Returns & Refunds
Effective Date: [August 24, 2026]
Last Updated: [August 24, 2026]
Montzone is a B2B wholesale platform. Because products may be purchased for resale, commercial use, customization, or bulk distribution, our return and refund conditions differ from typical consumer retail websites.
We aim to handle return and refund requests fairly and transparently.
1. When Can I Request a Return?
A return or refund request may be considered when:
- The product is materially different from the confirmed order;
- The product is defective;
- The wrong product was shipped;
- The quantity received is materially incorrect;
- The shipment was materially damaged in transit;
- Another issue is confirmed by Montzone or the relevant supplier.
Return eligibility may vary depending on the product and order type.
2. Report an Issue Promptly
If you receive an order with an issue, please contact us within [7 days] of delivery.
Please provide:
- Order number;
- Product information;
- Description of the issue;
- Photos or videos;
- Packaging photos where relevant;
- Other supporting information reasonably requested by Montzone.
For certain product categories or claims, additional evidence may be required.
3. Damaged Products
If products arrive damaged, please retain:
- The products;
- Original packaging;
- Shipping labels;
- Packaging materials;
- Any other relevant evidence.
Do not discard damaged products or packaging before the claim has been reviewed.
4. Incorrect or Missing Products
If you receive the wrong product or a materially incorrect quantity, please contact us as soon as possible.
After reviewing the claim, Montzone may provide one or more of the following solutions:
- Replacement;
- Missing-item shipment;
- Partial refund;
- Full refund;
- Another mutually agreed solution.
5. Defective Products
If a product is defective, Montzone may request photos, videos, testing information, or other evidence to determine the nature of the issue.
Depending on the circumstances, the available resolution may include:
- Replacement;
- Repair;
- Partial refund;
- Full refund;
- Other appropriate compensation.
The specific resolution may depend on the product, defect, order quantity, and applicable supplier terms.
6. Standard Products
For standard, non-customized products, returns may be accepted only when the applicable return conditions are satisfied.
Unless otherwise stated:
- Products must be unused;
- Products must remain in resalable condition;
- Original packaging should be retained;
- The return must be approved before shipment;
- The buyer may be responsible for return shipping costs where the return is not caused by a product defect or fulfillment error.
Do not send products back without receiving return instructions from Montzone.
7. Customized, OEM, ODM and Private-Label Products
Customized products generally cannot be returned simply because the buyer changes their mind or no longer requires the products.
This may include:
- Private-label products;
- Custom packaging;
- Custom colors;
- Custom logos;
- OEM products;
- ODM products;
- Made-to-order products;
- Products manufactured according to buyer specifications.
However, this does not limit any rights or remedies available under applicable law where products are defective, materially non-conforming, or otherwise subject to a valid claim.
8. Samples
Sample orders may be subject to different return conditions.
Because samples may be purchased specifically for product evaluation, testing, or business development, sample orders are generally not returnable simply because the buyer decides not to proceed with a larger order.
If a sample is defective or materially different from the agreed specification, please contact us for assistance.
9. Refunds
Once a refund is approved, the refund will generally be issued to the original payment method where practicable.
Depending on the payment provider, it may take additional business days for the refund to appear in your account.
The actual processing time may vary depending on the payment method and financial institution.
10. Shipping Costs
Where a return is caused by:
- A defective product;
- An incorrect product shipped by Montzone or the relevant supplier;
- Another fulfillment error confirmed by Montzone,
Montzone may cover reasonable return shipping costs or provide an alternative resolution.
For buyer-requested returns or other non-defective returns, the buyer may be responsible for return shipping and related costs.
11. Refunds for Cancelled Orders
Cancellation eligibility depends on the status of the order.
Orders that have already entered:
- Production;
- Customization;
- Private-label processing;
- OEM/ODM manufacturing;
- Shipment preparation
may not be eligible for cancellation or may be subject to applicable costs.
For customized orders, the cancellation terms will normally be confirmed before production begins.
12. Non-Returnable Items
Unless otherwise agreed, the following may generally not be eligible for return:
- Customized products;
- Private-label products;
- OEM/ODM products;
- Personalized products;
- Made-to-order products;
- Products that have been used;
- Products damaged after delivery due to buyer handling;
- Products returned without authorization;
- Products that cannot reasonably be resold due to their condition.
This section does not limit any mandatory rights available under applicable law.
13. How to Request a Return or Refund
Please contact:
Include:
Order Number + Product + Issue + Photos/Videos
Our support team will review the request and provide the next steps.