Made-to-Order Production
```Every MONAK watch is prepared individually after an order is placed. Production may begin shortly after the order has been confirmed.
A watch being prepared on a made-to-order basis does not, by itself, remove any mandatory right of withdrawal available under applicable consumer law.
However, products made according to the customer's individual specifications or clearly personalized for that customer may be excluded from the statutory right of withdrawal where permitted by law.
Where a product is personalized or configured according to individual customer choices and the withdrawal exception applies, this will be communicated clearly before the order is completed.
```European Union Right of Withdrawal
```If you are a consumer located in the European Union or another jurisdiction providing an equivalent mandatory right, you may be entitled to withdraw from an eligible online purchase without providing a reason.
The withdrawal period generally expires 14 days after the day on which you, or a person designated by you other than the carrier, receives the product.
To exercise this right, you must contact us before the withdrawal period expires and clearly communicate your decision to withdraw from the purchase.
You may contact us at help@monak.com and provide:
- Your full name
- Your order number
- The product you wish to return
- A clear statement confirming that you wish to withdraw from the purchase
After notifying us, you must return the product within the legally applicable period and follow the return instructions provided by our team.
```Condition of Change-of-Mind Returns
```During the withdrawal period, you may inspect the watch only to the extent reasonably necessary to establish its nature, characteristics, appearance, fit, and basic operation, in a manner similar to how it could be inspected in a physical store.
You may be responsible for any reduction in value resulting from handling beyond what is reasonably necessary for that inspection.
To help avoid a reduction in value, returned watches should:
- Be returned in their original condition
- Show no signs of wear beyond reasonable inspection
- Have no scratches, impacts, marks, or alterations
- Include the original packaging, accessories, protective elements, and documentation
- Have no bracelet links removed or lost
- Not have been opened, modified, engraved, repaired, or adjusted by an unauthorized third party
The absence of original packaging does not automatically remove a mandatory legal right, but missing items, damage, or excessive handling may affect the refundable amount where permitted by law.
```Personalized and Custom-Specification Products
```The statutory right of withdrawal may not apply to a watch made according to your individual specifications or clearly personalized for you.
This may include, where applicable:
- Personal engraving
- A dial, case, bracelet, strap, or configuration selected specifically for an individual custom order
- A non-standard combination produced according to the customer's instructions
- Other permanent personalization requested by the customer
This exception does not affect your rights where the product arrives defective, damaged, incorrect, or not in conformity with the agreed specifications.
```Faulty, Damaged, or Incorrect Products
```Please contact us as soon as reasonably possible if your watch:
- Arrives damaged during delivery
- Has a manufacturing or assembly defect
- Does not operate as reasonably expected
- Is materially different from the description or specifications shown when ordered
- Is not the product you ordered
- Is missing an included component or accessory
Depending on the circumstances and the rights available under applicable law, the appropriate solution may be a repair, replacement, price reduction, or refund.
Where the issue is covered by mandatory consumer law or confirmed as our responsibility, the remedy will be provided without charge to the customer, including the reasonable shipping costs necessary to resolve the issue.
```Legal Guarantee of Conformity
```Consumers may benefit from a mandatory legal guarantee where a product is defective, does not match its description, lacks an agreed characteristic, or is otherwise not in conformity with the purchase contract.
For consumers protected by European Union law, this legal guarantee generally applies for at least two years from delivery, although national legislation may provide additional protection.
Where a lack of conformity is confirmed, repair or replacement will ordinarily be considered first, unless the chosen remedy is impossible, disproportionate, or otherwise unsuitable under applicable law.
A price reduction or refund may be available where repair or replacement is impossible, has not been completed within a reasonable time, causes significant inconvenience, or where another circumstance established by applicable law applies.
Any separate commercial warranty offered by MONAK is additional to, and does not replace or restrict, your mandatory legal rights.
```What Is Not Considered a Manufacturing Defect
```Unless applicable law provides otherwise, the following are not normally considered manufacturing defects:
- Normal wear and tear resulting from regular use
- Surface scratches, marks, or gradual changes to exterior finishing caused by use
- Damage caused by drops, impacts, pressure, accidents, or improper handling
- Damage resulting from use outside the stated water-resistance limits
- Water damage caused by operating the crown or pushers while the watch is wet or submerged
- Damage caused by leaving the crown unsecured
- Damage caused by chemicals, cosmetics, perfumes, cleaning products, salt water, or extreme temperatures
- Loss, theft, or accidental damage after delivery
- Damage resulting from unauthorized opening, alteration, servicing, or repair
- Natural variations in the accuracy or power reserve of a mechanical automatic movement within reasonable operating tolerances
- Failure caused by a lack of appropriate care or routine maintenance
These exclusions will not be applied where doing so would unlawfully restrict a mandatory consumer right.
```Automatic Movement Characteristics
```Automatic watches are mechanical products. Their daily accuracy and power reserve may vary depending on use, wrist movement, resting position, temperature, magnetism, maintenance, and other operating conditions.
A reasonable variation in mechanical timekeeping does not necessarily indicate that the watch is defective.
If you believe your watch is operating outside reasonable expectations, please contact us. We may ask for a short video, timing observations, or other information to help assess its performance.
```How to Request a Return or Remedy
```Please contact us before returning any product. Items sent without prior communication or to an address not provided by our customer-support team may be delayed, refused, or returned to the sender.
To open a request, please provide:
- Your order number or other proof of purchase
- Your full name and the email address used for the order
- A clear description of the reason for the request
- Clear photographs of the watch and packaging where relevant
- A short video where necessary to demonstrate an operational issue
We aim to acknowledge and review requests promptly. More complex technical issues may require the watch to be physically inspected before a final decision can be made.
Contact: help@monak.com
```Return Authorization and Address
```Once your request has been reviewed, we will provide the applicable return instructions and return address.
Do not send a watch to the address shown on the parcel label or to any address found independently online unless our customer-support team has confirmed that address for your specific return.
The return authorization process does not limit a mandatory consumer right, but it helps us identify the parcel, avoid delays, and process the request correctly.
```Return Shipping Costs
```For an eligible change-of-mind return under a statutory withdrawal right, the customer will normally be responsible for the direct cost of returning the product, unless MONAK has agreed otherwise or applicable law requires us to cover that cost.
If a return is accepted because the watch is defective, damaged in transit, incorrect, or not as described, MONAK will cover the reasonable return-shipping costs where required by applicable law or confirmed by our team.
We may provide a prepaid label or ask you to use an approved tracked service. Please do not purchase an unusually expensive shipping service without our prior approval.
The customer remains responsible for packaging the returned watch securely and following the provided shipping instructions.
```Inspection
```Returned watches are inspected after arrival to verify their identity, condition, completeness, and the reason for the return.
The inspection may include:
- Visual examination of the case, crystal, dial, bracelet, strap, clasp, and crown
- Verification of included accessories and packaging
- Assessment of movement and watch functions
- Review of signs of wear, impact, water exposure, opening, alteration, or third-party intervention
- Comparison with the order details and product specifications
We will notify you of the outcome after the necessary assessment has been completed.
```Repairs and Replacements
```If a repair is the appropriate remedy, the watch will be assessed and the relevant covered issue will be corrected without cost where required by law.
If replacement is the appropriate remedy, the original watch may be replaced with the same model or, where that model is unavailable, another mutually agreed solution.
Repair and replacement times may vary depending on the nature of the issue, inspection requirements, component availability, and shipping destination.
We will aim to complete the remedy within a reasonable period and without significant inconvenience to the customer, as required by applicable law.
```Refunds
```Where a refund is approved, it will ordinarily be issued to the original payment method.
For an eligible statutory withdrawal, the refundable amount will be calculated in accordance with applicable law. This may include the original standard delivery charge where legally required, but does not normally require reimbursement of an additional amount paid for an upgraded or express delivery option.
We may withhold the refund until the returned product has been received or until you provide sufficient evidence that it has been sent, where permitted by law.
Once issued by MONAK, the time required for the funds to appear in your account depends on your bank, card issuer, or payment provider.
Any lawful deduction resulting from excessive handling, missing components, damage, or a reduction in the product's value will be explained to you.
```Exchanges
```Direct exchanges may not always be available because MONAK watches are prepared individually.
Where an exchange is requested, our team will confirm whether a replacement model is available and explain the appropriate process.
A request for a different size, bracelet, strap, color, or model is not necessarily treated as a defect unless the item supplied differs from what was ordered.
```Orders Damaged During Delivery
```If the parcel or watch arrives visibly damaged, please take clear photographs of the outer packaging, shipping label, internal packaging, and product before discarding anything.
Contact us at help@monak.com as soon as reasonably possible and include your order number and the supporting photographs.
Prompt notification helps us investigate the matter with the carrier. However, failing to report the issue immediately will not remove any mandatory consumer right where the damage or lack of conformity is otherwise established.
```Missing or Delayed Orders
```Delivery estimates are not guarantees unless expressly stated otherwise. Customs procedures, carrier delays, local disruptions, incorrect address information, and other circumstances outside our reasonable control may affect delivery.
If tracking has not updated for an unusual period or the order has not arrived within the expected timeframe, please contact us at help@monak.com.
We will review the tracking information and, where appropriate, open an investigation with the carrier before determining the available solution.
```Incorrect or Incomplete Delivery Address
```Customers are responsible for providing a complete and accurate shipping address when placing an order.
If you identify an address error, please contact us immediately. We cannot guarantee that an address can be changed after the order has entered preparation or has been transferred to the carrier.
Additional shipping costs resulting from an incorrect or incomplete address may be charged to the customer where permitted by law and where the error was not caused by MONAK.
```Gifts
```Refunds are normally returned to the original payment method used by the purchaser.
A gift recipient may contact us regarding a defect, repair, or replacement, but we may require the original order information and may need to communicate with the purchaser before processing a refund.
```Abusive or Fraudulent Requests
```MONAK reserves the right to investigate requests involving suspected fraud, substituted products, deliberate damage, false claims, repeated abuse of the return process, or other unlawful activity.
We may refuse a request where there is reliable evidence that it is fraudulent or not covered by applicable law or this policy.
This provision will never be used to deny a legitimate mandatory consumer right.
```Mandatory Consumer Rights
```This policy is intended to explain MONAK's return process and does not exclude, restrict, or replace any mandatory legal guarantee, withdrawal right, or consumer remedy that applies to your purchase.
Where this policy conflicts with a mandatory provision of applicable consumer law, the mandatory legal provision will prevail.
```Changes to This Policy
```MONAK may update this Returns and Refund Policy to reflect changes to our products, processes, service providers, or legal obligations.
The version applicable to a purchase will be assessed according to the policy and mandatory legal rights in force at the relevant time.
Last updated: July 2026.
```Contact
```To request a return, report a problem, or ask a question about this policy, please contact our customer-support team.
help@monak.com
```
