While we do our best to ensure that you have an amazing experience with MonaBeautyUSA, we understand sometimes things don't quite work out. We are 100% committed to ensuring your satisfaction with your order. Refer to the guidelines below.
- Item not working: We want to make your experience as great as possible without having to make trips to the local post office to ship things back. Therefore we ask that you take a short video with your phone showing the defective item and send to us. We will try to help solve your problem. If it is defective, we will send you a replacement or issue you a refund (for refunds, shipping costs are non-refundable).
- Shipping address: Please double check before submitting your order. We cannot resolve any issues when given an incorrect shipping address. We only verify your billing address. All orders are shipped with a tracking number to ensure that the packages are delivered.
- Cancellations: We will make every effort to cancel your order as soon as you contact us with that request. However if your order was already shipped, we cannot cancel the order.
- If you change your mind: We’re sorry you feel that way. Please contact us and we will try to help with any problems or questions you may have of the product, but we do not accept returns on used and opened products since it is a skincare product. As long as the package is unopened and unused, we will accept returns. Shipping costs are non-refundable and customer pays for return shipping.
- All other reasons will be handled on a case by case basis. Any returns require a return authorization before being shipped back to us. Please contact us and we’d be happy to help you. If your request is approved and you have to send the item back to us, you will be responsible for any return shipping costs. When returning an item, please consider using a tracking service to ensure delivery.
Any refunds will be processed immediately upon decision to the original payment method used when placing your order. The funds will be available to you depending on your bank’s processing time.