Return policy
Returns
Our policy lasts 30 days after the product reaches the customer. If 30 days have passed since your purchase, unfortunately we cannot offer you a refund or exchange.
To qualify for a return, your item must be unused and in the same condition that you receive it. It must also be in the original packaging and with the original labels, without affecting them.
The return of underwear or bathing suits is not accepted.
Other non-returnable items:
- Gift cards
- Health, beauty and personal care items.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer. First contact the email support@monastery.com.co or through the WhatsApp line +57 317 586 1430, to coordinate the shipment to our facilities.
All items must be sent to the address Carrera 52 # 6 sur - 91, under the name of Monastery Couture S.A.S. in the city of Medellín in Colombia. The return costs will be borne by Monastery Couture S.A.S. if it is due to defects in the manufacture or quality of the product. If it is a change of size or color, this cost will be borne by the customer.
To request a guarantee for quality or factory defects, first, filmic material about the defects will be sent to the medium where it is instructed, once a first quality analysis is carried out, the shipment will be authorized for physical inspection by our staff to check that it is indeed a matter of guarantee for quality or manufacturing defects. If the impact is not due to quality, the customer will be responsible for the shipping costs that were incurred, and a Monastery must pay the shipping costs incurred, so the Monastery will return the original product.
Depending on the affectation of the product, it will be estimated if it can be repaired by warranty in the first instance, if it is not possible, the change will be given to the same product of the same reference, if there is no change, it will be possible to obtain an exchange for a similar item and with the same value or money back. If at the time of product change it has a higher value, the customer will assume this extra cost.
Monastery will be exonerated from any responsibility for any damage or variation that the product may suffer derived from an event or circumstance caused by force majeure or fortuitous event, that there has been an improper use of the good by the client, ignoring the labeling instructions related to the use and care of the product, or that the actions of a third party may have caused damage to the product.
Products in promotion or purchased in the offers section have no change by size, color or reference, only for quality reasons.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If it is approved, then your refund will be processed and you will be contacted directly to make the transfer of the money paid, or you will agree to the refund of the money.
Late or missing refunds (if applicable)
If you haven't received a refund yet first, check your bank account again.
Then contact your bank. There is often a processing time before a refund is posted.
If you've done all of this and still haven't received your refund, please contact us at support@monastery.com.co.
Items for sale (if applicable)
Only regular priced items will be refunded, unfortunately items for sale cannot be refunded.
Changes (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email to support@monastery.com.co and send your item to Carrera 52 # 6 sur - 91, in the name of Monastery Couture S.A.S. in the city of Medellín in Colombia.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you earned a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item was not marked as a gift when purchased, or if the giver had the order shipped to himself to give to you later, we will issue a refund to the giver and they will know of your return.
Shipment
To return your product, you must mail it to: Carrera 52 # 6 sur - 91, payable to Monastery Couture S.A.S. in the city of Medellín in Colombia.
You will be responsible for paying your own shipping costs for the return of your item. Shipping costs are not refundable. If you receive a refund, the cost of the return shipping will be deducted from your refund.
Depending on where you live, the time it may take for the exchanged product to reach you may vary.
If you're shipping an item over $ 75, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.