Refund policy

Refunds and Returns

Returns are possible within 60 days. The following information is required to process your request for an exchange or refund:

The products must be in original condition with the original labels and tags.
The packaging must not be damaged and must be in its original condition.
The items to be returned must show no signs of use.
You must include your order number.
Photo or video material clearly showing the defect (only if your product was received damaged).

If the returned items do not meet these conditions, unfortunately we cannot process your return.
We reserve the right to refuse returned items if we suspect they have been used or damaged through no fault of our own.

Customer’s Right to Withdraw

In line with consumer protection requirements, our customers have the right to withdraw from their purchase if they change their mind or are unsatisfied with their order.
If you wish to withdraw or cancel your purchase, please contact us at support@monsalife.com.
We will handle your withdrawal or refund request promptly and process eligible refunds using the same payment method used for the original purchase (e.g. Klarna, PayPal, or credit card).

Refunds are processed within 5 working days after your return or withdrawal has been approved.

Shipping and Return Costs

Always make sure your package has a Track & Trace code.
Without proof of shipment with a Track & Trace code, lost returns cannot be refunded.
Sending your return by post without Track & Trace is at your own risk.

As the customer, you are responsible for the cost of the return shipment.

Example rates (approximate):

UPS / FedEx: from $29.30 (with tracking) or $11 (without tracking)
DHL: from $24 (to China)

Products Not Eligible for Return

Unfortunately, products that meet one or more of the following conditions cannot be returned:

a. Sealed products — if the seal is broken.
b. Products made according to the consumer’s specifications (customized).
c. Products that are personal in nature.
d. Products that cannot be returned due to their nature.
e. Underwear, lingerie, tights, wigs, beauty, care, and health products — for hygiene reasons.
f. Products must be returned within 60 days of arrival.

Why can’t some of your beauty and health products be returned after opening?

Some of our beauty and health products are considered hygiene products.
We take hygiene and public safety seriously and, for the safety of all customers, do not allow the return of opened items.
This is standard practice across the beauty and health industry.

1+1 Free Offers

If there is a 1+1 Free offer on the product and you would like to return it, both items must be returned.
We cannot accept single-item returns under these offers.

Order Cancellation

Our orders are processed immediately after purchase.
Once your order is being prepared or shipped, cancellation is unfortunately not possible.
However, you can still request a return or withdrawal after receiving your order, in accordance with this policy.

How to Return

Step 1: Send us an e-mail at support@monsalife.com

Try to be as complete as possible in your message. Please include:

Why you want to exchange or return the parcel.
Any photos for clarification (if applicable).
Your order number.

Step 2: Send your order (after contacting customer service).
Send the items along with the completed return form to the department store address listed below.
Always provide the parcel with a Track & Trace code and email it to us at support@monsalife.com.

Step 3: Once the return is received by us, we will refund the purchase price within 5 working days.

Return Address:
5th Floor, Building 8, Zhengzhong Industrial Zone, Tangxin Road, Fuhai Street, Bao'an District
Shenzhen, Guangdong, 518100, China
Tel: +86 136 3294 2637