Refund Policy for Monke Arcade (https://www.monkearcade.com/)

 

Returns

Returns must be postmarked within 30 days of your purchase date. Customers are responsible for all return shipping costs.

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

  1. Unused and in the same condition that you received it
  2. In the original packaging with all tags
  3. Free from foreign smells (e.g., tobacco, pet, perfumes)
  4. Free from pet hair/dander, etc
  5. Apparel: Folded nicely (not rolled or crumpled)
  6. Breakable items must be packed and shipped back to us properly. We cannot accept returns that break during transit.

Several types of goods are exempt from being returned. Non-returnable items include:

– Gift cards

– Downloadable software products

– Some health and personal care items

– Personalized merchandise

– Intimates such as undergarments or bathing suits

 

Returns

Please contact our customer service for return instructions.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer; returns sent to the manufacturer, or “return to sender,” will not be refunded.

 

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If the refund is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 30 days.

 

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again. There is often some processing time before a refund is posted.

Then contact your credit card company, it may take some time before your refund is officially posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at sh*********@mo*********.com.

 

Sale items

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

 

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sh*********@mo*********.com.

 

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver, and they will find out about your return.

 

Shipping

To return your product, you should email us at sh*********@mo*********.com.

You will be responsible for paying for your shipping costs for returning your item. Shipping costs are non-refundable. If a refund is approved, the original shipping cost will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

 

Special Circumstances

 

Order Not Received

If your order status shows “Delivered” and you did not receive the item, please do not attempt to make a return or exchange. Instead, you may follow up with the carrier listed on your order status page. Monke Arcade is not responsible for lost or stolen packages.

 

Undeliverable / Refused Packages

Packages that are ‘Refused’ or ‘Returned to Sender’ will be processed as a return, and we will not attempt to re-ship. These include orders that could not be delivered due to incorrect address information entered during the ordering process. These types of returned orders are eligible for a refund for the cost of goods. Shipping costs (if applicable) will not be refunded.

 

Defective Items Received

If you feel the product you received is defective, please submit an email within 7 days of the delivery date to customer support at sh*********@mo*********.com with the subject “Item was received defective.” Please attach photos in your email showing the defective area of your product along with a brief description of the defect. Our customer support team will reach back out to you within the next business day of your email with follow-up instructions to be determined on a case-by-case basis. In order to resolve the issue as quickly as possible, please DO NOT attempt to send defective items back as a return.

 

Order Discrepancy

If you feel the product delivered is not the product you ordered, please submit an email within 7 days of the delivery date to customer support at sh*********@mo*********.com, with the subject line “Order Discrepancy.” Please attach photo(s) of the item(s) you received. Our team will review your order and send instructions on how to proceed once we receive the photos. If it was an error on our part, we will send you the corrected items.

 

Order Cancellations & Edits

 

Order Cancellation

Please be aware that if the warehouse has started processing an order for shipping, it cannot be canceled. For certain select items, orders cannot be canceled once they have been submitted due to quick order processing time. To attempt an order cancellation before processing, you must send an email immediately after placing your order to customer support at sh*********@mo*********.com, with the subject line “Cancel Order.” We can only process requests for cancellation during office hours Monday-Thursday.

 

Order Edits

Once an order has been submitted, we are unable to edit that order. If you need to change a ‘ship to’ address, please notify customer support immediately after placing the order at sh*********@mo*********.com. If your order has already been processed by the warehouse, the order will be shipped to the address submitted at the time of purchase. It is the customer’s responsibility to make sure that information entered on an order is correct before submitting an order. Monke Arcade is not responsible for replacing orders that have incorrect ‘ship to’ or other incorrect information entered by the customer. Orders with incorrect information due to customer error will not be eligible for refunds if the item was not received by the customer placing the order.

 

If you have any questions or concerns, we will be happy to help! You may email us anytime at sh*********@mo*********.com.

 

Monke Arcade reserves the right to change our return policy without notice.