Submit A Warranty Claim For A MontiiCo Product

Learn how to submit a warranty claim for your MontiiCo product. This guide walks you through the entire process.

Lee Pryor
15 steps
2 minutes

Montii

Navigate to <https://montii.co/pages/warranty-case>

If you have not logged into the montii.co website, you will need to enter your email address and the one time password that Shopify will send you.\ \ Click "New Case". \ \ **If you do not see this button,** please contact the customer service team and they will get it added to your profile.

Enter your **customer's email address** and click Search Email Address. \ \ If they have previously purchased from Montiico or joined our mailing lists, they will already have a profile in the system.

If your customer is already in our system, click "Use This Customer".\ \ If no results are found, you can click **Create New.**\ \ **PLEASE NOTE:** Creating new customers accounts on our site will **NOT** add their email to our marketing lists. Your customer information is yours and not ours to market to.

Fill out your customers shipping information and click "Continue"\ \ **PLEASE NOTE:** Even though we might already have these details on file, we will not display these publically due to privacy and security concerns.

Click "Search products..."

Search for the product you are making a claim against and select it.

Enter the purchase date and upload a receipt for the order. \ \ **PLEASE NOTE:** the proof of purchase needs to have the invoice date visible.

Click "Continue →"

Select the affected components (e.g. Lid, Straw etc) and the fault with the issue.\ \ Feel free to add any other comments related to this individual product.

**Resolution Option 1:** Click "Stockist Replacement" if you have already replaced this product for the customer and you wish to apply for a credit to your account.

**Resolution Option 2:** Click "Replacement Send me a new product" if you would like the replacement to be sent straight to your customer.

Upload photos or videos of the product fault and click "Continue"

Click "✓ Yes, Continue" to confirm the shipping information you entered is correct.

Review the case and add any other notes you wish to let the customer service team know about.\ \ Click "Submit Claim"