Refund policy

We want you to be satisfied with your purchase and back up our goods with a 7-day money back guarantee under a “return to base” warranty.

* Alcohol sales are excluded from the 7 day money back guarantee but are covered by the general faulty goods guarantee below.

 

Warranty & Faulty Goods

For items that are faulty or covered under the “return to base” warranty:

  • You are required to pay for the return shipping when sending the product back.
  • Please contact us first before sending goods back.
  • When we send your replacement product back, we will cover the shipping cost.
  • Faulty goods must be notified within 7 days of receipt, in original condition and packaging.
  • If we cannot provide a replacement product (same or similar) within 14 days, we will refund the purchase price.
  • Any original shipping charges are non-refundable.

 

To request a return, contact us at info@monojapan.co.nz. If your return is accepted, we’ll provide:

  • A return shipping label
  • Instructions on how and where to send your package

 

Note: Items sent back to us without first requesting a return will not be accepted.　You can always contact us for any return questions at info@monojapan.co.nz.

 

General Returns

For items returned for reasons other than fault :

  • You have 7 days after receiving your item to request a return.
  • Items must meet the following conditions:
    • In the same condition that you received it
    • Unworn or unused
    • With tags
    • In its original packaging
    • Accompanied by receipt or proof of purchase

Note: Items sent back without first requesting a return will not be accepted.

 

Damages and Issues

Please inspect your order upon reception and contact us immediately if:

  • The item is defective
  • The item is damaged
  • You received the wrong item

so that we can evaluate the issue and make it right.

 

Exceptions / non-returnable items

Certain types of items cannot be returned, including:

  • Perishable goods (such as food, flowers, or plants)
  • Custom products (such as special orders or personalized items)
  • Personal care goods (such as beauty products)
  • Hazardous materials, flammable liquids, or gases

Please get in touch if you have questions or concerns about your specific item.

 

Unfortunately, we cannot accept returns on sale items or gift cards.

 

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Refunds

We will notify you once we’ve 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.

 

Warranty

We reserve the right to refuse providing warranty service under the following circumstances:

  1. Unauthorized repairs or modifications have been carried out

  2. Item damage is caused by consumer negligence or improper use, including but not limited to:
  • Abuse
  • Intentional misuse
  • Damage caused by liquid contact

 

* Food and Alcohol items are excluded from the 7-day money back guarantee and can only be returned if they are faulty.

 

Contact

For any return questions, contact info@monojapan.co.nz.