MONAT Global Australia PTY LTD trading as MONAT Global New Zealand Refunds, Returns and Cancellation Policy
30 Day Money Back Guarantee:
MONAT Global Australia PTY LTD trading as MONAT Global New Zealand ("MONAT New Zealand") offers a 30-day money-back satisfaction guarantee (less shipping and handling charges).
If for any reason, you are not satisfied with any MONAT New Zealand product you buy, you may return the unused portion of the product to MONAT New Zealand within 30 days for a full refund of the purchase price (less shipping and handling 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 New Zealand 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 New Zealand 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 New Zealand 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 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 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 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 New Zealand and follow the steps listed below:
- You must first obtain a Return Authorisation Number (RMA) by contacting the MONAT New Zealand Customer Support team at 0800 442 677 by email at NZMonatSupport@monatglobal.com. You will need to provide the order number and specify if requesting a full refund or partial refund.
- 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 New Zealand shipping pre-paid. MONAT New Zealand 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 New Zealand's Distribution Centre, it is the responsibility of the VIP Customer to trace the shipment.
- The items must be returned to MONAT New Zealand within 90 days from the date of receipt. Please ship all items to:
MONAT Global Australia PTY LTD trading as
MONAT Global New Zealand Returns
c/o FDM, 96 Highbrook Drive, East Tamaki
Auckland, 2031 New Zealand
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 New Zealand Consumer Guarantees Act and is not intended to limit or exclude the availability of those rights and any remedies under the New Zealand Consumer Guarantees Act 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 a 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 days 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, New Zealand, 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 NZD $14.95
All orders of NZD $140 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.
Order Handling Fees
A flat NZD $3.50 fee on all order types.
Taxes
MONAT New Zealand charges applicable goods and services tax (GST) on all orders. GST of 15% is included in the purchase price and itemised on the Order Summary page.
MARKET PARTNER CANCELLATION/RESIGNATION
Please refer to MONAT New Zealand Policies and Procedures, Section 7.4 - RETURN OF INVENTORY AND SALES AIDS BY MARKET PARTNERS UPON CANCELLATION for additional rights, process, and general information.
