Return & Exchange Policy
Except for Worry-Free Trial Kits, overseas purchases are not eligible for returns or exchanges unless the product is defective or the quantity is incorrect. Please carefully review your order details before proceeding to checkout. Completion of the order implies agreement with this policy.
We will conduct quality inspections before shipment. If you receive defective or incorrectly shipped goods, please contact our customer service within 7 days (including holidays) from the date of receipt, and we will assist you as soon as possible.
Please ensure to record the entire unpacking process to verify if any items are missing or damaged to protect the rights of both parties. Please provide an original file including the unboxing process, the product itself, and the invoice of the goods. Fast-forwarded and edited videos will not be accepted.
Defective Products or Quantity Discrepancies
If you encounter defective products or discrepancies in quantity, please provide the following details, and we will arrange a return or exchange according to your preference:
Order number
Unboxing video
Clear photos of the product in its original packaging
After confirmation by our customer service team, you will need to return the item(s) at your own expense. The courier charges for the returned parcel will be reimbursed as store credits. Refunds will be processed within 10-30 working days after Mona Frema receives and verifies the returned goods.
※ Please take note:
If only part of your order is returned and the remaining items no longer qualify for any applied promotions, the remaining items will be charged at their original prices. The refund for the returned items will be processed after deducting the price difference between the promotional rate and the original price.
If the product(s) were purchased at a discounted price through promotions or coupon codes, the amount refunded will be based on the actual amount paid by the buyer.
Buyers are responsible for the courier charges of the return parcel, payment processing fees, and any additional costs, including taxes and duties. Please ensure you agree to these terms before making a purchase.
Due to varying international trade regulations, we strongly recommend verifying compliance with your local government regulations before placing an order. Mona Frema is not liable for any confiscation of parcels or products by customs authorities. In such cases, the cost of the goods and shipping fees will not be refunded.
In case of repeated violations of Mona Frema's returns and exchange policy, we reserve the right to suspend your account in transactions.
