Returns & Refunds
Last updated: October 25, 2026
30-day returns
You may request a change-of-mind return within 30 days after delivery by emailing nuevegroupllc@gmail.com with your order number and the items you wish to return. For this voluntary policy, items must be unworn apart from trying them on, unwashed, undamaged and returned with their tags. This does not restrict your statutory rights.
How to return
We will provide return instructions and the correct return address. Our business correspondence address is not a return warehouse. A timely notice of statutory cancellation does not depend on our approval. Keep your proof of postage. For our voluntary 30-day policy, please send your return within 14 days after receiving our return instructions. Statutory cancellation deadlines are explained below; contacting us on time preserves your notice date.
Return postage
You pay the direct cost of a change-of-mind return. We do not charge a restocking fee. For a confirmed faulty, damaged or incorrect item, we cover reasonable necessary return postage and provide the remedy required by applicable law.
Refunds
Refunds are issued to the original payment method. For eligible returns, we issue the refund within 14 days after receiving the goods or evidence of return, whichever is earlier. Your bank or payment provider may require additional time to display the credit. Any mandatory shorter deadline takes priority. The refund is in the original transaction currency; exchange-rate differences or fees imposed by your payment provider are outside our control.
For change-of-mind returns outside statutory cancellation rights, original delivery charges are not refunded. For a qualifying statutory cancellation of the whole order, we refund standard outbound delivery charges where required; any premium delivery upgrade need not be refunded where the law permits.
Bundles and partial returns
The refund for an item returned from a bundle is the amount actually paid for that item after the discount allocated to it, not its crossed-out price. We do not retrospectively increase the price of the items you keep.
Size exchanges
Contact us for help with a size change. Replacement availability depends on stock. If a direct exchange is unavailable, we can process an eligible return so you can place a new order.
Faults and incorrect orders
Contact us if an item is faulty, damaged or incorrect. Your order details and, where reasonably possible, photographs help us resolve the issue. The 30-day voluntary return period does not limit legal rights relating to defective goods.
UK cancellation rights
You can normally cancel an online goods purchase without giving a reason by notifying us within 14 days after delivery, then returning the goods within a further 14 days. You may inspect goods as you would in a shop; any permitted deduction for diminished value will only reflect handling beyond what is necessary to establish their nature, characteristics and functioning. Use a clear cancellation statement by email or post. Our correspondence address is Nueve Group LLC, 1940 Broadway, Suite 314C, Boulder, CO 80302, United States.
To cancel, send a clear statement that you wish to cancel your order and include your name, address, order number, the items concerned and the date you received them. No special form is required.
Other statutory rights
Australian customers retain non-excludable Australian Consumer Law guarantees, including a refund or replacement for a major failure and other applicable remedies. Canadian customers retain applicable provincial and territorial protections. All customers retain mandatory consumer rights that apply to their purchase, including rights extending beyond this voluntary return policy.
Contact us
Monstroo is operated by Nueve Group LLC. For returns, refunds or order assistance, email nuevegroupllc@gmail.com.
Business correspondence: 1940 Broadway, Suite 314C, Boulder, CO 80302, United States. Please contact us for the correct return shipping address before sending a parcel; this correspondence address is not a return warehouse.