MONAT Refunds, Returns, and Cancellation Policy
30-Day Money-Back Satisfaction Guarantee:
MONAT offers a 30-day money-back satisfaction guarantee (less shipping 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
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 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
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:
1. You must first obtain a Return Authorization Number (RMA) by contacting the MONAT Customer Support team on 0800 098 8297 or by email at UKMONATSupport@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. 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.
3. The items must be returned to MONAT within 90 days from the date of purchase. Please ship all items to:
MONAT Returns
c/o Cygnia Logistics, Gowerton Road, Brackmills, Northampton, NN4 7BW
4. 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.
All orders are assessed a handling fee as follows:
For VIP & Retail Customers: Orders of £55 or less: £2.65, Orders of £55.01 or more: £3.95. MONAT charges applicable sales tax on all orders.
For Market Partners: Orders of £55 or less: £3.95. Orders of £55.01 or more or more: £5.00. MONAT charges applicable sales tax on all orders.
CANCELLATION PROCESS
FLEXSHIP PROGRAMME CANCELLATION
Freedom of Cancellation: Please contact our Customer Care team to opt out of the VIP Flexship Programme at any time.
1. Call our MONAT Customer Care team at 0800 098 8297
2. Chat with us by accessing to your VIP Account www.mymonat.com and click on: Live Chat
3. Email us at UKMONATSupport@monatglobal.com
Please note: Once you have enrolled, MONAT will assess the following cancellation fees if you do not complete the minimum lifetime requirement of 3 Flexship orders:
- £19 = Enrolment Order only completed
- £15 = Enrolment Order + 1 Flexship Order completed
*VIP Customers who enrol after 1st March 2022 are not subject to cancellation fees.
