Can customers ship back, drop off, discard, or return products without written instructions?
No. Customers should not ship, drop off, discard, dispose of, or otherwise return any product, component, packaging, damaged part, or shipping material without written instructions from Monster&C. Unauthorized returns may be refused and may not be eligible for a refund or warranty service.
What condition must a product be in to qualify for return?
The product must have prior written return authorization from Monster&C, be in like-new and resalable condition, and be free of stains, odors, urine, feces, vomit, claw marks, punctures, tears, chewing damage, smoke smell, mold, mildew, excessive dirt, contamination, or other signs of use beyond reasonable in-home inspection. It must also be returned with all parts, cushions, covers, hardware, legs, tools, manuals, accessories, and original components.
Do customers need to contact Monster&C before returning a product?
Yes. To be eligible for a return, the customer must contact Monster&C within 30 calendar days of delivery and receive written return authorization before shipping, dropping off, or otherwise returning any product.
Which items are not eligible for return?
Items not eligible for return include final sale, clearance, open-box, floor sample, prototype, discontinued, or as-is products; gift cards; fabric swatches or sample materials; replacement parts, covers, cushions, hardware, or accessories sold separately; products that have been modified, altered, repaired, damaged, washed, improperly cleaned, or used in a way that violates Monster&C care instructions; products used in commercial, rental, hospitality, office, institutional, outdoor, or non-residential settings unless expressly sold for that purpose; products with pet-related damage; and products damaged after delivery due to moving, storage, or transportation.
Are original shipping and delivery fees refundable?
Original shipping and delivery fees are non-refundable unless the return is due to an approved Monster&C error or another issue for which Monster&C is responsible. If a return is approved, all applicable fees and deductions will be subtracted from the refund.
What fees or deductions may apply to a return?
Unless the return is due to an approved Monster&C error, verified arrival damage, wrong item, missing major component, or covered warranty issue, the customer may be responsible for a standard return handling/restocking fee, original shipping or delivery service fees, return shipping or pickup fees, repackaging costs, and costs related to missing parts, damage, stains, odors, contamination, excessive dirt, excessive pet hair or dander, or additional cleaning required.
Will a small amount of pet hair prevent a return?
Monster&C understands that a small amount of easily removable pet hair may result from normal in-home inspection. However, products with excessive pet hair, dander, dirt, unusual cleaning needs, odors, stains, bodily fluids, claw or chewing damage, contamination, or other pet-related damage may be refused or subject to additional cleaning, reconditioning, repair, replacement, or refund deductions.
Should customers keep the original packaging?
Monster&C strongly recommends keeping the original packaging until the customer is sure they want to keep the product. If the original packaging is missing, damaged, or unusable, Monster&C may still accept an eligible return, but a packaging replacement fee may be deducted from the refund. The minimum packaging replacement fee is $50, and oversized, modular, freight, or specially packaged items may involve higher actual packaging and labor costs.
How much is the standard return handling fee?
The standard return handling/restocking fee is 25% of the order amount for the returned product(s). This fee helps cover inspection, handling, processing, logistics, and restocking costs. At Monster&C's discretion, the fee may be waived for unopened products returned in their original factory packaging.
How are refunds, exchanges, cancellations, and order modifications handled?
After Monster&C receives and inspects the returned product, Monster&C will notify the customer whether the return has been approved. If approved, the refund will be issued to the original payment method, minus applicable fees or deductions. Refund timing may vary by payment provider, bank, financing provider, or credit card issuer. Monster&C may allow exchanges for eligible products within the 30-day return window, subject to product availability. Only one exchange may be allowed per original order unless Monster&C approves otherwise in writing. Cancellation or modification requests should be submitted within 2 hours of order placement for the best chance of approval, but submission within 2 hours does not guarantee that the order can be canceled or changed.
Can a return be requested after 30 calendar days?
Returns requested more than 30 calendar days after delivery may be declined unless otherwise required by law or expressly approved by Monster&C in writing.
How can a customer start a return, exchange, arrival-damage claim, or warranty claim?
The customer should contact Monster&C and provide the order number or proof of purchase; name, delivery address, email, and phone number; the product or component involved; the reason for the request and a description of the issue; two to three clear photos; packaging photos if requested; and any batch label, law label, product tag, serial number, measurements, videos, or additional documentation requested by Monster&C.