Refund policy

Return and Cancellation Policy for monstars

 

1. Returns and Exchanges

We want you to be completely satisfied with your purchase. If for any reason you are not satisfied, we accept returns and exchanges within 14 days of delivery of the last item on your order.

 

To exercise your right of withdrawal, you can initiate a return or cancellation request directly through your customer account. Unfulfilled orders can also be cancelled through your customer account before shipment.

 

2. Eligibility for Returns and Exchanges

a. To be eligible for a return or exchange, the item must be unused, in its original packaging, and in the same condition as received.

b. Items exempt from returns or exchanges include custom and personalized products.

3. Initiating a Return or Exchange

 

a. To initiate a return or exchange, please contact our customer service at hello@monstars.at within 14 days of receiving the product, or use your customer account. You must return the goods within 14 days of notifying us of your withdrawal.

 

b. Please provide your order number and details about the item you want to return or exchange.

4. Shipping Returns

 

Customers are responsible for return shipping costs unless the return is due to an error on our part.

 

5. Refunds

 

a. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.

b. If approved, your refund will be processed and a credit will automatically be applied to your original method of payment within 14 days of receiving the return. We will also refund the standard delivery cost you paid on the original order, we do not refund premium or express shipping upgrades.

6. Exchanges

a. If you need to exchange an item, please contact our customer service at hello@monstars.at to initiate the exchange process.

b. We will provide instructions on how to return the original item and process the exchange.

7. Damaged or Defective Items

a. If you receive a damaged or defective item, please contact us immediately at hello@monstars.at with photos of the damaged or defective product. We will provide instructions on how to proceed.

8. Changes to the Return Policy

 

a. We reserve the right to update or change our return policy at any time. Any changes will be effective immediately upon posting on our website.

 

9. Contact Information

 

If you have any questions about our return policy, please contact us at hello@monstars.at.