MONAT Global Australia PTY LTD (ACN 643 469 818) - Refunds, Returns and Cancellation Policy
30 Day Money Back Guarantee:
MONAT offers a 30-day money-back satisfaction guarantee (less shipping and handling charges).
If, for any reason, you are not satisfied with any MONAT product you buy, you may return the unused portion of the product to MONAT within 30 days for a full refund of the purchase price (less shipping and handling charges).
SHIPPING, RETURNS, AND REFUNDS
While we continue to navigate and respond to current events, MONAT is committed to making the safety of our employees and community of customers a top priority. As we fulfill orders and process returns at our warehouse, increased safety precautions are being taken at every step, and we are doing everything we can to ship your orders in accordance with our regular schedule.
Order and Shipping Confirmation
You will receive an email confirmation once your order has been successfully placed, which will include your order number and shipping method. Please make sure your shipping address is correct as we are unable to redirect goods once they are on route to you.
Orders can take up to 5–7 business days to be processed and shipped. Once your order is prepared for shipment, you will receive a shipping confirmation email with your tracking information.
Return Policy
MONAT is confident that you’ll love everything you purchase from us. We offer a 30-day money back satisfaction guarantee (excluding shipping and handling charges) to all customers and Market Partners.
After 30 days, MONAT offers a 90% refund of the purchase price (excluding shipping and handling charges) on the return of all unopened and unused product. We will happily refund the purchase price (excluding shipping and handling charges) of returned item(s) to the original form of payment. Any returns after 90 days from when the customer or Market Partner receives their order will not be accepted.
RETURN & REFUND POLICY FOR RETAIL AND VIP CUSTOMERS
Product Return Timeframe
Refund of Purchase Price
Refund of Shipping and Handling Fees
Customer Responsible for Return Shipment Cost
Order* returned within 30 days after delivery date
FULL
NO**
YES
Order* returned after 30 days after initial delivery date
90%
NO**
YES
Order returned after 90 days after initial delivery day date
NO
NO
N/A
* Could be partial or full order. If the product and/or promotional order in which the customer purchased is clearly labeled on marketing material that it is non-exchangeable and non-refundable, there will be no refund offered. If the promotional order is clearly labeled that the whole order must be returned in order to receive a full refund, and is not, the customer will not receive a refund.
** If the VIP customer had a qualifying enrolment and/or Flexship order, they will not be charged shipping for their order; therefore, there will be no shipping that will be deducted from their refund.
RETURN & REFUND POLICY FOR MARKET PARTNERS
Product Return Timeframe
Refund of Purchase Price
Refund of Shipping and Handling Fees
Market Partner responsible for return shipment cost
Order* returned within 30 days after delivery date
FULL
NO**
YES
Order returned after 30 days after initial delivery date
90%
NO**
YES
Order returned after 90 days after initial delivery date
NO
NO
N/A
Starter Kit and/or Product Pack Order* returned within one year after initial delivery date
90%
NO
YES
* Could be partial or full order. If the product and/or promotional order in which the customer purchased is clearly labeled on marketing material that it is non-exchangeable and non-refundable, there will be no refund offered. If the promotional order is clearly labeled that the whole order must be returned in order to receive a full refund, and is not, the customer will not receive a refund.
** If the Market Partner had a qualifying Flexship order, they will not be charged shipping for their order; therefore, there will be no shipping that will be deducted from their refund.
Items Not Eligible for Return
Please note that we do not accept returns of final sale merchandise or products that are specified as non-returnable in its description, unless they are faulty. Any exceptions to this policy will be listed under product details on the product page.
How To Return Your Order
Returns on items eligible for returns are accepted within 90 days of receipt. Items must be returned unopened/unused, in their original packaging. To return product for a refund, you must return the products directly to MONAT and follow the steps listed below:
- You must first obtain a Return Authorization Number (RMA) by contacting the MONAT Customer Care team at 1800 517 427 or by email at AuMonatSupport@monatglobal.com. You will need to provide the order number and specify if requesting a full refund or partial refund.
- Proper shipping cartons and packing materials must be used in packaging the products being returned for replacement. All returns must be prepaid by the Market Partner or Customer. MONAT does not accept shipping-collect packages. The risk of loss in shipping for returned product shall be on the Market Partner or Customer returning the product. If returned product is not received by the MONAT’s Distribution Centre, it is the responsibility of the Market Partner or Customer to trace the shipment.
- The items must be returned to MONAT within 90 days from the date of purchase. Please ship all items to:
MONAT Global Australia Returns
c/o FDM, 7 Eucalyptus Place
Eastern Creek NSW 2766 - Any merchandise that is clearly identified at the time of sale as non-returnable, discontinued, or as a seasonal item, may not be returned for a refund.
Receiving A Refund
A refund will be issued once we have received your returned items. Any items that are damaged when we receive them are not eligible for refund. Refunds do not include any shipping or handling charges, except in the case of faulty or damaged items. Your refund will be credited to the original form of payment used for the original transaction and will be in the amount of the product price less shipping and handling fees.
Please note that credit card refunds may take up to 10 business day for your bank to complete, depending on their processing times. This can vary greatly between credit card issuers.
Where We Ship
We currently ship to U.S. addresses including Alaska, Hawaii and U.S. Territories. We do not ship to PO Boxes/FPO addresses.
We also ship to Canada, the United Kingdom, Ireland, Poland, Australia, and Guam, and we are working on expanding to other countries soon. Please note, not all items can ship to all countries. Non-US shipping eligibility is indicated on the item detail page.
Please note, MONAT strictly prohibits shipments to Freight Forwarding companies.
Shipping Costs
Standard Delivery AUD $14.95
All orders of AUD $130 or more (including GST) receive free shipping while a VIP Customer and/or Market Partner are enroled with an active Flexship. However, if you cancel your Flexship, you will not receive free shipping on product orders. Applicable shipping charges will be added to orders below this threshold as specified when you place your order.
Order Handling Fees
A flat AUD $2.99 fee on all order types.
Taxes
MONAT Global Australia charges applicable goods and services tax (GST) on all orders. GST of 10% is included in the purchase price and itemised on the Order Summary page.
