Shipping & Returns Policy
RETURN POLICY
You have the right to return products purchased on www.monzato.com (the “Website”) by notifying Monzato Corporation (the “Vendor”) within Seven (7) days from the day you receive the products. Once you have exercised your right of return in accordance with the procedures set forth below, the products to be returned must be handed over to the courier in one single shipment within Seven (7) days of from the day you receive the products. You will therefore be refunded for the price of the product or products that were originally purchased, according to the terms provided for in this policy.
1. RETURN CONDITIONS
The Vendor only accepts returns of merchandise within the time frames set forth above, and will reimburse the purchase price of the products (minus shipping fees, and tax payable as applicable) only if the following conditions have been met:
1. The products have not been used, worn or washed and are in the same conditions in which they were received and, in any case, must be compliant with the requirements detailed in the section on Compliance Checks below;
2. The identification tag (with the disposable seal) and labels are still attached to the products;
3. The products are returned in their original packaging; and
4. The products are not damaged.
You cannot return customised or personalised products, or sealed items that were opened after delivery and that cannot be returned due to health or hygiene reasons (e.g., cosmetics). Final sales items, swimwear, undergarments, and jewellery cannot be returned.
Items purchased through Monzato’s IndiviDUALITY Auction option are non-returnable and non-exchangable.
2. RETURN PROCEDURES
You can inform the Vendor of your intention to return merchandise by completing and submitting the Return Form to the Vendor through the Contact Us area of the Website. The Vendor will send you an email confirming that they have received the completed Return Form. The Vendor recommends that you use a trackable return service such as UPS, FedEx, DHL for returning products. If you prefer to send the returned merchandise with a courier of your choice other than listed above, you may do so at your expense and at your own risk. Upon receipt of returned goods to our warehouse, there will be compliance checks, and if return conditions are met, you will receive a refund minus shipping (and import tax if borne by us in the arrangement).
3. COMPLIANCE CHECKS
Our products must be returned in a new and unused state, in perfect condition, with all protective materials in place and tags and stickers attached to them (if applicable), including all accessories and documents. We reserve our right not to accept any return if the product shows signs of wear or has been used or altered from its original condition in any way or, as an alternative, may reduce the amount of any applicable refund or exchange accordingly. For example, we may make a reduction in the following circumstances:
1. the product(s) have been used, worn, damaged or washed;
2. the identification tag with the disposable seal is not attached to the product(s) or has not been returned. Please note that identification tag constitutes an integral part of each product; and/or
3. you have not returned any packaging which is an integral part of a product (such as a dust bag).
You will be informed if we propose to reduce your refund for this reason. In this instance, you may (as an alternative to us providing you with a reduced refund) choose to have the products sent back to you at your own expense. Should you refuse this option, Monzato reserves the right to retain the products and the amount noted for the decreased refund, due to the decrease in value of the returned products.
4. REFUND TIMES AND PROCEDURES
REFUNDS ARE PROCESSED WITHIN APPROXIMATELY BETWEEN SEVEN (7) TO FOURTEEN (14) BUSINESS DAYS OF OUR RECEIPT OF THE RETURNED MERCHANDISE AND CONFIRMATION THAT THE RETURN CONDITIONS HAVE BEEN SATISFIED. YOUR REFUND WILL BE CREDITED BACK USING THE SAME PAYMENT METHOD USED TO MAKE THE ORIGINAL PURCHASE ON THE WEBSITE.
5. RETURN OF DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS
Refund times depend on the payment method originally used:
Credit/debit card: refund times will depend on the credit or debit card company’s policies, but will normally take place within two billing cycles.
You have the right to return products purchased on the Website due to an error on our part or because product(s) are damaged or defective, provided that you notify the Vendor within seven (7) days of receipt of the product(s), by completing and submitting a Return Form through the Contact Us area of the Website. Please contact the Customer Care before returning the products. You must return the product(s) by mail in the same condition in which they were received, unused, unworn and unwashed, in their original packaging and with their identification tag attached with the disposable seal.
6. IDENTIFICATION TAG AND GARMENT AND ACCESSORY BOXES
All products sold by the Vendor include an identification tag attached with a disposable seal, which constitutes an integral part of the product. Please try on the products without removing the tag or seal. Products returned without the tag and seal will not be accepted.
Accessories and Monzato boxed items must be returned with its box in its original condition. Please do not affix the return label on the original box, but rather the shipping box.
7. LIMITATION OF LIABILITY
The vendor makes no representations or warranties of any kind, express or implied, as to the products included on the website or as the merchandise being sold to you. To the fullest extent permissible by applicable law, the vendor disclaims all warranties, express or implied, including but not limited to implied warranties of quality, merchantability, fitness for a particular purpose and noninfringement, and there are no warranties, express or implied, which extend beyond the description of the merchandise contained on our order confirmation. The vendor will not be liable for damages of any kind arising from the products, including but not limited to direct, indirect, incidental, punitive and consequential damages, loss of profit, revenue, opportunity, or data.
Notwithstanding the foregoing, in the event that the vendor is found liable in respect of any loss, damage or cause of action (whether contractual, extra-contractual or otherwise) arising out of or in connection with any product, the vendor’s liability shall be strictly limited to the sale price of that product.
Certain country and/ or state laws do not allow limitations on implied warranties or the exclusion or limitation of certain damages. If these laws apply to you, some or all of the above disclaimers, exclusions, or limitations may not apply to you, and you might have additional rights.
8. GOVERNING LAW AND DISPUTE RESOLUTION
These terms are an integral part of the General Terms and Conditions of Sale and are governed by Singapore law. All legal proceedings arising out of or in connection with this Return Policy shall be brought solely in the Republic of Singapore. The United Nations Convention on Contracts for the International Sale of Goods shall not apply to any purchase or sale hereunder.
9. AMENDMENTS AND UPDATES
The Vendor may amend or update all or any part of this Return Policy at any time in its sole discretion and without notice. Any amendments and updates to the Return Policy shall be effective upon publication on the Website. Please access the Return Policy on the Website regularly in order to check whether the Return Policy has been updated. If any provision of any part of this Return Policy shall be deemed invalid, void or unenforceable, that provision shall be deemed severable and shall not affect the validity and enforceability of the remaining Return Policy.
SHIPPING
Monzato offers complimentary worldwide shipping for orders above US$350. Please allow 3-7 days for international courier delivery*. Please contact us at [email protected] with any questions about international shipping abilities.
All orders are processed Monday through Friday, excluding Public holidays. Monzato does not ship on weekends or Public holidays.
Deliveries are made Monday to Friday from 9am – 8pm. An adult signature will be required upon delivery. Monzato cannot be held responsible for any unanticipated delivery delays beyond Monzato’s control.
Please allow 2-3 business days for order processing, pending product availability and payment verification. Once an order has been placed, it cannot be modified or cancelled. Please confirm that all order details are correct before completing the checkout process.
You will receive an automatic confirmation email once your order has been placed. If you do not see the order confirmation within a few minutes of ordering, please check your spam email folder.
Some items may become unavailable even after an order has been placed, due to high demand. In this case, a refund will be issued to the original payment method for the amount initially paid. Please allow 3-5 business days for the refund to appear on your bank statement.
Pre-order, Back-order, Made to Order and DIY items will ship on the estimated date noted on the product description page. These items will ship through Premium Express once they become available.
Once your order has been processed by our fulfilment team, you will receive a shipping confirmation email with tracking information enclosed.
Orders may experience shipping delays during special releases, major holidays, and due to Covid-19 constraints. Monzato is unable to ship to p.o. box, apo, or fpo addresses. All orders with a p.o. box, apo, or fpo address will be cancelled.
All international orders are shipped delivery duties unpaid (ddu). The customer is responsible for all customs, duties, taxes, and fees upon delivery.
Please contact your local customs office for assistance with estimating such additional costs.
Please note that once proof of delivery is attached to a tracking number, Monzato is not responsible for lost, damaged, or stolen items. All risks are assumed by the courier and/ or customer.
All orders are reviewed by our security team and can be cancelled by Monzato for security reasons at any time.
If you have any additional questions or require further assistance regarding shipping, please contact us at [email protected].
*shipping times are not guaranteed subject to courier delays beyond our control, and do not account for the 2-3 day order processing window.