Return and Refund Policy

Last updated: 24th November, 2020

Thank you for shopping at Moncaii operated by Moncaii.

If, for any reason, You are not completely satisfied with a purchase We invite You to review our policy on refunds and returns. 

The following terms are applicable for any products that You purchased with Us.

Interpretation and Definitions

Interpretation

The words of which the initial letter is capitalized have meanings defined under the following conditions.

The following definitions shall have the same meaning regardless of whether they appear in singular or in plural.

Definitions

For the purposes of this Return and Refund Policy:

  • You means the individual accessing or using the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.
  • Company (referred to as either "the Company", "We", "Us" or "Our" in this Agreement) refers to Moncaii.
  • Service refers to the Website.
  • Website refers to Moncaii, accessible from www.moncaii.co.uk
  • Goods refer to the items offered for sale on the Service.
  • Orders mean a request by You to purchase Goods from Us.

Your Order Cancellation Rights

You are entitled to cancel Your Order within 30 days without giving any reason for doing so.

The deadline for cancelling an Order is 30 days from the date on which You received the Goods or on which a third party you have appointed, who is not the carrier, takes possession of the product delivered.

In order to exercise Your right of cancellation, You must inform Us of your decision by means of a clear statement. You can inform us of your decision by:

  • By email: moncaiisupport@moncaii.co.uk
  • By mail: Unit 33659, PO Box 6945, London, W1A 6US

We will reimburse You no later than 14 days from the day on which We receive the returned Goods. We will use the same means of payment as You used for the Order, and You will not incur any fees for such reimbursement.

Conditions for Returns

In order for the Goods to be eligible for a return, please make sure that:

  • The Goods were purchased in the last 30 days
  • The Goods are in the original packaging

The following Goods cannot be returned:

  • The supply of Goods made to Your specifications or clearly personalized.
  • The supply of Goods which according to their nature are not suitable to be returned, deteriorate rapidly or where the date of expiry is over.
  • The supply of Goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.
  • The supply of Goods which are, after delivery, according to their nature, inseparably mixed with other items.

 

Lost in post items:

If an item is not delivered and we can provide proof of posting, We will send out a replacement with our signed for (Royal Mail) option. Please get in touch if you haven't received your item within 5 working days. If once you have received your item and still not happy, you have the option to send it back to us for a full refund. Please also read our returns policy and returning goods section on this page.

 

Please note-

*Due to the current circumstances with COVID -19, The Royal Mail postal service is experiencing delays to certain areas which is out of our control. Royal Mail have told us that some delivers are taking up to 30 days to be delivered, but in such case we are asking customers to please get in contact if you haven’t received your items after 14 working days and we will look into this further for you. We shall send out a replacement 1st class signed for and also start an investigation with Royal Mail in the meantime. 

 

We reserve the right to refuse returns of any merchandise that does not meet the above return conditions in our sole discretion.

Returning Goods

You are responsible for the cost and risk of returning the Goods to Us. You should send the Goods at the following address:

Unit 33659, PO Box 6945, London, W1A 6US

We cannot be held responsible for Goods damaged or lost in return shipment. Therefore, We recommend an insured and trackable mail service. We are unable to issue a refund without actual receipt of the Goods or proof of received return delivery.

Gifts

If the Goods were marked as a gift when purchased and then shipped directly to you, You'll receive a gift credit for the value of your return. Once the returned product is received, a gift certificate will be mailed to You.

If the Goods weren’t marked as a gift when purchased, or the gift giver had the Order shipped to themselves to give it to You later, We will send the refund to the gift giver.

Contact us

If you have any questions about our Returns and Refunds Policy, please contact us:

  • By email: moncaiisupport@moncaii.co.uk
  • By mail: Unit 33659, PO Box 6945, London, W1A 6US