Returns & Refunds Policy

1. Cancelling Before Dispatch

If you change your mind before your order has been dispatched, you can cancel it by emailing us at help@monstershop.co.uk or calling us on +44 (0)1347 878 887.
We will confirm the cancellation and arrange your refund.

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2. Statutory 14-Day Cooling-Off Period

In line with UK and EU consumer law, you have the right to cancel your purchase within 14 days of receiving your order, without giving any reason.

• Items must be returned unopened and in a resalable condition.
• You are responsible for return shipping costs and for using a courier service that provides tracking/insurance.
• Once we receive the returned item in resalable condition, we will issue a full refund of the original purchase price.

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3. Extended 30-Day Returns Policy (Commercial Policy)

We also offer an extended returns window of 30 days from the purchase date.

• Items must be returned in perfect working order.
• You must contact our Customer Care team on +44 (0)1347 878 888 to obtain a returns reference number before sending anything back. Returns without a valid reference cannot be processed.

Once we receive your item, our Quality Care team will inspect it. If the product is not in unopened/resalable condition, it will be graded according to our scale below, and your refund will reflect its resale value.

Product Grading Scale:

• Used – Like New: Perfect working condition, packaging may show damage. Full functionality and all essential accessories included.
• Used – Very Good: Very good condition, limited use, may have minor cosmetic marks. May arrive in damaged/repackaged box. Could be missing non-essential accessories.
• Used – Good: Good condition with signs of moderate use. Minor cosmetic damage (e.g. scratches). May be missing some accessories.
• Used – Acceptable: Noticeable signs of use (scratches, dents, worn edges). May be missing important accessories. Still functional.
• Used – Not Functional: Does not work or cannot be resold. No refund will be given.

Example:

If you return a product purchased new for £80 and it is graded Used – Very Good (resale value £70), your refund will be £70.

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4. Refunds

• Once your return has been inspected and graded, we will notify you of the outcome and process the appropriate refund.
• Refunds will be issued to your original payment method.
• Please allow up to 7 working days for the funds to appear in your account.

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5. Important Notes

• A valid returns reference number is required for all returns.
• You are responsible for ensuring products are securely packaged for return.
• This policy applies in addition to your statutory rights.

Your statutory rights are not affected.