I’m sorry to read this, Loki. The concerns you raise around item quality and refund handling are not the experience we intend to provide.

We have requested the necessary details via Trustpilot so we can verify your order and review the full correspondence linked to it. Once received, we will reassess the product against its listing and progress the refund review without delay, following up by email.

Where a clear service failure is confirmed, we provide a service recovery gesture. In this case, a one-time 15 percent code will be issued by email once your case is validated.

We aim to reduce unnecessary returns wherever possible and, when appropriate, we offer returnless resolutions. You can read more on our Sustainability page: montaviel.com/pages/sustainability.

Thank you for bringing this to our attention.

Sienna | Client Advisor, MONTAVIEL