Refund policy

Monauro Return and Refund Policy

We are committed to ensuring your satisfaction with your purchase. If you are not satisfied with an item, you may request a return within 30 days of receiving it.

Eligibility for Return

To be eligible for a return, the massager must be in its original, resalable condition: unused, with all original tags attached, and in the undamaged original packaging including all accessories, manuals, and protective films. You must also include the original proof of purchase (e.g., receipt or order confirmation)

How to Request a Return

  1. Contact Us: Please email us at info@monauro.com to request a return and provide your order information.
  2. Provide Information: Our customer service team will guide you and may request your order number, the reason for the return, and photos of the item.
  3. Receive Instructions: Once your return request is accepted, we will send you detailed return instructions via email, including the designated return address and a return authorization code. Please do not send the item back to us without first contacting us and obtaining these instructions, as it may not be accepted.

Inspecting Your Order and Damaged/Incorrect Items

Please inspect your order upon delivery. If the item is defective, damaged upon arrival, or if you received the wrong item, please contact us immediately at info@monauro.com so we can evaluate the issue and resolve it.

Exchange Process

If you wish to exchange an item, please follow these steps:

  1. Contact us at info@monauro.com to request an exchange and specify the color you need.
  2. Our customer service team will guide you through the process. Typically, the most efficient way is to process a return (as described above) first. Once the return is accepted, we can assist you with a new purchase for the correct item.
  3. Regarding shipping costs for the exchange, please discuss this directly with our customer service team for clarification.

Special Right for Consumers in the European Union (14-day Cooling-off Period)

If you are a consumer in the European Union, you have the right to cancel or return your order for any reason and without justification within 14 days, according to relevant legislation.

  • Cooling-off Period: This 14-day period starts from the day after you receive the item.
  • Cancelling an Order in Transit: If you wish to cancel an order after it has been shipped, please contact us immediately at info@monauro.com. If the item has not yet been shipped, we will attempt to intercept it. If it has already been shipped, you have the right to return it upon receipt according to the rules above.
  • Item Condition: When cancelling the order or returning the item, it must be unused and in resalable condition.

Refund Process

  1. Inspection & Notification: After we receive and inspect your returned item, we will notify you via email once the refund is approved.
  2. Refund Issuance: Once approved, the refund will be automatically processed to your original payment method within 10 business days.
  3. Processing Time: Please remember that it may take additional time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we approved your refund and you have not received it, please contact us at info@monauro.com.

If you have any questions, please feel free to contact us at info@monauro.com.