Refund policy

We have a 14-day return policy, which means you have 14 days to request a return from the day you received the item. 
To be eligible for a return, the item must be in the same condition as you received it, unused, with all tags attached, and in its original packaging. You must also have the receipt or proof of purchase. The return should be sent back as soon as possible after receiving the return shipping label and within a maximum of 5 business days for it to be valid. 

If you received a gift because you shopped over a certain amount, the gift must also be returned if you choose to return part or all of the order.

Returns within the EU (excluding Norway):
Always contact us at hello@monbistro.se before sending a return to get it approved. Returns sent without approval will not be accepted. 

For returns within the EU, we send a return shipping label and instructions once the return is approved. The return shipping cost is charged and deducted from the refund. The amount includes both shipping and handling fees.

• Sweden: 120 SEK per parcel/package
• Other EU countries: €20 per parcel/package

If the return cannot be sent via a drop-off point and instead needs to be picked up from home, the shipping cost will be charged at cost price.

If gift wrapping was chosen, the cost will not be refunded in case of return or uncollected shipment/failed delivery.

If you received a gift because you purchased over a certain amount, the gift must also be returned if you choose to return part or all of the order.

The customer is responsible for the return until it has arrived at our warehouse and been inspected. Upon approved return, the amount excluding the return fee will be refunded.

The customer bears the financial responsibility if the products are damaged or do not arrive.
If you have any questions, you are always warmly 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 approval will not be accepted.

For returns from Norway, the customer is responsible for arranging the return shipping and covering the cost.

The customer is responsible for the return until it has arrived at our warehouse and been inspected. For approved returns, the amount will be refunded excluding a handling fee of €12.

If gift wrapping was chosen, that cost will not be refunded for returns or uncollected shipments/successful deliveries.

If you received a gift because you purchased 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 warmly welcome to contact us at hello@monbistro.se

The customer bears the financial responsibility if the products are damaged or do not arrive.

Damages and issues
Always check your order upon receipt; if the package is damaged in any way, ask the delivery point to make a note and take a photo before accepting and opening it. 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 correct it. 
For all complaints, we need you to email us your order number, pictures, and describe the defect of the item in the same email.
Once we have received your report, we will get back to you with the next steps in the process – as it may vary depending on the case.

Exceptions/items without return
Certain types of items cannot be returned, such as perfumes and personal care products like toothpastes, soaps, hand creams, etc.
Unfortunately, we cannot accept returns of sale items or gift cards.

Exchanges
We cannot process exchanges, but the fastest 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. 

Uncollected shipment: Refunds will be made minus a fee of 250 SEK per parcel/package for handling and return shipping. For other EU countries, we charge €50 per parcel/package for unsuccessful delivery/uncollected packages. Customers in Norway are charged €70 for unsuccessful delivery/uncollected packages.
If gift wrapping was purchased, that cost will not be refunded.

14-day withdrawal period in the EU
If goods are delivered within the EU, you have the right to withdraw from or return the order within 14 days, regardless of the above, without any specific reason. As stated above, the item must be in the same condition as you received it, unused, with all tags attached, and in its original packaging. You must also have the receipt or proof of purchase.

Refunds
We will notify you when we have received and inspected the return, and whether the refund is approved or not. If the refund is approved, it will be automatically made to the original payment method within 10 business days. Please note that it may take some time for the bank or credit card company to process the return so that it appears on your account. 
If more than 15 business days have passed since we approved your return, please contact us at hello@monbistro.se.

Complaints
When you make a purchase on monbistro.se, you have the right to file a complaint about a product within three (3) years after receiving the product if the defect was present at the time of delivery. Defects that appear within two (2) years after delivery are considered defects for which Mon B & Friends AB is responsible, unless monbistro.se can prove otherwise or if this is incompatible with the nature of the product or defect. If you wish to file a complaint about a product, please contact our customer service and provide the order number along with the reason for the complaint. Upon approved complaint, you will be offered various options depending on the specific situation: repair or replacement of the product, refund, or price reduction. For a complaint to be approved, it must be justified and the defect must not have been caused by improper use or other types of harmful treatment. The complaint must be made within a "reasonable time" after the defect has been discovered. If the complaint is made within two months after the defect is discovered, it is always considered to have been made within a reasonable time. For an approved complaint, it may be necessary to return the complained item. In such cases, we will send you a return label that covers the return costs. Any refund for the complained item will be made to the same payment method used at the time of purchase. If you paid by card, the refund will only be made to the same card used at the time of purchase. If the original card cannot be presented upon return, the refund will be made to a store credit. If you paid via Swish, the refund will be made to the account from which the payment was made, or alternatively to store credit.