While we typically do not accept returns or refunds, your satisfaction matters to us. If your item arrives damaged, here’s how we’ll make it right:

Damaged During Shipping?

1. Report Immediately:

• Contact us within 24 hours of delivery.
• Provide clear photos of:
• - The unopened package (external damage)
• - The shipping label
• - Any visible product damage without removing packaging

1. Resolution Process:

• We’ll review your case within 48 hours.
• If approved:
• - Unopened & Unused: Full refund or replacement (your choice).
• - Opened/Minor Damage: Partial refund (based on condition) or store credit.

Important Notes:

• Shipping Costs: Customers are responsible for return shipping fees and local delivery fees (if applicable).
• Original Packaging: Returns must include all original materials with proof of purchase.
• Non-Returnable: Custom/final-sale items (e.g., personalized products) are exempt.

Why This Policy?

We carefully inspect every order before shipping. This policy helps us:
✔ Protect against false claims
✔ Maintain fair pricing (no hidden restocking fees)
✔ Focus on quality control for future orders

Have questions? Contact our support team at contact@montecarolhouse.com – we’re here to help!

Our Warranty Commitment

🛡️ Product Warranty Coverage

• 1-Year Warranty: All non-bamboo furniture against manufacturing defects
• 6-Month Warranty: Bamboo furniture (due to natural material characteristics), accompanied by care cards

What We Guarantee:
✓ Structural integrity (joints, frames, mechanical parts)
✓ Material defects (splitting, warping beyond natural expectations)
✓ Workmanship issues (finishing, glue problems)

Not Covered:
✗ Damage from improper use or self assembly, accidents, or modifications
✗ Natural wear/tear (including bamboo's expected patina)
✗ Improper cleaning/maintenance
✗ Items purchased from unauthorized sellers

For Bamboo Furniture:
• Natural color variations and minor surface checking are normal
• Warranty covers only structural defects, not aesthetic changes

How to Make a Claim:

1. Contact us within warranty period with:
2. We'll respond within 2 business days with:

Why Different Terms for Bamboo?
As a sustainable natural material, bamboo:
• Develops unique character over time
• May show subtle texture changes (not defects)
• Requires different care than processed woods

Beyond Warranty?
We'll still help! Contact us for:
• Professional repair recommendations
• Replacement part sourcing
• Care instructions to extend your product's life

Production & Shipping

Production: 1–2 weeks after order confirmation. 

Shipping Lead Times:

Thailand: 3–4 weeks (production included) – No shipping fee (local delivery only). 

Myanmar: 45–60 days (production included) – Shipping fee(including local delivery fees) apply. 

Other destinations (Singapore, Korea, Japan, Dubai, etc.): Varies – Contact us for details. 

Shipping fees depend
on the number of boxes and carrier assessment upon arrival. Fees are finalized when the carrier weighs/measures your packages at dispatch. A carrier method depends on order size: sea, land, or air.

Shipping Cost Calculation 

Based on actual weight or volumetric weight (whichever is greater):
Volumetric weight formula: (L × W × H cm) / 5,000 or 6,000

Both actual weight and L × W × H cm can be found in product features.

Note: Some carriers use a divisor of 6,000 depends on the carrier’s policy and shipping method(e.g., air freight vs. sea freight)

For a preliminary quote, we are always happy to help! Contact us!

*Note: During quotation, estimates are provided for guidance only. The definitive shipping fees will be confirmed once the goods arrive at the destination and are assessed by the carrier.* 

Delivery Fees:

• Calculated based on your location, order size, and number of packages.  
•  Local delivery fees apply within Thailand and Myanmar.
• This local fee will invoice to you directly upon delivery.
•  International rates vary for Singapore, Korea, Japan, Dubai, and many more other destinations.

Delivery Timeline:

• Typically arrives within 1 week after we receive your items from the carrier.

Delivery Notification:

• Our delivery partner will contact you via SMS, email, or phone to schedule your preferred delivery time.

Packaging Information:

• Items ship in secure boxed ackaging.
• Large orders may arrive in multiple boxes.
• Self-assembly required (instructions included).

Please note: Any est. delivery fees are advised during ordering stage are for guidance only. The final charge will
be confirmed by the delivery company.

If a product you want is out of stock, please feel free to shoot us a message with the product you are looking for in the subject line. We will send you a notifications when they are back in stock!

If a product is made-to-order, Est. Production: 1–2 weeks after order confirmation.