Refund policy
Our Return Policy lasts 15 days and it takes effect from the time you receive your purchase. If more than 15 days have gone by since delivery of your purchase, unfortunately we can’t offer you a refund, exchange or price equivalent in store credit.
Assuming you return your purchase within 15 days from receipt, to be eligible for a return you must:
1. Have purchased directly from the official Monthli online store. You will also need the receipt or proof of purchase when requesting your return.
2. Your device must be in good physical condition, not physically broken or damaged, and in its original packaging.
3. All accessories originally included with your device must be included with your return. Product packaging must be intact and returned to us in an appropriate shipping container.
4. In the event of a product defect, photographic proof of said defect must be provided in order for your return to be approved.
5. Product must be physically returned to the return facility address provided by our customer care via a trackable courier service.
6. Monthli does not cover return Shipping and Handling Charges, gift wrap fees and/or taxes paid (e.g., state-tax, customs, VAT).
If your return does not follow these terms, your refund may be denied.
To start a return, you can contact us at info@lovemonthli.com. If your return is accepted, we will send you instructions on how and where to send your package. Return the device (in its original packaging) via a trackable courier service to the address provided by our customer care representative. Items sent back to us without first requesting a return will not be accepted. Postage costs for the sending and return of our device are the full responsibility of the Claimant and will not be refunded. Under no circumstances will exemptions from this return procedure be provided. Any customs fees and charges that may incur during the return shipping process are the sole responsibility of the Claimant and will not be refunded. Each returned device is subject to a $15 restocking fee. The restocking fee will be automatically deducted from the refunded amount.
For reasons of health protection, sanitary and hygiene, we cannot offer refunds on our products unless they are returned within 15 days from the time you received your purchase, new, unused/unworn, and intact in their original packaging. In the event that the gel pads included have been opened and or used by the claimant, the full retail value of each pair of used gel pads will be deducted from the refunded amount. We ask that you do not include the used and or worn gel pads with your return in order to protect the health and safety of our return facility workers. Return of the gel pads will not be approved after they have been unsealed or the packaging opened because resale or reuse of these gel pads are impossible.
To ensure the quick processing of your return, please confirm the return facility address with our customer service at info@lovemonthli.com and provide us with the tracking number. All products must be returned to the return facility address confirmed by our customer service agent, otherwise we may reject your return. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. Return will be processed within 15 days upon receipt of the returned item at the returns facility. Once the return has been processed, we will also notify you of the approval or rejection of your return.
Incomplete, indecipherable or illegible claims will be deemed invalid.
We don’t guarantee that we will receive your returned item and are not required to refund any products not physically received.
You can always contact us regarding any return question at info@lovemonthli.com
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue(s) and make any necessary correction(s).
Exceptions / Non-Returnable Items
Certain types of items cannot be returned, like personal care goods (such as gel pads). We do not accept the return of any used gel pads or unopened gel pads without its original packaging. Please get in touch if you have questions or concerns about your specific item.
In the event that the gel pads included have been opened and or used by the claimant, the full retail value of each pair of used gel pads will be deducted from the refunded amount. We ask that you do not include the used and or worn gel pads with your return in order to protect the health and safety of our return facility workers. Return of the gel pads will not be approved after they have been unsealed or the packaging opened because resale or reuse of these gel pads is impossible.
Unfortunately, we cannot accept returns on sale items or gift cards. Inbound shipping and handling fees, as well as any shipping insurance coverage paid, are not refundable and will be deducted from the total refund.
Exchanges
Approved returns may be refunded or exchanged. If you need to exchange your purchase for the same item or you want to request for a refund send us an email at info@lovemonthli.com
Cancellations
Cancellations must be requested by contacting our Customer Care. Please note that we are focused on shipping your order as fast as possible, so the cancellation window is very small. Once the order reaches a certain point of the fulfillment process, we may not be able to cancel your order. But don't worry! Your order comes with a 15 day money back guarantee, so we encourage you to try the device. You can always return it if you're not happy with the purchase. Successful order cancellation requests are subject to a 5% cancellation credit card processing fee.
Refunds
We will notify you once we’ve physically received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Approved refunds will be issued to the same payment method used for the order. For orders made by credit card, the amount to be refunded will be visible on the next bank statement of the card. The time of processing may vary depending on the issuing company of the credit card, this time generally takes up to 15 working days. Refund of orders made by bank transfer will be completed on the original bank account within 48 hours from issuance of credit note and only after receiving the bank details from customers. Refund is made on the same currency of the original order. Possible difference in the refunded amount may depend on variations of the currency exchange rate and will not be refunded.
If the Claimant no longer has access to the original payment method, then it is the Claimant's responsibility to contact the bank or agency for the original payment method to claim the funds after the refund is sent. A refund can take up to 10-12 business days to be credited back to the Claimant.
Contact Info
E-mail: info@lovemonthli.com
Business Address: M4W 0A8, Toronto Ontario, Canada