Refund policy
RETURN & REFUND POLICY
Last updated: August 26, 2026
At Monvielle, we want you to feel confident when purchasing from us.
In addition to any mandatory consumer rights available under applicable law, Monvielle offers a voluntary 30-calendar-day return policy for eligible products.
This Return & Refund Policy explains how returns, cancellations, refunds, damaged or defective products and statutory consumer rights are handled.
Nothing in this policy excludes, restricts or limits any consumer right or remedy that cannot lawfully be excluded, restricted or limited.
1. Voluntary 30-Day Return Policy
You may request a return of an eligible product within 30 calendar days from the date the product is delivered to you.
To qualify for a return under Monvielle's voluntary 30-day return policy, the product must:
- be in the same condition in which you received it;
- be unworn and unused;
- be unaltered and undamaged;
- show no material signs of wear, scratches, marks, perfume, cosmetics or other use;
- include any original tags and protective materials;
- include the original jewelry box, pouch, cards, certificates and other accessories supplied with the product; and
- be accompanied by your order number or other reasonable proof of purchase.
For returns made solely under our voluntary 30-day policy, Monvielle may refuse a return or make an appropriate deduction from the refund where permitted by law if the product is returned used, damaged, altered, incomplete or in a condition that materially reduces its value.
The requirements of our voluntary policy do not override any statutory cancellation, withdrawal, warranty, guarantee or other consumer rights applicable to your purchase.
2. Products Produced After an Order Is Placed
Certain Monvielle products are produced or prepared after an order is placed and may not be held as finished inventory at the time of purchase.
A standard Monvielle product does not become personalized, customized or non-returnable merely because production or preparation begins after the order is placed.
Unless a statutory exception applies, standard products remain subject to the return and cancellation rights described in this policy.
Products that are genuinely made to your individual specifications, engraved, personalized or otherwise customized specifically for you may be subject to different rules as described below.
3. How to Request a Return or Cancellation
You may submit a return or cancellation request using the Cancel / Return an Order function available through our website.
You may also contact us at:
When contacting us, please provide sufficient information to identify the transaction, such as:
- your name;
- order number;
- email address associated with the order; and
- the product or products concerned.
A reason for cancellation is not required where applicable law provides a right to cancel or withdraw without giving a reason.
For damaged, defective or incorrect products, we may ask for photographs, video or other reasonable information necessary to evaluate the issue.
Where our online cancellation or return function is used, an electronic acknowledgement may be sent to the email address associated with the order.
For voluntary returns, please wait for our return instructions before shipping the product.
Do not send products to the address printed on the original shipping parcel unless Monvielle specifically instructs you to use that address.
Our production, fulfillment or carrier address may not be the correct address for customer returns.
Unauthorized returns may be delayed, refused or returned to the sender where permitted by law.
This does not affect a statutory right merely because a customer did not use our preferred voluntary return procedure.
4. Returning an Eligible Product
After a voluntary return request has been accepted, please send the product within 14 calendar days after receiving our return instructions, unless we provide a different period or applicable law requires otherwise.
Where you are exercising a statutory cancellation or withdrawal right, the return deadline required by applicable law will apply.
Please package jewelry securely and take reasonable care to protect it during transportation.
Where you arrange return shipping yourself, we strongly recommend using a tracked and appropriately insured shipping service.
Please retain your shipping receipt and tracking information until the return and refund process has been completed.
5. Return Shipping Costs
For an ordinary voluntary return because you changed your mind, ordered the wrong item or no longer want the product, the customer is responsible for the direct cost of return shipping, unless Monvielle expressly agrees otherwise or applicable law requires otherwise.
Where available, Monvielle may provide a prepaid return shipping label for convenience.
If a prepaid label is provided for an ordinary voluntary return, its reasonable cost may be deducted from the refund where permitted by applicable law. Any applicable deduction will be communicated to you.
If a product is confirmed to be defective, damaged on arrival, materially non-conforming or incorrectly supplied by Monvielle, return shipping costs will be handled in accordance with applicable law.
Where applicable law requires Monvielle to bear the return cost, we will do so.
6. Original Shipping Charges
For returns made solely under Monvielle's voluntary 30-day return policy, original shipping charges, express delivery charges and other delivery-related costs are generally non-refundable unless:
- the product was defective or non-conforming;
- the product was damaged before or during delivery;
- the wrong product was supplied;
- Monvielle materially failed to fulfill the order correctly; or
- applicable law requires reimbursement.
Where a statutory cancellation or withdrawal right requires reimbursement of the original standard delivery charge, Monvielle will reimburse the amount required by law.
If you selected a more expensive delivery method than our least expensive standard delivery option, any additional amount paid for premium, priority or express delivery may remain non-refundable to the extent permitted by law.
7. Damaged, Defective or Incorrect Products
Please inspect your order as soon as reasonably possible after delivery.
If a product arrives damaged, defective, materially different from its description or different from what you ordered, please contact:
For faster investigation, we recommend contacting us within 48 hours after delivery and providing:
- your order number;
- a clear description of the issue;
- clear photographs of the product;
- photographs of the packaging where relevant; and
- video evidence where reasonably useful to demonstrate the issue.
The 48-hour period is a recommendation designed to help us investigate shipping and fulfillment issues efficiently.
It does not limit or eliminate statutory rights relating to defective, unsafe, damaged or non-conforming products.
Please retain the affected product and its packaging until Monvielle provides further instructions.
Where a qualifying defect, damage, incorrect product or other non-conformity is confirmed, Monvielle will provide an appropriate remedy in accordance with applicable law.
Depending on the circumstances, this may include:
- replacement;
- repair;
- refund;
- price reduction; or
- another remedy required by applicable law.
8. Defect Claims Without Physical Return
In appropriate cases, Monvielle may be able to resolve a confirmed defective, damaged or incorrect-product claim using photographs, video or other reasonable evidence without requiring the affected product to be physically returned.
For example, we may determine that sending a replacement or issuing an appropriate refund is more efficient than arranging an international return.
Whether a physical return is required will depend on:
- the nature of the issue;
- the product;
- the evidence available;
- the value of the product;
- applicable legal requirements; and
- other relevant circumstances.
Please do not dispose of, alter, repair or return a product that is the subject of a defect claim until Monvielle provides further instructions.
Monvielle's ability to resolve certain claims without a return does not limit any remedy required by applicable law.
9. Personalized, Customized and Altered Products
The following products may be excluded from Monvielle's voluntary 30-day return policy where permitted by applicable law:
- engraved jewelry;
- personalized jewelry;
- monogrammed products;
- products manufactured to individual specifications supplied by the customer;
- products materially customized specifically at the customer's request; and
- products altered, resized or repaired after delivery by a third party not authorized by Monvielle.
A standard product produced after an order is received is not treated as customized merely because it was produced after purchase.
An exclusion from voluntary or statutory change-of-mind returns does not remove rights relating to a product that is defective, damaged, incorrectly supplied or otherwise legally non-conforming.
Applicable statutory exceptions vary by jurisdiction.
10. Hygiene-Sealed Products
Where permitted by applicable law, pierced jewelry or another product that is genuinely unsuitable for return for health-protection or hygiene reasons may be excluded from change-of-mind returns after a qualifying hygiene seal has been removed or broken.
This exception will be applied only where:
- the nature of the product genuinely justifies the hygiene restriction;
- qualifying sealed packaging was supplied; and
- applicable law permits the exclusion.
A hygiene-related exclusion does not remove mandatory rights regarding defective or non-conforming products.
11. Sale, Promotional and Final-Sale Products
A product being discounted, included in a promotion or purchased with a discount code does not, by itself, remove statutory consumer rights.
Unless expressly stated otherwise before purchase, discounted products remain eligible for Monvielle's voluntary return policy on the same basis as other eligible products.
Products clearly identified as Final Sale before the customer completes the purchase may be excluded from our voluntary change-of-mind return policy.
A Final Sale designation does not exclude any mandatory cancellation, repair, replacement, refund or other remedy required by applicable law.
Gift cards are not eligible for voluntary return except where applicable law requires otherwise.
12. Exchanges
Monvielle currently does not offer direct exchanges as a standard service.
If you would like another size, finish, style or product, you may return an eligible original product and place a new order separately.
The new order is a separate transaction and will be subject to:
- current product availability;
- current pricing;
- applicable promotions;
- production times; and
- shipping charges applicable to the new order.
This does not affect any statutory right to replacement or another remedy in connection with defective or non-conforming goods.
13. Refunds
Once we receive a product returned under our voluntary policy, we will inspect it and notify you whether the return has been approved.
Approved refunds will normally be issued to the original payment method.
For voluntary returns, Monvielle aims to process an approved refund within 10 business days after the return has been inspected.
Your bank, card issuer or payment provider may require additional time to post the refund after it has been issued.
Statutory refunds are not conditional on approval under Monvielle's voluntary return policy and will be processed within the deadlines required by applicable law.
Where applicable law permits it, a statutory refund may be withheld until:
- the returned product has been received; or
- the customer provides sufficient evidence that the product has been sent back,
whichever event the applicable legal rule recognizes.
If more than 15 business days have passed after Monvielle confirmed approval of a voluntary-policy refund and you have not received it, please contact:
14. Refund Method and Currency Conversion
Refunds will normally be made using the same payment method used for the original purchase unless another method is expressly agreed and permitted by applicable law.
If your bank, payment card, digital wallet or payment provider performs currency conversion, the amount ultimately credited to your account may be affected by:
- exchange-rate changes; or
- fees independently imposed by your bank, card issuer or payment provider.
Monvielle does not control exchange rates or independently imposed third-party banking or conversion fees.
This provision does not allow Monvielle to reduce an amount that applicable law requires Monvielle itself to refund.
15. Diminished Value and Incomplete Returns
For returns made solely under our voluntary policy, Monvielle may refuse the return or make an appropriate deduction where permitted by law if:
- a product has been worn or used;
- the product is scratched, damaged or altered;
- essential components or accessories are missing;
- supplied certificates or materials are missing;
- the product has been handled in a manner that materially reduces its value; or
- the returned product is materially different from its condition at delivery.
Where a statutory cancellation or withdrawal right applies, any deduction will only be made to the extent permitted by applicable law.
Where EU or UK statutory withdrawal rights apply, a customer may generally inspect and handle a product to the extent reasonably necessary to establish its nature, characteristics and functioning, comparable to examining the product in a physical store.
Sets, bundles or multi-piece products should normally be returned complete unless Monvielle agrees otherwise or the applicable legal remedy concerns only an individual defective component.
16. Customs Duties, Taxes and International Returns
International purchases and returns may involve:
- customs duties;
- import VAT or sales tax;
- brokerage charges;
- carrier fees; or
- other government or third-party charges.
Where such amounts were paid directly to a customs authority, carrier, broker or another independent third party, Monvielle may not be able to refund them.
A customer may need to request reimbursement directly from the relevant authority or service provider.
Where Monvielle collected a tax, duty or similar amount directly and applicable law requires reimbursement, we will refund the amount required by law.
When returning an international shipment, customers are responsible for completing customs documentation accurately.
Where appropriate, the shipment should be identified as returned merchandise / returned goods in accordance with applicable customs procedures.
Monvielle is not responsible for additional costs caused by inaccurate customs declarations made independently by the customer, except where applicable law provides otherwise.
17. Refused, Unclaimed and Undeliverable Shipments
Customers are responsible for providing accurate and complete delivery information.
If an order is returned because:
- delivery was refused;
- the parcel was not collected;
- the recipient failed to respond to reasonable delivery attempts;
- an incorrect or incomplete address was supplied by the customer; or
- a requirement legally attributable to the customer was not completed,
Monvielle may deduct actual and reasonable shipping, return-transportation, customs or related costs from a voluntary refund to the extent permitted by law.
Simply refusing delivery or failing to collect a parcel does not necessarily constitute a legally valid statutory cancellation where applicable law requires a cancellation notice.
This section does not apply where the failed delivery was caused by Monvielle or where mandatory law provides otherwise.
18. Cancellation Before Shipment
If you wish to cancel an order before shipment, submit a request as soon as possible using the Cancel / Return an Order function available on our website or contact:
Because certain Monvielle products enter production after an order is placed, voluntary cancellation requests should be submitted as quickly as possible.
We will make reasonable efforts to accommodate a voluntary cancellation request before dispatch, but we cannot guarantee cancellation once production, processing or fulfillment has materially progressed.
This does not restrict any statutory cancellation or withdrawal right that applies regardless of production status.
If the product has already been dispatched, you may need to follow the applicable return procedure.
19. Israeli Consumer Rights
If your transaction is governed by Israeli consumer protection law, your statutory rights under the Israeli Consumer Protection Law, 1981, as amended, apply independently of Monvielle's voluntary 30-day return policy.
For qualifying distance-selling transactions, Israeli law provides statutory cancellation rights subject to applicable conditions, periods and exceptions.
Where applicable Israeli law provides a statutory right to cancel, a cancellation notice may be submitted using the methods required by law, including:
Online: through the Cancel / Return an Order function available on our website
Email: support@monvielle.com
Telephone: +972505822946
For an online cancellation request, please provide sufficient information to identify you and the transaction.
For an ordinary qualifying statutory cancellation that is not based on a defect, non-conformity, failure to deliver on time or another circumstance where a cancellation fee is prohibited, Monvielle may charge only the cancellation fee permitted by Israeli law, currently up to 5% of the transaction price or NIS 100, whichever is lower.
No such cancellation fee will be charged where Israeli law prohibits it, including qualifying cases involving:
- a defect;
- a discrepancy between the product and the information provided;
- failure to supply the product within the required time; or
- another qualifying breach for which the seller is responsible.
Where the customer is legally responsible for returning a product following an ordinary statutory cancellation, the customer must return it in accordance with applicable law.
Where cancellation results from a qualifying defect or non-conformity for which the seller is responsible, return arrangements and costs will be handled as required by applicable law.
Refunds following a statutory Israeli cancellation will be processed within the period required by applicable law.
Qualifying senior citizens, new immigrants and persons with disabilities may be entitled to an extended statutory cancellation period of up to four months where the conditions established by Israeli law are met, including any applicable requirement concerning communication between the business and the consumer before the transaction.
Where legally permitted, Monvielle may request the documentation specifically permitted by law to verify eligibility for such an extended cancellation right.
Nothing in this policy limits mandatory rights available under Israeli consumer protection law.
20. European Union Consumer Rights
If you are a consumer and European Union consumer law applies to your purchase, your statutory consumer rights apply independently of Monvielle's voluntary return policy.
For eligible online purchases, you generally have the right to withdraw from the contract within 14 days after receiving the goods, without providing a reason, subject to statutory exceptions.
You may exercise an applicable right of withdrawal using the Cancel / Return an Order function available through our website or by sending another clear statement permitted by applicable law.
Where required, Monvielle will provide an electronic acknowledgement of an online withdrawal request.
After exercising your withdrawal right, you must return the goods within the period required by applicable law.
For an ordinary statutory change-of-mind withdrawal, you are responsible for the direct cost of returning the goods where:
- applicable law permits this; and
- you were properly informed before purchase that you would bear that cost.
For an eligible withdrawal, Monvielle will reimburse the payments required by applicable EU law, including the cost of our least expensive standard outbound delivery method where required.
If you selected a more expensive delivery method, Monvielle is not required to reimburse the additional cost of that premium delivery to the extent permitted by law.
Monvielle may withhold reimbursement until the goods have been received back or sufficient evidence of return has been provided, where applicable law permits.
Customers may inspect and handle products only to the extent reasonably necessary to establish their nature, characteristics and functioning.
Where permitted by law, the customer may be responsible for diminished value caused by handling beyond what is reasonably necessary.
Statutory exceptions may apply to certain categories, including goods made to the consumer's specifications or clearly personalized and qualifying sealed hygiene products after the seal has been broken.
A standard Monvielle product is not treated as personalized solely because it was produced or prepared after the order was placed.
Nothing in this section limits applicable legal guarantees or other remedies for defective or non-conforming goods.
21. United Kingdom Consumer Rights
If you are a consumer and United Kingdom consumer law applies to your purchase, your statutory rights apply independently of Monvielle's voluntary policy.
For eligible online or distance purchases, you generally have the right to notify us that you wish to cancel within 14 days after receiving the goods, without providing a reason.
You generally then have a further 14 days to return the goods after notifying us.
You may submit a cancellation request using our Cancel / Return an Order function or another method permitted by applicable law.
Where UK law requires it, Monvielle will refund the cost of the least expensive standard delivery option offered for the original order.
Additional amounts paid for express or premium delivery may remain non-refundable to the extent permitted by law.
Unless the product is defective, incorrect or applicable law requires otherwise, the customer is generally responsible for the direct return cost where properly informed of that obligation.
A customer may handle a product in a way reasonably comparable to examining it in a physical store.
Where legally permitted, a refund may be reduced to reflect diminished value caused by handling beyond what is reasonably necessary.
Statutory exceptions may apply to certain personalized or custom-made products and qualifying hygiene-sealed goods.
The fact that a standard product was manufactured or prepared after the customer placed an order does not, by itself, make that product personalized or custom-made.
Nothing in this policy excludes or limits mandatory UK rights regarding faulty, misdescribed or non-conforming goods.
22. Cancellation / Withdrawal Notice
Where you have a statutory right to cancel or withdraw from your purchase, you may use the Cancel / Return an Order function available on our website.
Alternatively, you may send us a clear cancellation statement containing information such as:
To: Monvielle
Email: support@monvielle.com
Business address: Finland Street 33, 3498953 Haifa, Israel
I hereby give notice that I wish to cancel / withdraw from the following purchase.
Order number:
Product(s):
Order date:
Date received, if applicable:
Customer name:
Customer email:
Customer address:
Date of cancellation request:
A reason is not required where applicable law gives you the right to cancel without providing one.
Additional information may be requested only where reasonably necessary and legally permitted.
23. Return Fraud and Abuse
To the extent permitted by applicable law, Monvielle reserves the right to investigate claims made under our voluntary return policy where there is reasonable evidence of:
- return fraud;
- deliberate product damage;
- substitution of products;
- returning a product different from the product purchased;
- manipulation of photographs, video or return documentation;
- repeated abusive use of our voluntary return program; or
- other fraudulent or unlawful conduct.
We may request reasonable additional information necessary to verify a claim.
This section does not permit Monvielle to reject or restrict a valid mandatory statutory consumer right.
24. Mandatory Consumer Rights
Consumer laws vary between jurisdictions.
Nothing in this Return & Refund Policy is intended to exclude, restrict, waive or reduce any right or remedy that cannot legally be excluded, restricted, waived or reduced.
If a provision of this policy conflicts with mandatory law applicable to your transaction, the mandatory law will prevail only to the extent of that conflict.
The remainder of this policy will continue to apply.
25. Contact Us
For questions concerning returns, refunds, cancellations, damaged or defective products or consumer rights, please contact:
MONVIELLE
trading as Monvielle
Business registration number: 558634846
Website: monvielle.com
Email: support@monvielle.com
Telephone: +972505822946
Business address: Finland Street 33, 3498953 Haifa, Israel
For faster assistance, please include your order number whenever possible.