RETURN POLICY
30 Day Returns
If you are not entirely satisfied with your purchased items, you could return/exchange them for a refund within 30 days. (from the date you received the package)
Return Conditions
- The items must be unworn, unwashed, undamaged, unaltered, and in the original packaging with the original product label tags.
- Swimwear, underwear, and custom items are non-refundable.
- Returns due to dissatisfaction in style, color, and changes in personal preference do not constitute as quality issues
Return Shipping Fee
- The original shipping fees are non-refundable.
- For the return, please use your own shipping method and at your own cost.
RETURN PROCEDURE
Step 1：Please note that a brand card is attached with the package, just scan the QR code
on the back for a return submission link.
We also accept return requests via email. Please contact service@monstervalley.com, indicating which items you'd like to return, the order number, the reason you'd like to return it, and a photo of the item in its current state. If there are quality issues, please provide images of the exact faulty parts of said items and the cardboard tag, we will process your request within 3 days upon your submission.
Step 2：After receiving our confirmation, you’ll get a return address. Please prepare your package with an order number, tracking number & contact info and send it to the correct address. It usually takes 7 - 21 days, depending on the distance between your location and the warehouse.
Step 3：Once we process your returned items in the warehouse, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
COMPENSATION TIME-FRAME
For returned items or items for exchange, we will need 3-6 business days upon receiving your item(s) to process the solution.
After this time, the refund time-frame is as below:
Paypal account refunds: Up to 48 hours
Credit card refunds: Between 7-14 business days
Wallet refunds: Up to 24 hours
ADDITIONAL INFORMATION
Exchanges
- If you would like to exchange your item, please return the item you wish to exchange and place a new order on our site.
Cancellation
- We offer a full refund if the order is canceled without shipping.
- You should send an order cancellation request to our customer service team via service@monstervalley.com.
- After receiving your order cancellation request, we will cancel the order and process a refund to your payment method quickly.
Email Notification
- Please mark our messages as “Not Spam“ or “Not Junk” it is common that an email will not show in your inbox after being flagged with either of the above.
Return Address
- Please do not send your return to the address on your package. That is not our returns address and will affect the processing of your return
Return Request
- We do not accept items that are sent back without submitting a return request.