Refund policy

No Returns and No Exchanges

We are a made-to-order company, which means that all products are unique and produced only once ordered. This also means that returns and exchanges are not supported if you ordered the wrong size, colour, or simply changed your mind.

Damages and issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.  In case of a damaged product or a manufacturing error, we offer a free replacement or a refund if you contact us within 7 days of product delivery. Please get in touch with our team by clicking the "Report a Problem" button found on the delivery confirmation e-mail of your order. You will need to provide us with the clear description of the issue and a clear photo showing the issue.  This is the fastest way to get in touch with us with any order issues.   As always, you can email us at CustomerCare@themonkeyhaus.com for any follow-up questions or feedback.   

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at CustomerCare@themonkeyhaus.com.

 

United Kingdom & European Union 14 day cooling off period

Notwithstanding the above, if your order is being shipped into the United Kingdom and European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.