Returns and Refunds Policy
At Monstrous Entertainment, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we offer a return and refund policy for both Canadian and international customers. Please read the policy below to understand the process for returns, exchanges, and refunds.
1. Return Eligibility
We accept returns and exchanges on products that meet the following conditions:
The product must be in original, unused condition, with all tags, packaging, and labels intact.
The product must be returned within 30 days of receiving your order. (Typically, returns are accepted within 14-30 days from the date of delivery.)
See section 6 for Defective or Damaged items
2. How to Initiate a Return
To begin the return process, please follow these steps:
Contact Us: Reach out to us at info@monstrousent.com within the return window to notify us about your intent to return the item.
Return Authorization: We will provide you with a Return Authorization Number (RAN) and detailed instructions for how to return the product. Returns without this number may not be accepted.
Packing and Shipping: Carefully pack the item in its original packaging (if available). You will be responsible for return shipping costs unless the item is defective or an error occurred on our part.
Return Shipping Address: Send the product to the following address:
MONSTROUS ENTERTAINMENT
PO Box 401
Eastern Passage, NS, B3G1M6, Canada
3. Return Shipping Costs
Within Canada: You are responsible for return shipping costs unless the product is defective or you received an incorrect item. We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of your returned item.
International Orders: Return shipping costs for international orders are the responsibility of the customer, and we are not responsible for customs fees, taxes, or duties that may apply.
4. Refunds
Processing Time: Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. Please allow up to 5-10 business days for us to process the return and issue the refund.
Refund Method: If your return is approved, your refund will be issued to the original payment method used for the order. Please note that shipping costs are non-refundable.
Partial Refunds: In certain cases, we may offer partial refunds for items that show signs of wear or damage not caused by us.
5. Exchanges
If you would like to exchange a product for a different size, color, or item, please contact us to discuss the exchange options. Depending on stock availability, we will guide you through the process of exchanging the item or provide a refund if an exchange is not possible.
6. Defective or Damaged Products
If you receive a defective or damaged item, please contact us within 30 days of delivery with the following information:
Your order number
Photos of the defective or damaged product
A description of the issue
We will provide a full refund or send you a replacement at no additional cost. Please note that this policy only applies to defects or damages caused during production or shipping, not due to misuse or accidents after the product has been used.
7. Non-Returnable Items
The following items are not eligible for return or refund:
Products marked as final sale.
Products that have been used or altered from their original condition.
8. Late or Missing Refunds
If you haven’t received your refund yet, please check your bank account or credit card statement. It may take some time for the refund to appear due to processing times by your bank or payment provider.
If after checking you still haven’t received your refund, please contact us at info@monstrousent.com, and we’ll be happy to assist you.
9. Contact Us
If you have any questions or need assistance with your return or refund, please reach out to us at:
Monstrous Entertainment
Email: info@monstrousent.com