Refund policy
At Monaro, we prioritize quality and customer satisfaction. However, due to the hygienic nature and delicate handling requirements of jewellery, we follow a strict returns policy. Please read the details below carefully before making a purchase.
Returns & Exchanges
Returns are only accepted in cases where the product is received in a damaged, defective, or incorrect condition. Customers must contact us within 24 hours of receiving the order. Claims raised after this period will not be considered.
For all damage or defect claims, a clear and continuous unboxing video is mandatory. The video must show the sealed package, the unboxing process, and the issue with the product. Requests submitted without proper video proof will not be approved.
To be eligible for a return, exchange, or store credit, the product must:
- Be unused, unworn, and unaltered
- Be returned in its original packaging
- Be accompanied by a valid proof of purchase
Return Review & Approval
Once a return request is submitted, our team will review the claim, along with the unboxing video, within 2–3 business days. Based on the verification:
- If the claim is genuine and verified, we will offer a replacement of the same product, subject to availability, or an exchange for a different product of equal value (customer pays any price difference), or a store credit note valid for 6 months, or
- In cases of verified, genuine damage, a monetary refund may be issued at our discretion, where a replacement or exchange is not suitable or not possible.
We do not guarantee refunds outside of verified damage claims — most resolved claims are handled through replacement, exchange, or store credit.
Store Credit Policy
- Store credit notes are issued for the full value of the eligible item (excluding non-refundable shipping/handling charges, if applicable).
- Credit notes are valid for 6 months from the date of issue and can be used towards any purchase on our website.
- Credit notes are non-transferable and cannot be redeemed for cash.
- Unused credit expiring after 6 months will lapse and cannot be reinstated.
Non-Returnable & Non-Refundable Items
The following situations are not eligible for return, exchange, refund, or store credit:
- Products damaged due to misuse, negligence, or normal wear and tear
- Items returned without original packaging
- Claims made after 24 hours of delivery
- Products purchased during sales or promotions (unless received damaged)
Order Cancellation
Orders can be cancelled within 3 hours of placing the order, provided the order has not yet been dispatched. Once the order is shipped or the 3-hour window has passed, cancellations will not be accepted. Customers are advised to contact us immediately in case of cancellation requests.
Contact Us
For any questions related to returns, exchanges, refunds, or store credit, please contact us at:
📧 Email: monarobyrealgold@gmail.com
📞 Phone/WhatsApp: +91 9082712565