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Return policy

The Hungarian Trading House Singapore Pte. Ltd. as the sole owner of the Monarchs & Wines online shop guarantees quality products and services. Your satisfaction is our utmost priority. 

1. RETURN PROCEDURE

Returns must be done within seven (7) working days starting from the day the goods are delivered to you. You may return your order for any of the following reasons: 

  • Your product does not match the specifications or description indicated on the website.
  • You received the wrong item.
  • You received your order and there are missing item(s).
  • You received damaged wines, wine bottles upon arrival.
  • You received undrinkable wine* (*subjected to our evaluation within seven (7) days starting from the day we received your returned items)
 
2. GENERAL REQUIREMENTS FOR RETURNS

  • The reason of the return must be valid and returns acceptance conditions met based on the return reasons mentioned above.
  • You have proof of purchase (order invoice number and receipt).
  • All wines returned should not be less than half bottle subjected to evaluation within seven (7) days starting from the day we received your returned items.


3. NON-RETURNABILITY CIRCUMSTANCES

  • Undrinkable or spoiled wine due to misuse or inappropriate handling and storage of the products upon receipt.
  • Change of mind upon receipt.
 
If your return meets all the requirements above and you wish to proceed with the return, please have your order invoice number ready and contact our Customer Service Team.

Our customer service manager will verify the return reason and arrange a free return pick-up for you.

Our courier company will pick up the package at the time specified by you.
We will conduct an evaluation within seven (7) days starting from the day we received your returned items. You will receive an email confirmation once the returned item is received from our end.

If your return is valid, we will process your replacement, based on what you have indicated to our Customer Service Team. If it’s valid, our customer service manager will verify the return reason and arrange a free return pick-up for you.

If your return is not valid, we will notify you and arrange the items to be returned. For the items to be returned, a delivery fee will be chargeable. We reserve the right to reject any return, exchange, refund deemed unfit or unreasonable.

4. DAMAGED DURING TRANSIT 

If any goods are delivered to you are damaged, simply contact our Customer Service Team within seven (7) working days of receiving the delivery. We will arrange to have the damaged goods returned and either arrange for a replacement of the goods or refund the price to you. Damaged goods must be returned in the condition received by you with all original packaging, and/or accessories. We reserve the right to reject any return, exchange deemed unfit or unreasonable.

5. RECEIVING WRONG ORDER

Please contact our Customer Service Team.

6. COST FOR RETURNS

Returning an item is free of charge. Please contact our Customer Service Team for return pick-ups.

7. REFUNDS

The refund will be transferred back to the same card you made the purchase with.

Waiting time for Refund

Returned items, together with your return slip, are usually received and accepted at our warehouse within 2-4 working days after the courier company picks up your package.

A refund will be issued shortly after we receive your items from the courier company, according to the preferred refund method indicated on your return slip.

Credit Card: up to fourteen (14) working days, subjected to processing duration of your local bank.

8. CANCELLING MY ORDER

Within 1 hour once email confirmation, before your items are ready for delivery (of your order has been sent out), contact our Customer Service Team, you will be refunded fully via your payment mode through Credit Card within fourteen (14) working days, subjected to processing duration of your local bank. We reserve the right to reject any cancellation, refund deemed unfit or unreasonable. 

Any cancellations after 1 hour once email confirmation of your order has been sent out, we will not be able to cancel your order as it’s already been dispatched for delivery. We reserve the right to reject any cancellation, refund deemed unfit or unreasonable.

9. CUSTOMER SERVICE
 
Upon any questions or concerns, please contact our Customer Service Team.