Refund policy

Last updated: 19 May 2026

At Monairre, we want you to love every piece you order. If something is not right, we have made our return and refund process as simple and fair as possible. Please read this Policy carefully before initiating a return.

1. Your Statutory Rights

Nothing in this Policy affects your statutory rights under Irish and EU consumer protection law. Under the EU Consumer Rights Directive (2011/83/EU), you have a minimum 14-day right of withdrawal from any online purchase, during which you may cancel your order for any reason without providing justification. Our voluntary return window of 60 days is significantly more generous than this legal minimum and does not replace or limit your statutory rights.

If your item is faulty, damaged, or not as described, your rights under the Sale of Goods and Supply of Services Act 1980 and the Consumer Rights Act 2022 apply in full, regardless of the timeframes stated in this Policy.

2. Our 60-Day Return Window

You have 60 days from the date your order is delivered to request a return. To be eligible, items must meet all of the following conditions:

  • Unworn, unwashed, and unused
  • In their original condition, with all tags still attached
  • Returned in the original packaging (or equivalent protective packaging)
  • Accompanied by proof of purchase (your order number or confirmation email)

We do not charge any restocking fees.

3. Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned or exchanged unless they are faulty or not as described:

  • Underwear, lingerie, and swimwear (if the hygiene seal has been removed or broken)
  • Earrings and pierced jewellery accessories
  • Items that have been visibly worn, washed, or damaged after delivery
  • Items returned without their original tags or packaging
  • Items returned outside the 60-day window

4. Faulty, Damaged, or Incorrect Items

If your item arrives damaged, defective, or is not what you ordered, you are entitled to a full remedy under law. Please contact us within 14 days of delivery by emailing support@monairre.com with:

  • Your order number
  • A clear description of the issue
  • Photographs of the item and the packaging (where relevant)

Depending on the situation, we will offer you one of the following:

  • A free replacement item sent to you at no extra cost
  • A full refund to your original payment method
  • A partial refund where appropriate

In cases of faulty or incorrect items, we will cover the cost of return shipping. We will send you a prepaid return label or reimburse your tracked return postage upon receipt of the returned item.

5. How to Start a Return

To initiate a return, please follow these steps:

  1. Email us at support@monairre.com with your order number and the reason for your return
  2. Our team will respond within 12 hours with return instructions
  3. Pack the item securely and send it to our return address below
  4. Share the tracking number with us so we can monitor the return

Return address: Monairre Returns 2 Kilbelin Cres, Kilbelin Newbridge, Co. Kildare W12 A336, Ireland

6. Return Shipping Costs

Unless your item is faulty, damaged, or incorrect, return shipping costs are the responsibility of the customer. We recommend using a tracked and insured shipping service. Monairre is not responsible for items lost or damaged in transit during the return journey.

If you are based in Ireland or the United Kingdom, typical tracked return postage costs range from €5–€15 depending on the weight of your parcel. We do not provide prepaid return labels for change-of-mind returns.

7. Exchanges

If you would like to exchange an item for a different size or colour, please mention this when you contact us to initiate your return. We will do our best to accommodate your request, subject to stock availability.

If the item you want is no longer available, we will issue a full refund instead.

8. Refund Processing

Once we have received and inspected your returned item, we will process your refund within 7 business days. Refunds are issued to your original payment method. Please allow additional time for your bank or payment provider to complete the transfer — this typically takes 3–5 business days depending on your bank.

You will receive a confirmation email once your refund has been processed.

Please note:

  • We will only refund the cost of the item(s) returned. Original outbound shipping costs are not refundable for change-of-mind returns.
  • If your order qualified for free shipping and you return part of the order, the refund will reflect only the returned items.

9. Order Cancellations

If you wish to cancel your order, please contact us as soon as possible at support@monairre.com. We process orders quickly, so we cannot guarantee cancellation once an order has been dispatched. If your order has already shipped, you will need to follow the standard return process once it is delivered.

Under the EU Consumer Rights Directive, you have the right to cancel your order within 14 days of delivery without giving a reason. To exercise this right, you must notify us clearly before the 14-day period expires by contacting us at support@monairre.com.

10. Contact Us

If you have any questions about your return or refund, please do not hesitate to reach out:

Company name: Monairre
Business Address: 68 Mody Rd, Tsim Sha Tsui East, Hong Kong
Email: support@monairre.com
Phone number: +353-43-054-8718

Warehouse Address: 2 Kilbelin Cres, Kilbelin, Newbridge, Co. Kildare, W12 A336, Ireland

Customer Service

Monday to Friday: 8:00 – 17:00
Saturday to Sunday: 9:00 - 16:00
(All times are based on Hong Kong Time GMT+8)
Average response time: within 12 hours