Refunds & Return
What is Monovon's Return Policy?
Monovon accepts returns within 14 days of receiving your package. If you do not request a return within this period, we are unable to process a refund due to our policy.
If you are eligible for a return, please note that we do not cover shipping costs for returns due to personal reasons. The returned goods and packaging should be in good condition.
If the return is due to a product malfunction, please take photos or videos of the item and contact us. We will cover return shipping costs and issue a refund, or offer to reship a new item with a discount.
How do I start the return process?
To begin the return process, please email support@monovon.com with your order number and reason for the return.
What if I don’t have my order number?
To locate your order number, provide us with a valid email address, your full name, and shipping address. The order number can also be found on your Monovon account, packing slip, or order confirmation emails.
How should I package my return?
Use a cardboard box to ship your return and include a paper with your order ID inside the package. Fill any excess space with packing peanuts or bubble wrap to prevent damage during transit. Returns damaged due to poor packaging will not be eligible for a refund.
How to Obtain the Return Address?
The return address must be obtained by contacting Monovon. Please do not send the item back without reaching out to us first to avoid inconvenience or unnecessary losses. Note that our return address is different from the one on the package label.
Typically, our return address is: Ginsheimer Str.8, 65462 Ginsheim-Gustavsburg, Frankfurt, Germany.
How long will Monovon take to process my return?
Processing a return takes 5-7 business days once delivered to our warehouse. If approved, your refund will be issued within 48 hours. For US credit cards, refunds typically appear within 2-3 business days. For international credit cards, it may take 5-7 business days or longer, depending on your financial institution.
If you have not received your refund, please contact us at support@monovon.com.
If I need to return my order for a refund, am I required to return the free gifts that came along with it?
You are welcome to keep any free gifts that came with your order.
Does Monovon provide return labels?
We do not provide shipping labels for returns or cover the cost for domestic or international returns, except in specific situations.
What happens if my return is lost in the mail?
Save your return tracking number until you receive confirmation that your package has been processed. Take a photo of your return slip from the courier, as it may help if your package is lost. Refunds cannot be issued for items not safely returned to Monovon. However, a claim can be opened with a tracking number showing confirmed delivery.
Why did I not receive a full refund?
Shipping fees for all orders are nonrefundable and may be deducted from your refund. Partial refunds may be granted in certain situations.
If the return is due to consumer error, the consumer is responsible for the shipping fee, based on the chosen express company. If the return is due to our error, such as damaged or incorrect goods, the consumer will not bear the shipping fee.
Notices
1. If you need to return the product, it should be packed in the original box. If the original box is lost, an additional fee of 15 GBP will apply.
2. If the following situations occur, customers should bear an additional shipping fee of 25 GBP:
a. Delivery fails due to an incorrect address provided by the customer.
b. The customer refuses to accept the package or does not pick it up upon arrival.