Return & Exchange Policy
30-Day Return Window
Monster&C offers a 30-day return window for eligible products.
The 30-day return period begins on the date your product is delivered. To request a return, you must contact Monster&C within 30 calendar days of delivery and receive written return authorization before shipping, dropping off, or otherwise returning the product.
Returns requested more than 30 calendar days after delivery may be declined unless otherwise required by applicable law or expressly approved by Monster&C in writing.
Proof of purchase is required for all return and exchange requests.
Return Eligibility
To qualify for a return, the product must:
Be returned with prior written authorization from Monster&C.
Be in like-new and resalable condition.
Be free from stains, odors, claw marks, punctures, tears, chewing damage, smoke, mold, mildew, excessive dirt, contamination, or other signs of use beyond reasonable in-home inspection.
Include all original parts, cushions, covers, hardware, legs, tools, manuals, accessories, and components.
Be disassembled and safely packaged according to Monster&C’s return instructions, when applicable.
Because Monster&C products are designed for homes with cats, we understand that a small amount of easily removable pet hair may result from normal in-home inspection.
However, products with excessive pet hair, pet dander, dirt, odors, staining, bodily fluids, claw damage, chewing damage, contamination, or unusual cleaning requirements may be refused or may be subject to cleaning, repair, reconditioning, replacement, or refund deductions.
Monster&C reserves the right to refuse a return or reduce the refund amount if the returned product is damaged, incomplete, dirty, stained, odorous, contaminated, improperly packaged, or otherwise not in acceptable return condition.
Items Not Eligible for Return
The following items are not eligible for return unless required by law or expressly approved by Monster&C in writing:
Final sale, clearance, open-box, floor sample, prototype, discontinued, or “as-is” products.
Gift cards.
Fabric swatches and sample materials.
Replacement parts, replacement covers, replacement cushions, hardware, or accessories sold separately.
Products that have been modified, altered, repaired, damaged, washed, improperly cleaned, or used in a way that does not follow Monster&C care instructions.
Products used in commercial, rental, hospitality, office, institutional, outdoor, or other non-residential settings unless expressly sold for that purpose.
Products with pet-related damage, including claw marks, punctures, shredded fabric, chewing damage, urine, feces, vomit, odors, staining, or contamination.
Products damaged as a result of moving, storage, or transportation after delivery.
Return Fees and Refund Deductions
Unless the return is caused by a confirmed Monster&C error, verified arrival damage, an incorrect item, a missing major component, or an approved warranty issue, the customer may be responsible for the following costs:
A return handling or restocking fee equal to 25% of the order amount for the returned product.
Original shipping, delivery, freight, white-glove delivery, room-of-choice delivery, assembly, or service fees.
Return shipping, pickup, freight, carrier, or logistics fees.
Repackaging costs when the original packaging is missing, damaged, or unusable.
Costs related to missing parts, missing accessories, damage, stains, odors, contamination, excessive dirt, excessive pet hair, pet dander, or additional cleaning.
The 25% return handling fee helps cover inspection, processing, logistics, handling, and restocking expenses.
Monster&C may waive the return handling fee for an unopened product returned in its original factory packaging, at Monster&C’s discretion.
Original shipping and delivery charges are non-refundable unless the return results from a confirmed Monster&C error or another issue for which Monster&C is responsible.
All applicable fees and deductions will be subtracted from the final refund amount.
Original Packaging
We strongly recommend keeping the original packaging until you are certain that you want to keep the product.
If the original packaging is missing, damaged, or unusable, Monster&C may still approve an eligible return. However, a packaging replacement fee may be deducted from the refund.
The minimum packaging replacement fee is $50. For oversized, modular, freight, or specially packaged products, the actual cost of freight-ready packaging materials, protective materials, and repackaging labor may be deducted if the cost is higher.
Products must be packaged safely and securely for return transportation. Monster&C is not responsible for damage caused by improper return packaging.
Customers are responsible for preparing products for return according to Monster&C’s instructions. Preparation may include removing personal items and loose debris, disassembling modular components, securing cushions and covers, and placing the product in suitable packaging.
How to Start a Return or Exchange
To request a return or exchange, contact Monster&C Customer Support at:
Email: shop@monsterandc.com
Phone: +14088564808
Return Request Form: [Return Request Form URL, if applicable]
Please provide the following information:
Your order number or proof of purchase.
Your full name, delivery address, email address, and telephone number.
The name of the product or component involved.
The reason for the return or exchange and a description of the issue.
Two or three clear photos showing the full product, the affected area, and the product’s current condition.
Photos of the packaging, if requested.
Any product tags, law labels, batch labels, serial numbers, measurements, videos, or other documentation requested by Monster&C.
Do not ship, drop off, discard, dispose of, or return any product, part, component, or packaging before receiving written instructions from Monster&C.
Unauthorized returns may be refused and may not qualify for a refund or exchange.
Return Shipping and Pickup
Depending on the product, delivery method, and customer location, Monster&C may provide instructions for parcel shipping, scheduled pickup, freight pickup, or another approved return method.
For an approved return, Monster&C may:
Provide a prepaid return label.
Arrange a scheduled pickup.
Assign an approved freight carrier.
Provide written return shipping instructions.
Customers must not arrange their own freight carrier, courier, parcel shipment, drop-off, or third-party return service without prior written approval from Monster&C.
Unauthorized return shipping may be refused and may not qualify for a refund.
Additional pickup, storage, redelivery, carrier, or handling fees may apply if a scheduled return pickup is missed, refused, inaccessible, or cannot be completed because of customer unavailability or site conditions.
Monster&C reserves the right to inspect the product, cushions, covers, fabric, hardware, packaging, photographs, videos, labels, and other relevant materials before approving a return, exchange, or refund. Failure to provide requested documentation or access to the product may result in the request being denied.
Exchanges
Monster&C may allow exchanges for eligible products requested within the 30-day return window, subject to product availability.
Products submitted for exchange must meet the same condition, documentation, packaging, and eligibility requirements as returned products.
Price differences, taxes, shipping charges, delivery charges, return pickup fees, return handling fees, and other applicable charges may apply.
Only one exchange may be permitted per original order unless Monster&C approves an additional exchange in writing.
Monster&C may waive or reduce the standard return handling fee for an approved exchange at its discretion.
Refunds
After Monster&C receives and inspects the returned product, we will notify you whether the return has been approved.
If approved, the refund will be issued to the original payment method, minus any applicable return fees, shipping charges, packaging fees, or other deductions.
The time required for the refund to appear in your account may vary depending on your bank, credit card issuer, financing provider, or payment provider.
If the returned product is received in unacceptable condition, Monster&C may deny the refund, reduce the refund amount, or offer another reasonable resolution.
For purchases made using financing, installment payments, gift cards, store credit, promotional offers, discount codes, or split payment methods, the refund may be processed according to the applicable payment provider or promotion terms.
Promotional discounts, bundled pricing, referral credits, reward credits, or shipping promotions may be adjusted or reversed when part of an order is returned or exchanged.
Damaged, Incomplete, or Incorrect Orders
Returns caused by arrival damage, missing parts, or an incorrect item are handled separately from standard change-of-mind returns.
Please inspect the product and packaging promptly after delivery.
If your order arrives damaged, incomplete, or different from what you ordered, contact Monster&C within 21 calendar days of delivery.
We strongly recommend reporting visible damage, packaging damage, or suspected concealed damage as soon as possible.
Please include your order number, proof of purchase, a description of the issue, photographs of the product and packaging, and photographs of any damaged, missing, or incorrect components.
Claims submitted after 21 calendar days may be declined or treated as a standard return unless otherwise required by law or approved by Monster&C.
Depending on the issue, Monster&C may provide replacement parts, repair assistance, an exchange, a refund, or another reasonable solution.
Do not discard the product, packaging, damaged parts, or shipping materials until the claim has been reviewed and resolved.
Return and Exchange Abuse
Monster&C reserves the right to limit, refuse, or deny returns, exchanges, refunds, or future purchases when a customer demonstrates an excessive, fraudulent, or abusive pattern of returns or claims.
This may include repeated returns or products used for temporary staging, photoshoots, events, short-term furnishing needs, or other purposes inconsistent with a reasonable product trial.