MONAT Global Australia PTY LTD (ACN 643 469 818) - Refunds, Returns and Cancellation Policy

30 Day Money Back Guarantee:

MONAT Global Australia offers a 30-day money-back satisfaction guarantee (less shipping charges).

If, for any reason, you are not satisfied with any MONAT Global Australia product you buy, you may return the unused portion of the product to MONAT Global Australia within 30 days for a full refund of the purchase price (less shipping charges). Each order confirmation email will include a sales receipt with a notice of your rights to cancel that product purchase.

SHIPPING, RETURNS, AND REFUNDS

While we continue to navigate and respond to current events, MONAT Global Australia 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 Global Australia is confident that you’ll love everything you purchase from us. We offer a 30-day money back satisfaction guarantee (excluding shipping charges) to all customers and Market Partners.

After 30 days, MONAT Global Australia 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 Costs

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 labelled on marketing material that it is non-exchangeable and non-refundable, there will be no refund offered. If the promotional order is clearly labelled 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 Costs

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 labelled on marketing material that it is non-exchangeable and non-refundable, there will be no refund offered. If the promotional order is clearly labelled 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 enrolment and/or standard 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 eligible items are accepted within 90 days of receipt. Products must be returned unopened/unused, and in their original packaging. To return a product for a refund, you must return it directly to MONAT Global Australia and follow the steps listed below:


  1. You must first obtain a Return Authorisation Number (RMA) by contacting the MONAT Global Australia Customer Support team on 1800 517 427 by email at AuMonatSupport@monatglobal.com. You will need to provide the order number and specify if requesting a full refund or partial refund.
  2. Proper shipping boxes and packing materials must be used in packaging the products being returned for replacement or refunded. All returns must be shipped to MONAT Global Australia shipping pre-paid. MONAT Global Australia does not accept shipping-collect packages. The risk of loss in shipping for returned product shall be on the VIP Customer returning the product. If returned product is not received by the MONAT Global Australia’s Distribution Centre, it is the responsibility of the VIP Customer to trace the shipment.
  3. The items must be returned to MONAT Global Australia within 90 days from the date of receipt. Please ship all items to: MONAT Global Australia Returns
    c/o FDM, 7 Eucalyptus Place, Eastern Creek NSW 2766

The items must be unopened and unused and with packaging and labeling that has not been altered or damaged.

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.

Nothing listed above affects your statutory rights under the Australian Consumer Law and is not intended to limit or exclude the availability of those rights and any remedies under the Australian Consumer Law when a product does not comply with a statutory guarantee.

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 also ship to Canada, the United Kingdom, Ireland, Poland, Spain, Lithuania, 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.

Shipping Costs

Standard Delivery $14.95


All orders of $130 or more (including GST) receive free shipping while a VIP Customer and/or Market Partner are enrolled 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.

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.

CANCELLATION PROCESS

VIP FLEXSHIP PROGRAM CANCELLATION


Freedom of Cancellation: Please call our Customer Care team to opt out of the VIP Flexship Program at any time. Please note: By joining MONAT Global Australia’s VIP Flexship Program, you agree to purchase (3) qualifying Flexship Orders (1 Enrolment order + 2 Flexship orders) of $130 or more. MONAT Global Australia will assess the following cancellation fees if you do not complete the minimum lifetime requirement of (3) qualifying Flexship Orders (1 Enrolment order + 2 Flexship orders):


  • $35 = Enrolment order only completed
  • $25 = Enrolment order + 1 Flexship order completed

If you cancel your VIP Customer account within the first 30 days of receiving your product, your enrolment fee of $29.95 is refundable. After the first 30 days of receiving your product, your enrolment fee of $29.95 is non-refundable.

You can contact MONAT Global Australia Customer Care at 1800 517 427 by email at AuMonatSupport@monatglobal.com

MONAT Global Australia Customer Care Hours:

Monday to Friday: 9 a.m.–5:00 p.m. AEST


MARKET PARTNER CANCELLATION/RESIGNATION

Please refer to MONAT Global Australia Policies and Procedures, Section 7.4 – RETURN OF INVENTORY AND SALES AIDS BY MARKET PARTNERS UPON CANCELLATION for additional rights, process and general information.