Refund policy
1. 30-Day Product Trial and Return Window
Monster&C offers a 30-day product trial period / return window for eligible products.
• The 30-day return window begins on the date your product is delivered.
• To be eligible for return, you must contact Monster&C within 30 calendar days of delivery and receive written return authorization before sending back, shipping, dropping off, or otherwise returning any product.
• Returns requested after 30 calendar days of delivery may be declined unless otherwise required by law or expressly approved by Monster&C in writing.
2. Return Eligibility
To qualify for return, the product must meet all applicable requirements below:
• Returned with prior written authorization from Monster&C.
• In like-new, resalable condition.
• 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.
• Returned with all parts, cushions, covers, hardware, legs, tools, manuals, accessories, and original components.
• Disassembled and packaged as instructed by Monster&C, if 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, excessive dander, excessive dirt, unusual cleaning needs, odor, staining, bodily fluids, claw damage, chewing damage, contamination, or other pet-related damage may be refused or may be subject to additional cleaning, reconditioning, repair, replacement, or refund deduction costs.
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.
3. 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 or sample materials.
• Replacement parts, replacement covers, replacement cushions, hardware, or accessories sold separately.
• Products modified, altered, repaired, damaged, washed, cleaned improperly, 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, including claw marks, punctures, shredded fabric, chewing, urine, feces, vomit, odors, staining, or contamination.
• Products that have been moved, stored, or transported in a way that causes damage after delivery.
4. Return Handling Fee, Shipping Costs, and Refund Deductions
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 the following costs and deductions:
• A standard return handling fee / restocking fee equal to 25% of the order amount for the returned product(s).
• 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 if the original packaging is missing, damaged, or unusable.
• Costs for missing parts, missing accessories, damage, stains, odors, contamination, excessive dirt, excessive pet hair, excessive pet dander, or excessive cleaning required.
The 25% return handling fee helps cover inspection, handling, processing, logistics, and restocking costs. The fee may be waived for unopened products returned in original factory packaging, at Monster&C’s discretion.
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.
5. Original Packaging and Return Preparation
We strongly recommend keeping the original packaging until you are sure you 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 your refund.
• The packaging replacement fee is a minimum of $50. For oversized, modular, freight, or special-packaging items, Monster&C may deduct the actual cost of freight-ready packaging materials, protective materials, and repackaging labor if that cost is higher.
• Products must be packaged safely and securely for return shipment. Monster&C is not responsible for damage caused by improper return packaging.
• The customer is responsible for preparing the product for return according to Monster&C instructions. This may include removing personal items, removing loose debris, disassembling modular components, securing cushions and covers, and placing the product in suitable packaging.
6. How to Start a Return, Exchange, Arrival-Damage Claim, or Warranty Claim
To start a return, exchange, arrival-damage claim, missing-part claim, wrong-item claim, or warranty claim, contact Monster&C at:
• shop@monsterandc.com
• +1 (408) 856-4808
Please include:
1. Your order number or proof of purchase.
2. Your name, delivery address, email, and phone number.
3. The product or component involved.
4. The reason for the request and a description of the issue.
5. Two to three clear photos showing the full product, the affected area, and the product’s current condition.
6. Photos of the packaging, if requested.
7. Any batch label, law label, product tag, serial number, measurements, videos, or additional documentation requested by Monster&C.
Do not ship, drop off, discard, dispose of, or 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 refund or warranty service.
7. Return Shipping, Pickup, and Inspection Rights
• Depending on your location, product type, and delivery method, Monster&C may provide return instructions for parcel shipment, scheduled pickup, freight pickup, or another return method.
• For approved returns, Monster&C may provide a prepaid return label, arrange a scheduled pickup, designate an approved freight carrier, or provide written return shipping instructions.
• Customers should not arrange their own freight carrier, parcel shipment, courier, drop-off, or third-party return service unless Monster&C provides prior written approval. Unauthorized return shipping may be refused and may not be eligible for refund.
• If a scheduled return pickup is missed, refused, inaccessible, or cannot be completed due to customer unavailability or site conditions, additional pickup, storage, redelivery, carrier, or handling fees may apply.
• Monster&C reserves the right to inspect the product, component, cover, cushion, fabric, hardware, packaging, photos, videos, labels, or other relevant materials before approving any return, exchange, refund, arrival-damage claim, or warranty claim.
• Failure to provide requested documentation, images, videos, labels, parts, or access to the product may result in denial of the claim or return request.
8. Refund Timing and Exchanges
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 fees or deductions. Refund timing may vary depending on your payment provider, bank, financing provider, or credit card issuer.
• If the product is returned in unacceptable condition, Monster&C may deny the refund, reduce the refund, or offer another reasonable resolution at its discretion.
• Monster&C may allow exchanges for eligible products within the 30-day return window, subject to product availability. Exchange products must meet the same eligibility requirements as returns.
• Price differences, shipping fees, delivery fees, return pickup fees, return handling fees, taxes, and other charges may apply.
• Only one exchange may be allowed per original order unless Monster&C approves otherwise in writing. Monster&C may waive or reduce the standard return handling fee for an approved exchange, at Monster&C’s discretion.
9. Arrival Damage, Missing Parts, or Wrong Items
Customers should inspect the product and packaging promptly after delivery. If your product arrives damaged, incomplete, or different from what you ordered, you must contact Monster&C within 21 calendar days of delivery.
• To help Monster&C resolve delivery-related issues and preserve any available carrier claim rights, we strongly recommend reporting visible damage, packaging damage, or suspected concealed damage as soon as possible after delivery.
• Please include your order number, proof of purchase, a description of the issue, photos of the product, photos of the packaging, and photos of any damaged, incorrect, or missing components.
• Claims reported after 21 calendar days may be denied 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 support, an exchange, a refund, or another reasonable remedy at its discretion.
• Please do not discard the product, packaging, damaged parts, or shipping materials before the issue is resolved. Monster&C may need photos or return of the affected item to process the claim.
10. Refunds for Financing, Installment Payments, and Promotional Discounts
• If you paid using a financing provider, installment payment provider, gift card, store credit, discount code, promotional offer, or split payment method, your refund may be processed according to the rules of that payment provider or promotion.
• Discounts, promotional credits, referral credits, reward credits, shipping promotions, and bundled pricing may be adjusted or reversed if part of an order is returned or canceled.
• Shipping protection, optional protection plans, delivery services, assembly services, and other third-party services may be non-refundable unless otherwise required by law or stated in the applicable service terms.