Refund policy
You have the right to withdraw from your purchase within 14 days of receiving your product, in accordance with EU consumer law (right of withdrawal). This means you may cancel your order within this period without providing any reason.
To be eligible for a return, your item must be unused, unopened, and in its original sealed packaging, due to hygiene and safety considerations. You will also need the receipt or proof of purchase.
To initiate a return, please contact us at support@monq-cosmetics.com within the 14-day period. Once your return is approved, we will provide instructions on how and where to send your package. Return shipping costs are your responsibility, unless otherwise agreed.
Important: Returns sent without prior request and approval will not be accepted.
Exceptions – Non-returnable Items
Some items are exempt from the right of withdrawal under EU law, including:
- Products that are sealed for health or hygiene reasons and have been unsealed after delivery
- Products that have been used
- Custom-made or personalized items
Once the seal has been broken, the product is considered non-returnable for hygiene and safety reasons.
Damages and Issues
Please inspect your order upon receipt. If the item is defective, damaged, or if you receive the wrong product, contact us immediately at support@monq-cosmetics.com so we can assess and resolve the issue promptly.
Exchanges
The fastest way to get the item you want is to return your existing item. Once your return is accepted, you can place a new order for the replacement product.
Refunds
We will notify you once we’ve received and inspected your return, and inform you if the refund is approved. If approved, the refund will be processed to your original payment method within 10 business days.
Please note that it may take additional time for your bank or credit card provider to post the refund.
If more than 15 business days have passed since your refund was approved and you haven’t received it, please contact us at support@monq-cosmetics.com.