Unfortunately, due to most of our products being made to order, we do not accept returns unless one or more of the following conditions are met:
- Your product (or any part thereof) was in a damaged, broken or otherwise unusable condition when you received it and you can provide proof that you received it in that condition.
- You received the incorrect product/order and it was our fault (i.e. it was not the same product as what you ordered).
- The item was a gift from someone else (please see below for our policy on the return/exchange of gifts).
- The return is authorised by one of us (working for Mono Online Shop).
If you wish to return an item that you bought from us, send an email to firstname.lastname@example.org with your name, order number, the name(s) of the item(s) to be returned, as well as the reason why you want to return it. Please note that if the return is due to a flaw in the item(s) or a mistake from our site (e.g. incorrect order received), you need to notify us the moment you become aware of the problem. We cannot accept returns if the product has either already been used, or, if enough time has gone by for the product to show signs of regular use.
Refunds (if applicable)
Once we have received the item to be returned, we will notify you by email that we have received your returned item.
Refunds will only be processed after we have received your returned item and when 21 days have passed since your payment.
Refunds will be made via the payment method you chose to make your payment (i.e. if you paid through PayFast, we will refund you through PayFast). For EFT refunds, we require the banking details of the account out of which the returned product was paid for.
Please note that where applicable, shipping costs will be deducted from your refund.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Contact your credit card company (if applicable), it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded. Only if the sale item is in a damaged, broken or unusable condition, may it be returned for store credit. Please contact us if that is the case.
Exchanges (if applicable)
We cannot exchange your product unless it meets one or more of the requirements for a return (listed above). If it does and you need to exchange an item for something else, email us at firstname.lastname@example.org and we will get in touch with you immediately. Additional charges may apply to cover shipping costs.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a store credit for the value of your return. Once the returned item is received by us, we will send you a gift voucher via email.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund or store credit to the gift giver and he or she will find out about your return.
Read our gift voucher policy for more information.
If you live in the Cape Peninsula area, we will come and collect your item and replace it for you or refund you for your order. You will be contacted by email to confirm this first. If you live in any other area, we will send a courier to you to come and collect the package. We will email you a packing slip to print out and attach to your order.
Where applicable, you will be charged a non-refundable shipping fee. In the case of a refund, this shipping fee will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
For any further questions about or Refund Policy or Returns, contact us at email@example.com.