Refund policy

Refund & Returns Policy (Mon’s World)

Returns & refunds

Each Mon’s World artwork is made to order. Because of this, we do not accept returns or exchanges for change-of-mind purchases.

We only offer a replacement or refund if:

  • your item arrives damaged or defective
  • you receive the incorrect item
  • your order is lost in transit, subject to the conditions below

If your order arrives damaged, defective, incorrect, or does not arrive within the expected delivery window, please contact us at studio@monsworld.xyz as soon as possible.

For damaged, defective, or incorrect items, please contact us within 14 days of delivery and include:

  • your order number
  • clear photos of the item
  • clear photos of the packaging it arrived in

For international orders believed to be lost in transit, please contact us if the order has not arrived within the expected delivery window. Claims for non-delivery should be raised no later than 28 working days from the shipping date.

Once approved, we will arrange a replacement or refund at no additional cost to you where the issue is due to damage, defect, an incorrect item, or eligible loss in transit.

Non-returnable items

The following items are not eligible for returns or exchanges for change-of-mind:

  • art prints and artworks
  • sale items
  • gift cards
  • custom or made-to-order items

This does not affect your right to contact us if an item arrives damaged, defective, incorrect, or is not delivered as expected.

Cancellations & order changes

Because all artworks are made to order, cancellations or changes can only be requested before production begins. Once an order has entered production, we cannot guarantee cancellation, edits, or address changes.

Condition of items

If a return is authorised, items must be:

  • in the condition they were received
  • unused
  • in their original packaging, where possible

Items sent back without prior approval will not be accepted.

Return instructions

Please do not send items back without contacting us first. In some cases, a physical return may not be required. If needed, we will provide return instructions or arrange collection.

Shipping, returns & international orders

Mon’s World ships within South Africa and to selected international destinations shown at checkout.

If a return or replacement is approved because an item arrived damaged, defective, incorrect, or due to an error on our side, we will cover the reasonable return or replacement cost where applicable.

We do not accept returns for reasons outside the policy above.

Customs, duties & import fees

International orders may be subject to customs duties, import taxes, VAT, handling fees, or similar charges imposed by the destination country. These charges are the responsibility of the customer unless otherwise stated at checkout.

Customs clearance may also cause delays that are outside our control.

Address accuracy & failed delivery

Please make sure your shipping address is complete and correct before placing your order.

We are not responsible for delays, losses, or failed deliveries caused by:

  • an incorrect or incomplete shipping address
  • failed delivery attempts
  • customs restrictions or import issues
  • postal strikes, severe weather, or other courier disruptions outside our control

If an order is returned or must be reshipped because the address provided was incorrect or incomplete, additional shipping or replacement costs may apply.

Colour & display disclaimer

Please note that colours may vary slightly due to screen settings, lighting conditions, and device displays. Minor colour variation does not qualify as a defect.

Refunds

If your issue is approved:

  • refunds will be processed to your original payment method
  • please allow 5 to 10 business days for the refund to reflect, depending on your bank or payment provider

If you have not received your refund after 10 business days, please contact us at studio@monsworld.xyz.