Refund policy

REFUND POLICY

Last updated: September 13, 2026

Returns

You have 14 days after your order is delivered to request a return.

To be eligible, the piece must be unused and in the same condition in which it arrived, in its original packaging, with proof of purchase.

To start a return, email info@monoaurel.com within 14 days of delivery. Please do not send a piece back before your return has been accepted. Items returned without prior authorization may not be processed.

Made to order is not the same as bespoke

Most Mono Aurel pieces are produced after an order is placed. This does not, by itself, make the piece a custom commission or final sale.

A product listed on monoaurel.com and ordered in one of its standard listed sizes, colours and finishes is treated as a standard catalogue product and is covered by the 14-day return window above.

Custom and commissioned pieces

A piece is considered custom or commissioned when it is made specifically to a customer's individual specifications rather than our standard catalogue specifications.

This may include:

customer-specific dimensions;
a colour or finish matched to a sample or reference supplied by the customer;
a bespoke form or design not listed on monoaurel.com;
custom engineering or structural requirements;
personalized or project-specific modifications.

Custom and commissioned pieces cannot be returned solely because of a change of mind.

This does not affect your rights if the piece arrives damaged, defective or materially different from what was agreed, or any rights that cannot legally be excluded.

Damaged, defective or incorrect items

Please inspect your order as soon as it arrives.

If a piece is damaged, defective or is not what you ordered, please contact us at info@monoaurel.com within 7 calendar days of delivery and provide photographs of both the piece and its packaging so that we can investigate and resolve the issue.

This reporting period helps us document shipping damage and make carrier claims. It does not limit any statutory consumer rights that may apply to your purchase.

This protection applies to both standard catalogue products and custom or commissioned work.

Return shipping

For an approved change-of-mind return, the customer is responsible for the direct cost of returning the piece to Mono Aurel.

Because many Mono Aurel pieces are oversized or require specialist packaging, please contact us before arranging return transportation.

If the item arrived damaged, defective or incorrect, Mono Aurel will cover the reasonable cost of the approved return or arrange an appropriate return method where required.

Return address

The correct return address and shipping instructions will be provided after your return request has been accepted.

Please do not send returns to our registered office, atelier or any other Mono Aurel address without prior written return instructions.

European Union — right of withdrawal

Where the statutory European Union right of withdrawal applies, eligible consumers generally have 14 days after receiving the goods to withdraw from an online purchase without giving a reason.

The statutory withdrawal right may not apply to goods made to the consumer's specifications or clearly personalized, including qualifying bespoke or commissioned Mono Aurel pieces.

For eligible change-of-mind returns, the customer is responsible for the direct cost of returning the goods where permitted by applicable law and where this has been disclosed before purchase.

Nothing in this policy limits mandatory consumer rights available under applicable law.

Refunds

We will notify you once the returned piece has arrived and been inspected and will confirm whether the refund has been approved.

Approved refunds are issued to the original payment method within 10 business days after approval.

Your bank or card issuer may require additional time to post the refund.

Where applicable law requires an earlier refund or different procedure, the applicable statutory requirement will take precedence.

If more than 15 business days have passed since we approved your return, contact us at info@monoaurel.com.

Exchanges

The fastest way to obtain another piece is generally to return the item you have under the applicable return procedure and place a separate order for the replacement.