of receiving it, in accordance with consumer protection regulations.

However:

• Once an order has been shipped, it cannot be canceled.
• You may return the item after delivery following the return procedure.

To request a cancellation before shipment, contact us at:
info@nataliemontreal.com

Return shipping costs remain the responsibility of the customer.

Chargebacks & Disputes

If you experience any issue with your order, please contact us first. We are committed to resolving problems quickly and fairly.

In the case of a dispute or chargeback, we may provide evidence such as:

• Order confirmation details
• Shipping and tracking information
• Communication history

Filing a chargeback without contacting us beforehand may delay resolution and impact future purchases.

Important Information

• All returns must be sent to our designated fulfillment center.
• Return shipping costs are not covered by us.
• We are not responsible for shipping delays or customs-related issues.
• Items that are used, damaged, or unsanitary will not be accepted for return.
• Returns are not free; shipping and handling fees apply.

Contact

If you have any questions about this policy, please contact us:

Email: info@nataliemontreal.com
Store Name: Natalie Montreal