Refund policy

Monara Return & Refund Policy

 

At Monara, we are committed to providing premium quality women's fashion and exceptional customer service. If you are not completely satisfied with your purchase, this Return & Refund Policy explains your rights and our procedures.

This policy is drafted in accordance with the Consumer Protection Act, 68 of 2008 (South Africa) and applies to all purchases made through Monara's website and associated sales channels.

1. General Policy

We want you to love your purchase. If you are unhappy with an item, you may request a return subject to the terms below.

By placing an order with Monara, you acknowledge that you have read and agreed to this Return & Refund Policy.

2. Eligibility for Returns

Returns will only be accepted if:

  • The return request is submitted within 7 calendar days of receiving your order.

  • The item is unworn, unused and unwashed.

  • The item is in its original condition.

  • All original tags, labels and security tags remain attached.

  • The original packaging is included where applicable.

  • There are no stains, makeup marks, perfume, deodorant marks, pet hair, smoke odours or any other signs of use.

  • The item has not been altered in any manner.

Monara reserves the right to inspect all returned merchandise before approving a refund or exchange.

3. Items That Cannot Be Returned

For hygiene and safety reasons, the following items are strictly non-returnable unless they are defective:

  • Bodysuits

  • Swimwear

  • Lingerie

  • Bras

  • Panties

  • Earrings

  • Hair accessories

  • Beauty products

  • Cosmetics

  • Socks

  • Tights

  • Gift Cards

  • Clearance items

  • Final Sale items

  • Promotional items marked "Non-Returnable"

4. Sale Items

Sale items purchased during promotional campaigns may only be exchanged where applicable.

Unless required by South African law, sale items are not eligible for refunds.

Items marked:

  • Final Sale

  • Clearance

  • Warehouse Sale

  • Black Friday

  • Flash Sale

  • No Returns

cannot be returned.

5. Incorrect Size Ordered

Customers are responsible for selecting the correct size before placing an order.

Monara provides detailed sizing guides to assist customers.

If the incorrect size was ordered:

  • A return may be approved if the garment meets all return conditions.

  • Shipping costs for returning the item and shipping the replacement are the customer's responsibility.

  • Monara cannot guarantee stock availability for exchanges.

6. Exchanges

We do not guarantee exchanges.

If stock is available, we may exchange an item for:

  • another size

  • another colour

  • another product of equal value

If the requested item is unavailable, a Store Credit may be issued.

7. Damaged, Incorrect or Defective Items

If you receive:

  • the wrong item

  • a manufacturing defect

  • damaged merchandise

please notify Monara within 48 hours of delivery.

Your email must include:

  • Order Number

  • Full Name

  • Photos of the item

  • Photos of packaging

  • Description of the issue

Failure to report damage within 48 hours may result in the claim being declined where legally permitted.

If approved, Monara will:

  • replace the item,

  • repair the item where appropriate,

  • or issue a refund where required under applicable consumer law.

8. Non-Defective Returns

If you simply change your mind, Monara may accept a return at its sole discretion, provided:

  • the request falls within the applicable cooling-off rights under South African law (where applicable),

  • the garment remains in brand-new condition,

  • all policy requirements are met.

Original shipping fees are non-refundable.

Return shipping is the customer's responsibility unless the return is due to our error or a defective product.

9. Return Shipping

Customers are responsible for:

  • arranging suitable courier collection,

  • ensuring returned items are securely packaged,

  • obtaining proof of shipment,

  • insuring valuable parcels where appropriate.

Monara accepts no responsibility for items lost or damaged during return transit.

10. Inspection Process

Every returned item undergoes quality inspection.

Items may be rejected if they show:

  • perfume

  • smoke smell

  • body odour

  • makeup

  • foundation

  • lipstick

  • fake tan

  • pet hair

  • washing

  • alterations

  • missing tags

  • damaged packaging

  • stains

  • wear and tear

Rejected items will be returned to the customer at the customer's expense.

11. Refund Method

Approved refunds will be processed using the original payment method where reasonably possible.

Refund processing may take 7–14 business days after approval, depending on your payment provider.

Bank processing times are outside Monara's control.

12. Store Credit

Where a refund is not applicable, Monara may issue Store Credit.

Store Credit:

  • cannot be exchanged for cash,

  • is non-transferable,

  • may only be redeemed by the original purchaser,

  • may have an expiry period if permitted by law.

13. Shipping Charges

The following costs are non-refundable unless required by law:

  • Original shipping fees

  • Express delivery charges

  • Customs duties

  • Import taxes

  • Courier surcharges

14. Refused Deliveries

If a parcel is refused or remains uncollected and is returned to Monara:

  • shipping fees will not be refunded,

  • return courier costs may be deducted,

  • restocking fees may apply where legally permissible.

15. Lost or Stolen Parcels

Once an order has been marked as delivered by the courier to the delivery address supplied by the customer, Monara is not responsible for:

  • theft,

  • loss,

  • incorrect delivery addresses provided by customers,

  • unattended deliveries requested by customers.

16. Colour Variation

Actual garment colours may vary slightly due to:

  • screen settings,

  • monitor calibration,

  • mobile device displays,

  • photography lighting.

These differences do not constitute defects.

17. Product Images

Images displayed on our website are for illustration purposes.

Minor differences in:

  • stitching,

  • buttons,

  • trims,

  • fabric texture,

  • branding,

  • packaging

may occur between production batches.

18. Right to Decline Returns

Monara reserves the right to refuse any return where:

  • policy requirements are not met,

  • fraud is suspected,

  • excessive return activity is detected,

  • items have been worn or damaged,

  • the return falls outside statutory consumer rights.

19. Fraud Prevention

Monara reserves the right to:

  • refuse suspicious refund requests,

  • request identity verification,

  • request proof of purchase,

  • refuse returns linked to fraudulent activity,

  • report fraudulent conduct to relevant authorities where appropriate.

20. Consumer Rights

Nothing in this policy limits or excludes any rights that consumers may have under the Consumer Protection Act, 68 of 2008, or any other applicable South African legislation.

Where this policy conflicts with mandatory provisions of South African law, the applicable legislation shall prevail.

21. How to Request a Return

To request a return, please provide:

  • Full Name

  • Order Number

  • Email Address

  • Contact Number

  • Reason for Return

  • Clear photographs (if applicable)

Only returns approved by Monara will receive return instructions.

22. Contact Us

For all return and refund enquiries, please contact Monara Customer Support through the contact details provided on our website.

Final Notes

  • Please inspect your order immediately upon delivery.

  • Do not remove tags until you are certain you are keeping the item.

  • We recommend trying garments on carefully to avoid makeup or perfume transfer.

  • Monara reserves the right to amend this policy at any time. The version published on our website at the time of purchase will apply to your order unless otherwise required by law.