(a) Right to Cancel
You have the right to cancel the contract created by our written order confirmation without giving any reason fourteen (14) days from the day on which you acquire, or someone you nominate (other than the carrier) acquires, physical possession of the products in your order. If you are a customer based in the European Union or the European Economic Area and have made a purchase via the Sales Channels, this is considered to be your statutory right to withdraw from the contract. To meet the withdrawal deadline, it is sufficient for you to withdraw before the withdrawal period has expired.
To cancel the contract and return your product(s), you can contact our Client Relations Center and follow the instructions that will be given to you, or you can send us in writing an unequivocal statement such as a letter or e-mail to: Montblanc, email@example.com. Alternatively, you may cancel using the Model Cancellation Form, but it is not obligatory.
(b) Return Process
Products that have been purchased through the Sales Channels may only be returned to our Montblanc e-boutique distribution center at the address of our Returns Department, as provided in our FAQs section through our Client Relations Center, or if available to selected Montblanc retail boutiques, in accordance with these Conditions of Sale.
Products that have not been purchased through the Sales Channels may NOT be returned to our e-boutique distribution center.
To return a product to our e-boutique distribution center, you must follow the steps mentioned below:
(i) Call the Client Relations Center;
(ii) For all returns, you must include in the return package, the product, along with all its accessories, any free items you received as part of your order, the Service Guide, the Warranty Card and all other documents, in their original box;
You then have two options to arrange a return:
Option 1 : Pick-up service
Montblanc will arrange a free of charge UPS pick-up service for your return. Please provide our Client Relations Center with your preferred pick-up address. You will then receive an e-mail with your return number confirming the return process
Hand over the sealed package to the UPS representative at the agreed time and pick-up address;
The UPS representative will provide you with a prepaid return label for your package;
You may need to sign a pick-up confirmation form.
Option 2 : Drop-off service
If you wish to use our drop-off service, our Client Relations Center will send you an e-mail with a prepaid return label to print and affix to your package;
Our Client Relations Center will send you a list of nearby drop-off locations where you can return the package;
Drop off the package to your preferred UPS access point.
You must keep a proof of return shipment, and we accept no liability in the event that such proof cannot be produced. Only merchandise received by our Montblanc e-boutique distribution center will be eligible for a refund.
If available, you may be able to return the product to a Montblanc retail boutique in the country where your product was delivered. Please refer to our FAQs or call the Client Relations Center for further details. You may be asked to provide information about the products for us to make a first assessment of the condition of these products.
(c) Condition of Returned Products
We will verify that the returned product satisfies the conditions of the Returns Policy and, if so, then proceed with the applicable refund.
Our products must be returned in a new and unused state, in perfect condition, with all protective materials in place and tags and stickers attached to them (if applicable), as well as with the original Montblanc box and delivery package, including all accessories and documents. For example, timepiece bracelets that have been adjusted at your request must be returned with the exact same number of links as in the original delivery package. We reserve our right not to accept any return if the product shows signs of wear, or has been used or altered from its original condition in any way or, as an alternative, may reduce the amount of any applicable refund accordingly.
If you have received free items as part of your order, they must be returned with the products.
All returns will be subject to strict Quality Control (“QC”) by us to ensure that the returned products satisfy these requirements. If the products do not meet QC standards, we will refuse the return, and the products will be returned to you. If the returned product satisfies QC, we will proceed with the applicable refund.
Failure to comply with these Conditions of Sale will entitle us to refuse the returned product and send it back to you, at your own cost.
(d) Products you cannot return
Orders for products that have been personalized in any way or otherwise made for you with bespoke specifications cannot be cancelled and such products cannot be returned to us for refund. This includes, without limitation, products that have been engraved or embossed.
Writing instruments that have been filled with ink, as well as bottles and refills that have been opened, cannot be returned to us.
You may return a product purchased through the Sales Channels for refund, provided that the return complies with these Conditions of Sale, in particular with (a) Right to Cancel and (b) Return Process above.
Only the buyer will be entitled to receive a refund of the purchase price. In no event will a person who has received the product as a gift (i.e. a “Gift Recipient”) be entitled to receive a refund. If you are a Gift Recipient and wish to return a product, please contact the Client Relations Center to discuss your options.
If the return complies with these Conditions of Sale, we will use commercially reasonable endeavours to refund the purchase price to the buyer using the same means of payment as used by the buyer for the initial transaction within fourteen (14) days after receipt of the returned item by the Montblanc e-boutique distribution center. Initial shipping charges will be refunded, except where you had originally opted for a non-standard delivery, in which cases the supplemental costs will be non-refundable.