Our returns policy is straightforward. If you received an item that is clearly not as described or faulty, due to no damage or otherwise interference or mishandling from you, you will be issued a refund within 7 days. We may ask for validating evidence and reserve the right to assess each returns claim.
If you have any questions about a product before purchasing, ask our customer service team beforehand and we’ll be happy to help. This will save you time and money, and you can be sure to only buy the products you will love.
If you change your mind about a product, MonAfrique will refund you the cost of the item minus the shipping cost both ways and other transaction and third party processing fees, including payment transaction fees.
Just as we would like you to buy quality products, we also need to protect our sellers too, so be sure to ship the item within the return period for that specific item. Once the item has been received by the seller, in its original and complete packaging and conditions, and without any damage, or wear and tear or alterations of any sort (including washing), you’ll receive a refund for the product price. The amount refunded may not be the same due to currency fluctuations at time of refund.
Some items or product categories are non-refundable. These include:
- Clearance items
- Gift cards
- Items marked non returnable such as Artwork and custom orders
- Items purchased as part of a bundle discount rate ( unless you return the entire bundle in their original packaging and state)
- Already used items but unfaulty product (we guard the integrity of our marketplace and if you return an already used item, we will be unable to provide you with a refund).
- Items marked as non returnable when the seal is broken
- Art and antiques sales are final.
Other special items have special return conditions, these include:
- Bulky furniture
- Delicate/fragile items
- Custom Orders
These special pieces require special care, and only pre-authorized logistics arrangements may be permitted to transport them. We advise you to be present while the item is being delivered so you could note any damages if any, then. Should you observe significant damage to the product’s outer packaging, please reject the shipment and have the courier return it. If there is minor damage to the packaging, please indicate this when you sign for the shipment. Please notify us by email at [email protected] for how to return such special items.
Inspect your item
We strongly advise you inspect your item upon delivery. In the following instances, MonAfrique will refund your money and work to get you the product you wished for, at no additional cost to you, provided you notify within the time allowable refund time for such an item:
- you receive an item that is damaged or different than what you ordered,
- you don’t receive an order at all (because the artisan never shipped the item, not because the logistics company did not deliver the product in question )
Items that shipped / arrived much later than expected
If an item ships and arrives much later than expected, save in the causes of force majeures or extenuating circumstances on the side of the Artisan Partner or logistics company, we will review on a case by case basis to investigate the cause of late arrival. In certain instances you may be able to request a full refund for your product. Your refund will be issued once the item has been returned to the artisan partner. Please note however, that bespoke / custom orders may require additional time – rest assured, we would do our best to get you your order or provide your money back
Missing Items
We strongly encourage you to be present when your items are being delivered by our authorized logistics partners. We require authorized signatures for items to be delivered. If you do not receive an item that has been marked as delivered by the logistics company, we will do our best to help you locate the item. Please note that MonAfrique’s does not have any further liability to ensure packages are delivered by our partner logistics company.
Store Credit
In some cases where you’re ineligible for a refund by means of original payment, we’ll offer you store credit, For example when returning the product would cost one or more parties involved, much more than the value of the item, we may offer you store credit in place of a refund. Store credit may not be redeemed for cash and is non transferrable or sellable. It also may not apply to certain products.
Nothing in this return policy holds MonAfrique liable for costs incurred or lost due to refund claims. Ultimately, MonAfrique will review refund requests on a case by case basis. MonAfrique may in its sole discretion exercise reasonable judgment and act in good faith to resolve refund requests. Whereby at our sole discretion, MonAfrique finds that the statements outlined here in our refunds policy, to not be a suitable remedy, you agree and allow MonAfrique to use its sole discretion to determine a suitable remedy.
Ultimately, we want you to love your products. If there’s something wrong, we’ll try to fix it. We want to protect the shopping experience for everyone, so we remove products that repeatedly let our clients down. We would also prevent buyers with unusually high return rates from purchasing on the site.
Processing of Refunds
- MonAfrique will endeavour to make refunds to customers through the same payment facility through which the payment was originally made. Where it is not possible to make such a refund through the original form of payment, we may require other verification before the refund can be processed.
ii.By accepting these TOCs you agree that if MonAfrique has followed the processes mentioned above in good faith it shall have no further or other liability or obligation to you.
Ultimately, It is important that if, as a customer you are not satisfied with a product, you notify MonAfrique within seven (7) days of purchase. Once the seven days have elapsed, MonAfrique shall be unable to offer customers any remedy. If you reside in the European Union, or United Kingdom and Ireland, you acknowledge and agree that your statutory right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, is not applicable to MonAfrique Marketplace or any of its Services.
