How to Return or Exchange

Step 1. Read our Return Policy below

Products

All products covered by our free return policy refer to items purchased from our online store and shipped to a Canadian address where we offer free deliveries via Canada Post Expedited Parcel or Fedex. In this case, should you select the wrong size clothing and/or shoes and boots, or do not like the colour, or order the wrong item Monod's will pay for your shipping back for one time return or exchange of the same order.

! Tips for choosing the right product

Please take the time to measure yourself to ensure you receive the correct sizing (see "How to Measure" and "How to Fit Boots and Shoes")

Shoes and boots in particular can be problematic to purchase on-line If you are unsure of your size and width, as well as the fact that most manufacturers do not provide size widths. Consequently, if you have a particularly narrow foot, a particularly wide foot, or you know that you have troubles fitting shoes in general, we highly recommend you purchase boots and shoes in person to ensure the correct fit (and avoid the headache of shipping a product back and forth). Or do contact our product experts before you place an order online so we can help you choose a right item for you. (1-866-956-6663)

Eligibility

If any product was purchased from our store on Banff avenue, you may bring the item(s) to the store and get a return or exchange approval from our store manager. If the item(s) was purchased from Monod's web store you may return the item(s) under the following circumstances:

Website Sales - Within 15 days from receiving the product from our web store (which is the date that Canada Post or the courier states the product was delivered), a return request or a contact regarding your wish to return or exchange must be made.

For Christmas gifts, we are accepting return requests until January 7th, 2018. No gift receipts are required.

Exceptions:

Items that are considered Final Sale and that are not eligible for a refund, store credit, or exchange include:

1. Any items marked, "Final Sale".

2. Items on promotion in limited quantity and time specified as 'not refundable and not exchangeable' in notifications.

3. Climbing gear including climbing harnesses and underwear/swimwear

Product Condition:

We can accept return ONLY when:

1. The product has never been worn or used.

2. The original hang tags are still attached to the garment or product, and the product (if possible) is in its original box.

3. You include the original sales receipt. For online purchases, request in your account or by email with your order # stated. A copy can also be viewed and downloaded in your account or on Sales & Returns for guest users).

4. Shoes must be in their original packaging

Fees

For items that were shipped to a Canadian address, we offer FREE return shipping (the same restrictions apply as our free shipping policy to Canadian addresses) and only accept an item shipped back via Canada Post with the return label Monod Sports previously provided. Oversized shipping fee would still apply and be charged on the return shipping.

For items delivered to a US address, customers are asked to ship the item back on their expenses.

Shipping Company to use

Whether you are from Canada or the U.S., Monod Sports Ltd suggests Canada Post or US Postal Service as your method of shipping. It is slower than courier, but in ALL circumstances it is more economical for you and will reduce custom entry fees substantially for those outside of Canada.

Who to Talk To

FOR RETAIL STORE PURCHASES (DEFINED AS ITEMS PURCHASED IN OUR BANFF RETAIL STORE, OR BY TELEPHONE, E-MAIL OR FAX)

Please contact our RETAIL STORE returns department and you will be contacted within 48 hours.

403-762-4571 ext. 31
Toll Free: (U.S. or Canada) 1-866-956-6663 ext. 31

WARRANTY ISSUE

please refer to: "Warranty Return Information".

WEB RETURNS/EXCHANGES

Please contact the Shipping Department within 15 days of receiving your order.

Shipping Department 403-762-4571 ext. 25
Toll Free: (U.S. or Canada) 1-866-956-6663 ext. 25

Step 2. Request a Return Autorization Number

Request a return/exchange/warranty inspection online

To return or exchange an item purchased online (defined as items purchased on www.monodsports.com only), please, complete the return request form in order to receive a Return Authorization Number within 15 days of receiving your order or 15 days from the date it was delivered to you or the nearest post office. You would need your original order ID to retrieve the details first.

On our upgraded website, customers are required to login to their account, locate the order that contains the item of their interest, and then request a product return on their account management page. If you are not a registered customer, please, create an account here. If you are a registered customer, please login to your account and follow the instructions below.

On My Account Page:

-> PRODUCT RETURNS -> REQUEST A NEW PRODUCT RETURN -> SELECT THE ORDER THAT CONTAINS THE ITEM(S)

If you have trouble finding the product return request option, we can always do this in our old way. Just email us at shipping@monodsports.com expressing your wish to return or exchange. Our friendly staff will be with you as quickly as possible to assist you.

In-Store Return or Exchange of Web Orders

Yes, feel free to bring the item to our Retail Store in Banff. Simply, leave the product and a copy of your invoice with one of our sales associates and we will process a refund for you within 24 hours. If it is within business hours of the web store (9AM - 5PM every day), the refund will be processed right away onto the same credit card or PayPal account used to place the original order and your receipt will be emailed.

For exchange, our friendly staff in store will process the exchange for you on spot. No need to wait.

Step 3. Wait for Approval Message and Shipping Label

Download your Shipping Label

While you are still in My Account -> Product Returns, click on the return request on the list. Once you get the approval message, there should be a button created called, DOWNLOAD RETURN LABEL.

Step 4. Follow the Process below once you have the label downloaded

Wait. Did you leave all the TAGs and your RECEIPTs on everything you want to return? Now you are ready.

return shipping - print label return shipping - prepare package return shipping - attach return label return shipping - ship it at the nearest post office

*Feel free to use the same box the item(s) arrived in

*Mail the box at the nearest post office - Canada Post for Canadian customers / US Postal Service for US customers

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