Refund policy
MONARA.
Returns &
Refund Policy
Your satisfaction matters to us. Find out how Monara handles returns, refunds and product concerns for our Cordless Hair Straightening Brush.
01 / General Policy
At Monara, we are committed to providing quality beauty and styling products that make everyday hair care effortless. This policy explains the procedures for returns, refunds and defective products relating to our Cordless Hair Straightening Brush.
This policy applies to purchases made through Monara's website and associated sales channels in South Africa and is subject to applicable consumer protection legislation.
02 / Change-of-Mind Returns
For eligible online purchases, customers may exercise applicable cooling-off rights under South African law.
Where a change-of-mind return is permitted, please return the product with its accessories, charging cable, packaging and included instructions.
For hygiene and safety reasons, inspect the product without using it beyond what is reasonably necessary to examine it. Excessive use, damage or missing accessories may affect a discretionary return, subject to applicable law.
03 / Hygiene & Product Condition
As the brush is a personal-care electrical product, returns will be assessed for hygiene, safety and condition.
- The brush should be clean and free from hair and product residue.
- Include the charging cable and supplied accessories.
- The product must not have been damaged through misuse, neglect or unauthorised modification.
- Include the original packaging where reasonably possible.
Nothing in this section limits your statutory rights regarding defective or unsafe products.
04 / Defective or Damaged Products
If your brush arrives damaged, does not function correctly or develops a qualifying defect, please contact Monara as soon as possible.
Please provide:
- Your full name and order number.
- A description of the issue.
- Photographs or a video demonstrating the problem, where appropriate.
- Photographs of the packaging if it arrived damaged.
05 / Incorrect Items
If you receive a product different from the one ordered, contact Monara with your order number and photographs of the item received.
Where the error is attributable to Monara, we will arrange an appropriate remedy in accordance with applicable consumer law.
06 / Product Misuse & Exclusions
Claims may be affected where a problem results from:
- Accidental damage or dropping the device.
- Exposure to liquids contrary to the instructions.
- Incorrect charging or use of an incompatible charger.
- Unauthorised repairs or modifications.
- Failure to follow the safety and operating instructions.
- Normal wear and tear, where applicable.
These exclusions do not apply where they would unlawfully limit your consumer rights.
07 / Refunds
Once a return has been received and assessed, Monara will communicate the outcome to the customer.
Approved refunds will generally be processed through the original payment method where reasonably possible. Statutory refund deadlines apply where required by law.
For online transactions cancelled under section 44 of the Electronic Communications and Transactions Act, applicable refunds must be made within 30 days of cancellation.
08 / Exchanges & Replacements
Where appropriate and permitted by law, Monara may arrange a replacement for an eligible product.
Replacement availability depends on stock levels. Where a replacement is unavailable, the applicable statutory remedy will be provided.
09 / Return Shipping
For qualifying defective products or errors caused by Monara, return costs will be handled in accordance with applicable law.
For eligible change-of-mind returns, customers may be responsible for the direct cost of returning the product where permitted by law.
Please package the brush securely and retain proof of shipment.
10 / Product Performance
Results may vary depending on hair type, length, texture and styling technique. Follow the product instructions and recommended usage guidelines.
A difference in personal styling preference does not, by itself, establish that a product is defective. This does not exclude remedies where the product fails to meet applicable legal requirements or representations made by Monara.
11 / Safety & Care
Before using your hair straightening brush:
- Read all supplied instructions.
- Charge and operate the product as directed.
- Keep the device away from water unless designed for such use.
- Allow the brush to cool before storing it.
- Keep it out of reach of children when hot or charging, as applicable.
Damage caused by use contrary to the instructions may affect a claim where legally permitted.
12 / How to Request a Return
Contact Monara through the contact details provided on our website and include:
- Full name and order number.
- Email address and contact number.
- Reason for the return.
- Supporting photographs or videos, where relevant.
Monara will provide the applicable return instructions.
13 / Consumer Rights
This policy is subject to the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002 and other applicable South African legislation.
Nothing in this policy excludes, restricts or waives any consumer right that cannot lawfully be excluded.
Need assistance?
For return, refund or product support enquiries, visit Monara online.
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