Returns & Refunds Policy

At Monlura, we are committed to providing you with premium products and an exceptional shopping experience. We understand that sometimes a product may not be exactly what you expected. This Returns & Refunds Policy outlines the conditions, timeframes, and procedures for returning an item purchased on https://monlura.com.

1. Standard Return Window

We offer a 30-day return policy. You have 30 calendar days from the date your item is delivered (based on carrier tracking information) to request a return. If 30 days have passed since your delivery, unfortunately, we cannot offer you a refund or exchange.

2. Eligibility Criteria for Returns

To be eligible for a return, your item must meet the following strictly enforced conditions:

• Unused and Resalable: The item must be in the exact same condition that you received it—unworn, unused, and free of any signs of wear, scratches, or damage.

• Original Packaging: The item must be returned in its original, undamaged packaging with all tags attached.

• Complete Components: For any devices, tools, or electronic items, all original accessories, cables, manuals, and protective materials must be included in the return package.

• Proof of Purchase: A valid order number, receipt, or proof of purchase is required.

3. Return Shipping Costs & Labels

Responsibility for return shipping costs depends on the reason for the return:

• Defective, Damaged, or Incorrect Items: If the return is due to an error on our part (e.g., you received a defective item or the wrong product), Monlura will cover the return shipping costs. We will provide you with a prepaid return shipping label.

• Change of Mind / Buyer's Remorse: If you are returning the item because you changed your mind, ordered the wrong size/color, or simply no longer want it, you (the customer) will be responsible for paying the return shipping costs. We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

4. How to Initiate a Return

To start a return, please follow these steps:

1. Contact our support team at storemonlura@gmail.com with your Order Number and the reason for the return.

2. If your return is accepted, we will provide you with a Return Merchandise Authorization (RMA) and clear instructions on how and where to send your package.

3. Important: Items sent back to us without first requesting a return authorization will NOT be accepted and will be discarded or returned to you at your expense. Please do not send your purchase back to the manufacturer.

5. Damages, Defects, and Order Issues

Please inspect your order immediately upon reception. If the item is defective, damaged in transit, or if you received the wrong item, contact us within 48 hours of delivery at storemonlura@gmail.com.

• Evidence Required: To expedite a resolution for damaged or defective products, you must include clear photographs or a short video demonstrating the defect or damage, along with photos of the shipping label and the external packaging. This allows us to evaluate the issue and make it right immediately.

6. Exceptions / Non-Returnable Items

Certain types of items cannot be returned under any circumstances to ensure hygiene and safety standards:

• Perishable goods (such as food, flowers, or plants).

• Custom products (such as special orders or personalized items).

• Personal care goods (such as beauty products or grooming items).

• Hazardous materials, flammable liquids, or gases.

• Final Sale Items: Unfortunately, we cannot accept returns on items marked as "Final Sale" or on digital gift cards.

7. Exchanges

We do not offer direct exchanges. The fastest and most secure way to ensure you get what you want is to return the item you have following the process above. Once the return is accepted and the refund is processed, you can make a separate purchase for the new item.

8. European Union 14-Day Cooling-Off Period

Notwithstanding the above, if your merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without justification. The item must still meet the eligibility criteria outlined in Section 2 (unused, original packaging, all components included).

9. The Refund Process

1. Inspection: Once your return is received at our facility, we will inspect the item to ensure it meets our return criteria. We will notify you via email regarding the approval or rejection of your refund.

2. Processing: If approved, your refund will be processed automatically, and a credit will automatically be applied to your original method of payment within 7 to 10 business days.

3. Restocking Fees: We do not charge a standard restocking fee. However, if an item is returned in a condition that violates our policy (e.g., missing parts, damaged by the user, not in original packaging), we reserve the right to reject the refund entirely or deduct a partial fee to cover the loss in value.

10. Late or Missing Refunds

Please remember it can take some time for your bank or credit card company to process and post the refund to your account.

• If you haven’t received a refund yet, first check your bank account again.

• Then contact your credit card company or bank, as there is often a processing time (up to 15 business days) before a refund is officially posted.

• If you have done all of this and you still have not received your refund, please contact us at storemonlura@gmail.com.