Refund policy
We have 14 day return policy, which means you have 14 days to request a return from the time you received the item.
If you are to be entitled to a return, the item must be in the same condition as you received it, unused, with all tags remaining and in its original packaging. You must also have the receipt or purchase document. The return must be sent back as soon as possible after receipt of the return shipping slip and within a maximum of 5 working days for it to be valid.
ATTENTION! If you have received a gift for shopping over a certain amount, the gift must also be returned if you choose to return part or all of the order.
Important to know about our return fee
We want to be transparent with our return fees. When you use our return service, you pay a fixed return fee per parcel/package. The fee is the same regardless of whether you return one or more items in the same package and is therefore not based on the size, weight or value of the individual item you are returning.
A return involves costs for return transport and handling when the shipment comes back to our warehouse, where the goods are received, checked and handled before they can be put back in stock.
The return fee only covers part of our costs in connection with a return and is not something we make money from.
Fixed return fee per package/package EU (Not Norway):
Always contact us at hello@monbistro.se before sending a return to get it approved. Returns sent without authorization cannot be processed.
Once the return has been approved, we will send you a return shipping slip along with instructions.
The fixed return fee is deducted from your refund once the return has been received and approved by us.
Return shipping (not Norway):
Sweden: SEK 120 per parcel/package
ATTENTION! For furniture and other bulky or heavy products, actual return shipping is charged.
Denmark: DKK 149 per parcel/package
ATTENTION! For furniture and other bulky or heavy products, actual return shipping is charged.
Other EU countries: €20 per parcel/package
ATTENTION! For furniture and other bulky or heavy products, actual return shipping is charged.
If the return cannot be submitted to an agent and instead needs to be picked up at your address, actual return shipping will be charged.
If you have chosen gift wrapping, the cost of this will not be refunded in the event of a return or uncollected shipment.
If you have received a gift in connection with an offer, for example when purchasing over a certain amount, the gift must also be returned if you return all or part of the order and no longer fulfill the terms of the offer.
You are responsible for the return until it has arrived at our warehouse and been approved after inspection. In the event of an approved return, the order value is refunded less the return shipping.
You are also responsible for any damages or losses that occur during the return transport.
If you have any questions, you are always welcome to contact us at hello@monbistro.se
Returns Norway:
Always contact us at hello@monbistro.se before sending a return to get it approved. Returns sent without authorization will not be accepted.
For returns from Norway, the customer is responsible for arranging the return shipping and bears the cost.
The customer is responsible for the return until it has arrived at our warehouse and been inspected. If the return is approved, the amount will be refunded excluding a handling fee of €12.
If you have chosen gift wrapping, that cost will not be refunded in the event of a return or unclaimed shipment/successful delivery.
If you have received a gift for shopping over a certain amount, the gift must also be returned if you choose to return part or all of the order.
If you have any questions, you are always welcome to contact us at hello@monbistro.se
The customer bears the financial responsibility if the products are damaged or do not arrive.
Injuries and problems
Always check your order when you receive it, if the package is damaged in any way, ask the place of delivery to make a note and take a card before you receive it and open it. Please contact us immediately (within 24 hours) if the item is defective, damaged or if you have received the wrong item so that we can assess the problem and rectify it.
For all complaints, we need you to email us your order number, pictures and describe the fault with the product in the same email.
When we have received your report, we will get back to you with the next step in the process - it can vary depending on the case.
Exceptions/non-returnable items
Certain types of items may not be returned such as perfumes and personal care products such as toothpastes, soaps, hand creams etc.
Unfortunately, we cannot accept returns on sale items or gift cards.
Changed
We cannot do exchanges but the quickest way to ensure you get what you want is to request a return of the item you received and then purchase a new item separately.
Shipment not collected
When your order has been shipped from our warehouse, you as the customer are responsible for monitoring the delivery and picking up or receiving the shipment within the time specified by the shipping company.
Once the shipment has left our warehouse, we cannot change or extend the shipping company's pickup or storage times. Any possibility to change the delivery needs to be handled directly with the shipping company and cannot be guaranteed by us.
We cannot be held responsible for notifications from the shipping company that do not arrive, are delayed or end up in junk mail. Therefore, also check your spam and always follow the delivery via the tracking link sent when the order leaves our warehouse. If you have not received any delivery information within 24 hours of the order being sent, you need to contact us.
If the shipment is not collected or cannot be delivered and is therefore returned to us, the following fee will be deducted from the refund to cover the cost of return shipping, handling and packaging:
• Sweden: SEK 250
• Other EU countries: €50
• Norway: €80
Any cost for gift wrapping is not refunded in case of return, unclaimed shipment or failed delivery.
14-day cooling-off period in the EU
If commercial goods are delivered in the EU, you have the right, notwithstanding the above, to cancel or return the order within 14 days, without requiring any special reasons. As above, the item must be in the same condition you received it in, unused, with all tags still attached and in its original packaging. You must also have the receipt or purchase document.
Refunds
We will notify you when we have received and checked the return and whether or not the refund is approved. If the refund is approved, it will automatically be made to the original payment method within 10 business days. Remember that it may take some time for the bank or credit card company to process the return so that it appears with you.
If more than 15 working days have passed since we approved your return, please contact us at hello@monbistro.se.
Complaints
When you shop at Mon Bistro, according to Swedish consumer legislation, you have the right to complain about an item for three (3) years from the time you received it, provided that the fault is original.
Faults that appear within two (2) years from the time you received the item are considered to be faults for which Mon B & Friends AB is responsible, unless we can demonstrate otherwise or if this is incompatible with the nature of the item or the fault.
If you want to advertise an item, please contact our customer service hello@monbistro.se and enter your order number, describe the error and please attach pictures/videos that show the problem.
A complaint must be made within a reasonable time after the fault is discovered. A complaint made within two months of the error being discovered is always considered to have been made within a reasonable time.
In the event of an approved complaint, the matter is handled in accordance with current consumer legislation. Depending on the circumstances, this may mean that the item is repaired or replaced, or that you receive a price reduction or refund.
If the item needs to be returned in the event of an approved complaint, Mon B & Friends AB will cover the return cost and send you a return label.
Any refund is made to the same payment method that was used at the time of purchase.
