MONICATILES RETURN POLICY

Non-Distributor Return Policy
Retail Customers Only

Merchandise purchased through our warehouse may be returned within 30 days of the purchase date.

Requirements for a Valid Return

For a return to be validated and processed, the following requirements must be met:

  • Merchandise must be undamaged, in its original and unopened packaging, in full carton(s), unexpired, in resalable condition, and be deemed a returnable item.
  • Merchandise must be shipped to and received at the designated Monicatiles facility within 30 days after the invoice date.
  • If the return is invalid, the customer will not be refunded and will have 30 days to pick up their merchandise or arrange return shipping at their sole expense from the Monicatiles facility before it is deemed abandoned.

Non-Returnable Merchandise

The following merchandise cannot be returned:

  • Custom products
  • Loose samples and/or sample cards
  • Discontinued, limited stock, and clearance products
  • Product that has been altered, cut, fabricated, and/or installed

Refunds

A 25% restocking fee will be applied to all returned orders and deducted from the customer’s total refund. All valid merchandise returns will be processed upon receipt. For transactions originally paid for by credit or debit card, refunds will be issued to the original form of payment within 2-3 business days once your return has been processed. For transactions originally paid for by an e-check, a mail refund check will be issued within 14 days once your return has been processed. The refund check will be mailed to the shipping address on file for the original order unless otherwise requested.

Cancellations and Changes

Loose samples and/or sample card orders cannot be cancelled or changed. If you wish to cancel or change any other order, please contact us immediately with the order number. Cancellations or changes may be made without penalty or charge if the order has not shipped. Once shipped, changes cannot be made and all cancellations are subject to a 25% restocking fee. All applicable delivery and return shipping costs will be deducted from the total refund. Any and all shipping and handling costs are non-refundable. Please do not refuse shipments. Refused shipments will incur a 25% restocking fee, and return shipping costs incurred will be the responsibility of the customer and will be deducted from the customer’s refund.

Damaged/Defective/Short/Incorrect Product

If any merchandise is received damaged, defective, short, or if the wrong product(s) is received, please contact us immediately, but no later than 5 days after receipt of the order and before merchandise is installed or altered in any way.

If you receive merchandise with any of the above issues, please contact us immediately, and no later than 5 days, with the following information:

  • Order Number
  • Type of Issue (e.g., breakage, defect, short, wrong product)
  • Item with the issue
  • Quantity at issue
  • Pictures clearly showing the issue
  • Confirmation that the product has not been cut or installed

Monicatiles is not responsible for property damage, lost labor costs, repair costs, cutting and/or installation, including improper handling and care of the product. Once installed, merchandise cannot be returned for any reason.

Contact Information

MONICATILES
7411 Lockport Pl. Suite# A
Lorton, VA 22079

Phone: (703) 473-9765
Email: info@monicatiles.com