Return & Refund Policy

Return Eligibility

At Monvue, we want you to be completely satisfied with your purchase. To ensure a smooth return process, please review the following eligibility criteria:

• Unused and unworn: Products must be in their original, unworn condition with all protective films and tags intact.
• Original packaging: Items must be returned in their original packaging, including the case, cleaning cloth, and any accessories provided.
• Proof of purchase: A valid order number or receipt is required to process your return.
• Non-prescription lenses only: Only non-prescription eyewear is eligible for return. Custom prescription lenses cannot be returned unless defective.

We reserve the right to refuse returns that do not meet these conditions.

Non-Returnable Items

For hygiene and quality reasons, the following items cannot be returned or exchanged:

• Custom prescription lenses or personalized eyewear
• Products damaged due to misuse, negligence, or accidents
• Items without original packaging or missing accessories
• Products purchased during final sale or clearance events (unless defective)
• Gift cards or promotional vouchers

Return Window

You have 14 days from the date of delivery to initiate a return. Returns requested after this period will not be accepted.

We recommend inspecting your order upon arrival and contacting us as soon as possible if you wish to return an item.

How to Initiate a Return

Returning your Monvue eyewear is simple. Follow these steps:

1. Contact our support team: Email us at support@monvue.com with your order number and reason for return.
2. Receive return authorization: Our team will review your request and provide you with a Return Authorization (RA) number and return instructions within 24-48 hours.
3. Pack your item securely: Place the product in its original packaging along with all accessories. Include the RA number on the package.
4. Ship the item: Send the package to the return address provided by our team. We recommend using a trackable shipping method.
5. Confirmation: Once we receive and inspect your return, we will notify you via email and process your refund or exchange.

Refund Process

Once your return is received and inspected, we will process your refund as follows:

• Inspection: Returns are typically inspected within 3-5 business days of receipt.
• Refund approval: If your return meets our eligibility criteria, we will approve your refund and send you a confirmation email.
• Processing time: Refunds are issued to your original payment method within 5-7 business days after approval.
• Bank processing: Depending on your bank or payment provider, it may take an additional 3-10 business days for the refund to appear in your account.

Please note that original shipping charges are non-refundable unless the return is due to our error (e.g., defective or incorrect item).

Exchange Policy

We currently do not offer direct exchanges. If you would like a different style, color, or size, please return your original item for a refund and place a new order on our website.

This ensures you receive your preferred product as quickly as possible. If you need assistance selecting a new product, our customer support team is happy to help.

Damaged, Defective, or Wrong Product

We take great care in packaging and shipping your order. However, if you receive a damaged, defective, or incorrect product, we will make it right.

What to do:

• Contact us within 48 hours of delivery at support@monvue.com.
• Provide your order number and photos of the damaged or incorrect item.
• Our team will arrange a replacement or full refund, including return shipping costs.

We may also offer a prepaid return label for your convenience in these cases.

Cancellation Policy

You may cancel your order before it has been shipped. Once an order is dispatched, it cannot be cancelled, but you may return it following our standard return process.

To cancel an order:

• Contact us immediately at support@monvue.com with your order number.
• If the order has not yet been processed, we will cancel it and issue a full refund.
• If the order has already shipped, you will need to refuse delivery or return the item once received.

Return Shipping Costs

Return shipping costs are the responsibility of the customer, except in the following cases:

• The product received is defective or damaged
• We sent you the wrong item
• The return is due to an error on our part

We recommend using a trackable shipping service and retaining your shipping receipt. Monvue is not responsible for items lost or damaged during return transit.

Refund Delays & Processing Time

While we strive to process refunds as quickly as possible, please allow the following timeframes:

• Return inspection: 3-5 business days after we receive your return
• Refund processing: 5-7 business days after approval
• Bank processing: 3-10 business days depending on your financial institution

If you have not received your refund after this period, please check with your bank first. If the issue persists, contact us at support@monvue.com and we will investigate.