Refund policy
El Gato Montes Return & Exchange Policy
Custom & Made-to-Order Items
All custom and made-to-order pieces are crafted specifically for you with hand-selected stones and leather. Due to the personalized nature of these items:
- Custom orders are final sale and cannot be returned or exchanged
- Each piece is one-of-a-kind, handcrafted to your specifications
- Please review your order carefully before completing purchase
Ready-Made & In-Stock Items
For non-custom items available for immediate shipment:
- 14-day return window from delivery date
- Items must be unworn, undamaged, and in original condition
- Original packaging must be included (in-stock items do not have tags)
- Refund method: Refund to original payment method, store credit, or exchange (customer's choice)
- Return shipping: Customer responsibility
Damaged or Defective Items
We stand behind the quality of our craftsmanship. If your item arrives damaged or with a defect:
- Contact us within 7 days of delivery at support@elgatomontes.com
- Provide photos of the damage/defect
- We will provide a prepaid return label
- Resolution: Free replacement or full refund (your choice)
- We cover all return shipping costs for damaged/defective items
How to Initiate a Return
- Email support@elgatomontes.com with your order number, item(s) you wish to return, reason for return, and photos if damaged/defective
- We'll respond within 1-2 business days with return instructions
- Ship item(s) back within 14 days of delivery
- Once received and inspected, we'll process your refund, store credit, or exchange within 5-7 business days
Important Notes
- Sale and clearance items are final sale
- Gift cards cannot be returned or exchanged
- Custom stone selections cannot be returned due to their unique nature
- Shipping charges are non-refundable (except for damaged/defective items)
Questions?
Contact us at support@elgatomontes.com or call (619) 268-1113.