Your 100% satisfaction is important to us. If you have any questions and concerns, please feel free to contact us.
30-Day Return & Exchange Policy
How long does a return service expire after purchase? Is there a charge?
Most items fall within the 30-day return window of delivery.
You are free to initiate a return within 30 days of receipt whenever you are not satisfied with the product, but you have to pay for the return or exchange cost if no quality issues are involved. （Include shipping costs, and breakage fees for sending back products）Also, you’ll need to send them back exactly how they came， which means it has to be in the same like-new condition and you have to return it in its original packaging.
How to return the items?
1. Please contact us: service@mondawe.com. (Note: Don't mail back to the original address, Mondawe will inform the return address in the email)
2. State the reason for the refund and provide a purchase order. For products with quality problems, you should provide the appropriate pictures and videos. For non-quality issues, customers state the reason for return so that we can make better improvements to the product.
3. Package the Item(s). Please ensure all parts are in the original packing way. (Note: Do not scribble on the original packaging, such behavior will affect our secondary sales. We have the right to make relevant deductions to you)
4. Ship Out the Package(s) via trackable shipping methods. Provide us with the tracking number and carrier (Untrackable return will delay refund).
You will receive a notification email within 3-5 working days after we received your item(s), and when the refund is processed. The refund will be made to the account that the funds were originally drawn from.
Please note that for a credit card payment refund, please allow up to one billing cycle for your account to be credited. Please do not request a chargeback from your credit card company during the return process due to the time it takes to resolve chargeback disputes. It is usually better to be patient and wait for the return process to run its course. Or if an unusual delay occurs, please contact us for assistance.
A few items can’t be returned, including:
- Items you have already assembled
- Items marked “Non-Returnable” on the sale page.(For non-quality returns, we have the right to return only up to 50% of the amount for you, please note that a good understanding of the product after careful purchase.)
- Open Box Items
- Any item that is more than 30 days after delivery
General Return
You can initiate a return within 30 days of receipt if you are not satisfied with the items. All returned items must be in brand-new condition, uninstalled and/or non-assembled, unused, no pieces missing and with original tags and packaging. You have to pay for the return or exchange cost if no quality issues are involved.
Defective Return
To qualify for a defective return, one of the following must apply:
- Item has a defect or is faulty or malfunction
- An incorrect item was received
- Missing part(s)
- Damaged
We recommend you check the items within 48 hours of receipt and report to our customer service as soon as possible. Please offer a copy of your original order confirmation, confirm the item number & QTY of the defective item(s), and photographs or video clearly showing the defect(s). Depending on the situation, we will be responsible for refunds, exchanges, or replacements according to your preference within 30 days of receipt. After 30 days, Mondawe will make every attempt to rectify,
Supplement Terms
1. Damaged items mean items that have been damaged in shipping.
To help you efficiently, please report to customer service the damaged product within 48 hours after you receive the item, and do not discard the damaged item&its packaging.
2. Undeliverable and Refused Package
If a delivery is refused for any reason or considered undeliverable due to an invalid shipping address, you will be charged a penalty that may include but is not limited to extra shipping charges and handling fees.
REFUND OPTIONS
You can choose to receive store credit for your return or have the original payment method refunded. Any associated return shipping costs will be deducted from the refund amount. More details can be found in Refunds.
1. I RECEIVED A DAMAGED OR INCORRECT PACKAGE!
Don't worry, we’ll take care of it and work with you to find the best solution.
If you receive the wrong item or it arrives damaged, do not unpack or install it. Please contact us so we can arrange for a replacement. Once you have installed the item, it cannot be returned.
2. WHAT ARE MY REFUND OPTIONS
You can receive a refund to Store Credit (never expires!) or to your original payment method, minus return shipping costs as per our Return Policy.
3. WHEN WILL I RECEIVE MY REFUND
- For credit card refunds, we’ll begin issuing your refund once we’ve received your returned item(s) correctly. Most banks will process the refund within 3-5 business days.
- For all other refund methods, please allow up to 2 weeks for us to fully process your return and issue your refund.
4. Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at service@mondawe.com.
