Refund policy

Return and Refund Policy

At Monback, we want you to be happy with your purchase. If for any reason you are not completely satisfied with your order, you may request a return in accordance with the policy below.

Returns

You have 14 days from the date you receive your order to notify us that you wish to return an item.

Once your return request has been accepted, you will have a further 14 days to send the item back to us.

To be eligible for a return, your item must be:

Unworn and unused
In its original condition
Free from marks, stains, make-up, perfume or other signs of wear
Returned with all original tags and packaging, where applicable

We reserve the right to refuse a return or make an appropriate deduction from the refund where an item has been used, damaged or handled beyond what is reasonably necessary to inspect it.

To request a return, please contact us at support@monbackuk.com with your order number and the reason for your return. We will provide you with the relevant return instructions.

Please do not send items back without first contacting our customer support team.

Return Shipping

Unless the item is faulty, damaged, incorrect, or otherwise required by applicable law, customers are responsible for the cost of returning their order.

We recommend using a tracked postal service and keeping your proof of postage until your return has been processed.

Refunds

Once we receive and inspect your return, we will notify you of the outcome.

If approved, your refund will be issued to your original payment method. Please allow several working days for the refund to appear in your account after it has been processed. Processing times may vary depending on your bank or payment provider.

Where required under applicable UK consumer law, the original standard delivery charge will also be refunded when you cancel and return an entire eligible order.

Additional delivery costs resulting from choosing an enhanced or express delivery service may not be refundable.

Faulty, Damaged or Incorrect Items

Please inspect your order as soon as it arrives.

If you receive an item that is damaged, faulty or different from what you ordered, contact us as soon as possible at support@monbackuk.com.

Please include your order number, a description of the issue and, where appropriate, photographs showing the problem.

We will review the issue and arrange an appropriate solution in accordance with your statutory rights.

Exchanges

If you would like a different size, colour or item, please contact support@monbackuk.com.

Availability cannot be guaranteed. Where a direct exchange is unavailable, you may need to return the original item and place a new order.

Non-Returnable Items

For hygiene and safety reasons, certain products may not be eligible for return once their protective seal has been removed or where otherwise permitted by law.

This may include certain underwear, intimate garments, pierced jewellery or other hygiene-sensitive products.

This restriction does not affect your rights where an item is faulty or not as described.

Order Cancellations

If you are a UK consumer purchasing online, you generally have a legal right to cancel eligible purchases within 14 days after receiving your goods, subject to statutory exceptions.

If your order has not yet been dispatched, contact us as soon as possible and we will try to cancel it before shipment.

If your order has already been dispatched, you may still exercise your applicable cancellation and return rights.

Your Statutory Rights

Nothing in this Return and Refund Policy limits or excludes any rights you may have under applicable UK consumer protection law, including rights relating to goods that are faulty, not as described or not fit for purpose.