Refund policy
Moniluxx Return & Shipping Policy
Bath & Body Skincare
Returns
Due to sanitary reasons, we gladly accept returns on unopened items in their original condition, and on opened items that may have caused an allergic reaction or are clearly defective.
Returned items can only be accepted within 10 days of the original purchase date. A copy of your receipt is required at the time of the return. Moniluxx cannot accept returned items if more than 25% of the product has been used.
Customer Service
For customer service, please call 770-284-6620, Monday through Friday, 9am to 5pm EST or email monica@moniluxx.com Please allow up to 48 hours for a response to any messages left.
SHIPPING & DAMAGES
Cancellation Policy
You may cancel an order at any point BEFORE it leaves our warehouse. As soon as it has a tracking number, it cannot be cancelled.
Return acceptance is at sole discretion of Moniluxx. ALL ORDERS ARE SUBJECT TO A 15% RESTOCKING FEE.
***Make special note: if the item is not packed correctly upon return and has been opened, and un-resellable, we will not be able refund you.
1. Returns must be pre-approved, returned within 7 days in the original box and in sellable condition.
2. Shipping charges are additional and non-refundable.
3. Save all packaging for returns and repairs.
4. Damages must be reported at the time of delivery.
You should expect to receive your refund within two weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
Shipping
Please allow 3 business days to process your order before it ships. All orders are shipped using UPS. If we find FedEx has a lower rate, we will use the least costly carrier.
Please note we DO NOT USE USPS due to the high likely of lost packages and lack of customer service responses.
We ship to anywhere in the US and Canada. Note that there are restrictions on some products, and some products cannot be shipped to some destinations.
If boxes are found to be damaged or missing, it should be noted on delivery receipt before signing. Report any losses or damages to Customer Service. PLEASE ADVISE WITHIN 3 DAYS OF ANY DISCREPANCY.
All orders will be shipped to the address that you enter on your order. PLEASE double check to make sure it is correct. Any error in information will result in LOST packages. Once it leaves our warehouse, we no longer have any control over where your package goes.
If you get a notification of order delivery and do not see your package, you must call the carrier UPS or FedEx. Once it leaves our warehouse we have no control over your package.
Damaged Packages
All packages will leave our facility intact and undamaged If you receive it any other way, the carriers have damaged it. If you receive a damaged order, you MUST keep all packaging until the investigation is over. You will need to contact UPS or FedEx to investigate into what happened.
Throws and & Home Fragrance
Return Policy
If you are not 100% satisfied with our products, you may return it within 7 days of purchase for a refund. After 7 days, we will consider any items for return that are defective due to materials or craftsmanship.
Moniluxx requires proof of purchase to honor a refund or exchange. If you provide us your information when you check out, we will typically have a record of your purchase. Otherwise, we require a physical receipt.
Please include a copy of your proof of purchase along with the reason for your wish to return or exchange the purchase, in an email to customerservice@moniluxx.com. We will reimburse the original purchase price to either your original method of payment or as a merchandise credit. Moniluxx reserves the right to decline returns or exchanges of items that are not in as-new condition due to damage or misuse by the customer. Moniluxx also reserves the right to decline returns or exchanges not made within the 7-day period.
Returnable Merchandise
When accompanied by the original or gift receipt and in its original packaging regularly priced merchandise can be refunded within 7 days of receiving. Return shipping fees will apply. Delivery fees are non-refundable. Clearance items are non-returnable. Moniluxx reserves the right to decline returns or exchanges of items that are not in as-new condition due to damage or misuse by the customer. Moniluxx also reserves the right to decline returns or exchanges not made within the 7-day period.
If an item arrives with a manufacturing defect or damage caused in transit, contact Customer Service immediately at customerservice@moniluxx.com. We will ask for photos to determine the best course of action. All claims must be made within 7 days of delivery. Any claims made after 7 days will not be accepted. Moniluxx reserves the right to decline returns or exchanges of items that are not in as-new condition due to damage or misuse by the customer. Moniluxx also reserves the right to decline returns or exchanges not made within the 7-day period.
Imperfect Sales and Clearance Merchandise
We cannot accept returns on any Imperfect sales or Clearance Merchandise. All sales are final on Imperfect Sales or Clearance Merchandise.
How To Make A Return:
1. If you would like to make a return, please reach out to Moniluxx Customer Service at customerservice@moniluxx.com to verify return eligibility before sending pieces back.
2. If you wish to make a return, please indicate the following: reason for return, order number, and product description.
3. Please note that a restocking fee of 15% of the order total will be applied on all returns
4. Pack and seal your return securely in the original package if possible. Include the original packing slip with the indicated information above.
5. Eligible returns will receive a refund.
Mail package to:
Moniluxx
Attn: Return Center
1250 Scenic Hwy S
Suite 1701-271
Lawrenceville, GA 30045
Refunds
Refunds will be processed when the item has been received in our office. Upon return, your item will be inspected. If eligible, credits will be issued for the purchase price. Please allow up to 14 days for your credit to process.
NON-REFUNDABLE ITEMS
· Clearance Items
· Custom Orders
CREDITS TO YOUR CHARGE CARD
Credit Card refunds will only be credited to the credit card or account used on the original purchase. It will take up to 14 days from the date Moniluxx has received your return for your account to be credited.
Problem? Let us help.
In the unlikely event your item arrives either damaged or defective, please contact customer service immediately at customerservice@Moniluxx.com. To help resolve your issue, we will ask for photos or videos to determine the best course of action (e.g. replacement, exchange, or refunds). All claims must be made within 10 days of delivery. Any claims made after 7 days will not be accepted.
IMPORTANT DISCLAIMERS
Delivery Issues:
Once a package leaves our warehouse, we are no longer responsible for lost or stolen packages.
If your package shows delivered, but you have not received it please reach out to the delivery service of record included in your tracking information. Due to privacy concerns, Moniluxx cannot reach out to the delivery servicer on behalf of the customer.
Shipping Notice
Once the order is processed, shipping times may take 2 to 4 weeks to arrive to our domestic customers. International delivery times vary due to customs.
Please note: Due to the current pandemic, shipping and delivery times are affected and delayed. Once shipped, you will receive a Shipment Confirmation email with a tracking number. Occasionally orders may be split across multiple shipments, and items ordered together may not be shipped on the same day.
Arrival Dates
Moniluxx does its best to assure merchandise arrives within the quoted delivery time frame. If an unforeseen delay occurs, we will do our best to notify you in advance, however we do not provide monetary compensation for late delivery.
We appreciate your patience during this time.