Return & Exchange & Refund

Order Cancellation:

To cancel an order, please contact our customer service at support@monilook.com or call us at 840-248-1681. If your order has already been dispatched, we will attempt to recall the package. A management fee of 10% of the total order value will be deducted. If the order has not yet been shipped, you may cancel it without incurring any fees.

Order Changes:

Once an order is placed, modifications are not possible. You will need to cancel the current order and place a new one to make changes.

Customer Responsibility:

Upon receiving your order, it is your responsibility to inspect the goods. In cases of severe damage or incorrect items, refuse delivery and contact us immediately at support@monilook.com. Please have your order number available. If you are not present when delivery occurs, or if the delivery personnel do not allow time for inspection, sign for the package and write "Damaged" on the delivery note.

Return and Refund Policy:

We encourage you to thoroughly check the items within 5 business days after receipt. We will issue a full refund under the following conditions:

  • The product’s outer packaging is damaged upon arrival.
  • The product itself is damaged.
  • The product differs significantly from what was described in your order.
  • The size, design, or material of the product is incorrect.
  • You received the wrong item.
  • The product differs from the description on the website.

If issues are reported beyond this 5-day window, we will not be held responsible for any damage or discrepancies.

Returns and Exchanges:

  • Returns: If you wish to return an item that has been delivered, you will be responsible for the return shipping fees and a 10% restocking fee based on the product price. Please contact us within 30 days of receiving the product. We recommend that you double-check the color, size, or specifications before making your purchase to avoid unnecessary returns. Please note that we can only accept returns of unopened items or items that are in brand-new, unused condition.

  • Exchanges: If the item delivered is correct but you still wish to exchange it, you may contact our customer service. All shipping costs for returns and re-shipping for exchanges are your responsibility.

Return Conditions:

  • The item must not have been worn or washed.
  • The item must remain unaltered from its original state.
  • The item must be free of defects unrelated to the original product quality.
  • The item must include all original tags and packaging.

Additional Return and Exchange Guidelines:

  1. Retain the original shipping box if you plan to return or exchange an item. Items not returned in their original packaging will not be accepted.
  2. Clearance or sale items are non-returnable and non-exchangeable. These products are covered under warranty but are excluded from returns and exchanges once purchased.
  3. Before sending any return, you must first contact us at support@monilook.com for return instructions. We will provide you with our return address and instructions within 3 business days. Be sure to ship your return using a traceable service, and provide us with the return tracking information.
  4. Please do not return any products without prior email confirmation, as we are not responsible for lost returns or unprocessed refunds.

Refund Request Processing Time:

Once we receive your returned items, you will receive an email outlining the refund details. Refund processing may take up to 3 business days once the items are received. Prompt cooperation is essential to ensure the timely processing of refunds.

Important Notice:

If you do not receive your order within 30 days of payment, please contact our customer service immediately. We will initiate an investigation with the shipping company and issue a full refund within 3 business days if the package cannot be located, ensuring that you do not suffer any financial loss.

For non-warranty items, returns or exchanges must be requested within 30 days of delivery. After this period, we consider the order accepted and will not process further refund or exchange requests. For products under warranty, returns or exchanges are governed by the warranty terms.

We are not responsible for any damage or loss incurred during return shipping. Customers are required to contact our support team prior to initiating a return, and any unauthorized returns or returns lost in transit will not be refunded.

Contact Us:

  • Phone: 840-248-1681
  • Email: support@monilook.com
  • Address: 21145 Spring Plaza Dr apt 2116, Spring, TX 77388