Refund policy

Return and Refund Policy

In order to ensure your total satisfaction, a Customer or a recipient of a gift of META MONACO products (a “Gift Recipient”) may return META MONACO products in accordance with the return and exchange policy set forth below. Returns of META MONACO products that are not in compliance with the conditions and timeframes set forth below may be rejected by META MONACO and will be sent back to the Customer or Gift Recipient, as the case may be.

1. Return Period

META MONACO creations purchased through the META MONACO e-boutique or directly by phone through the Client Relations Center may be exchanged or returned for a refund or merchandise credit within fourteen (14) days following delivery. Please allow up to fourteen (14) business days for full refund, if applicable. Merchandise must be presented in its original packaging and accompanied by the appropriate sales receipt. Engraved, embossed, special order, personalized, made to order creations and items that show sign of wear cannot be exchanged or returned. All returns and exchanges are subject to the further terms and conditions set forth below.

2. Return Process

Products that have been purchased on the Platform or through the Client Relations Center may be returned to the META MONACO e-Boutique distribution center at the following address: META MONACO Logistics, Attention: E-Commerce Returns, 39 Avenue Princesse Grace, Monte-Carlo, MONACO 98000. You are also welcome to visit a META MONACO Retail Boutique for exchange or boutique merchandise credit. Retail Boutiques can also facilitate the return of product to the META MONACO E-Boutique or Client Relations Center.

Products that have not been purchased on the Platform or through the Client Relations Center ­may NOT be returned to the META MONACO e-Boutique distribution center.

If a Customer or Gift Recipient wishes to return a product to the META MONACO e-Boutique distribution center, then such person must comply with the following steps:

  • Call META MONACO to request a Return Authorization Number (RAN). This number is required prior to returning any product originally purchased from the META MONACO e-Boutique by Internet or by phone with the Client Relations Center to META MONACO,
  • Fill out the required information, list the applicable Return Authorization Number (RAN) on the return/exchange form,
  • Include the completed return/exchange form with the product, all its accessories, the User Guide, the Warranty Card and all other documents, in its original box and delivery package,
  • Seal the delivery package,
  • Customer is responsible for return shipping costs.

Should the Customer or Gift Recipient decide to return a purchased item within the 14-day period, META MONACO and the Customer or Gift Recipient, as the case may be, agree that META MONACO maintains a special interest in the merchandise and Customer or Gift Recipient will therefore purchase insurance on the returned merchandise. 

The Customer or Gift Recipient, as the case may be, must keep a proof of return shipment and the tracking number, and META MONACO accepts no liability in the event that such proof cannot be produced. Only merchandise received by the META MONACO e-Boutique distribution center will be eligible for a refund or exchange.

Upon receiving a return, META MONACO will verify that the returned product satisfies the conditions of the return policy and, if so, then proceed with the applicable refund or exchange except any shipping costs, customs or taxes which remain the customers responsibility.

3. Conditions to Return a Product

META MONACO 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 META MONACO box and delivery package, including all accessories and documents. META MONACO will not accept any return if the product shows signs of wear, or has been used or altered from its original condition in any way. If any seal or wrapping tag is broken META MONACO will not accept return.

Watch bracelets that have been adjusted at the Customer’s request must be returned with the exact same number of links as in the original delivery package.

Engraved or embossed products, as well as special order, personalized and made-to-order creations, cannot be returned to META MONACO for exchange, merchandise credit or refund.

All returns will be subject to strict Quality Control (QC) by META MONACO to ensure that the returned products satisfy these requirements. If the products do not meet QC standards, META MONACO will refuse the return, and the products will be sent back to the Customer or the Gift Recipient, as applicable. If the returned product satisfies Quality Control (QC), META MONACO will proceed with the applicable refund or exchange.

4. Refunds and Merchandise Credit

Should a product be returned to the META MONACO e-boutique distribution center by the Customer or the Gift Recipient, a Customer is entitled to receive a refund. A Gift Recipient is not entitled to receive a refund. In no event will a merchandise credit be issued by the META MONACO e-Boutique distribution center.

Should a product be returned to a META MONACO Retail Boutique, the Customer or Gift Recipient are entitled to receive a merchandise credit. No refunds will be issued by a META MONACO Retail Boutique; however, a META MONACO Retail Boutique can facilitate the return of product to the META MONACO e-boutique or Client Relations Center. Please allow up to fourteen (14) business days for full refund, if applicable

If a Customer’s return complies with the return policy, META MONACO will use reasonable efforts to credit the refund to the Customer’s credit card no later than fourteen (14) days after receipt of the returned item by the META MONACO e-Boutique distribution center. Except for delivery of a defective product, initial shipping charges will not be refunded to the Customer.

5. Exchanges

Customers and Gift Recipients may be permitted to exchange a product purchased on the Platform ­or by phone through the Client Relations Center for another META MONACO product if the product to be exchanged satisfies the conditions of the return policy within fourteen (14) days following delivery.

META MONACO will send an invoice as a .pdf attachment to the Customer’s email address, which specifies the value of the returned product, the price of the item for which the original product has been exchanged and the difference to be paid by the Customer or the amount that the Customer is entitled to receive, as indicated below.

Should a product be returned for exchange to the META MONACO e-Boutique distribution center by a Customer or Gift Recipient, only the Customer will be entitled to receive a refund of the price difference if the returned product is more expensive than the exchanged META MONACO product. If the returned product is less expensive than the exchanged item, the Gift Recipient will be charged the difference in price.

Should a product be returned for exchange to a META MONACO Retail Boutique, either the Customer or Gift Recipient will be entitled to receive merchandise credit of the price difference, in case the original product is more expensive than the item to be received in the exchange. If the returned product is less expensive than the exchanged item, the Customer or Gift Recipient will be charged the difference in price.

6. Defective products

META MONACO is extremely cautious in ensuring that each product strictly complies with our quality criteria and that it has passed all our controls, both technical and aesthetic.

If nevertheless you receive a product that seems to be damaged, you may return it to META MONACO in accordance with the return policy. Upon receipt, META MONACO may classify the returned product as a defective product. Please note that items that are damaged as a result of wear and tear are not considered to be defective.

If your product is declared as defective by META MONACO, the following solutions will be proposed to the Customer or the Gift Recipient, as applicable:

  • META MONACO may send you the same product in the exact same size, subject to availability,
  • META MONACO may propose an exchange for another META MONACO creation of equivalent or higher value, in which case the initial price will be deducted and you will be required to pay only the difference, or

Only you, as the Customer, may request a refund of the full price of your initial purchase.