Refund policy

All our products are custom-produced to the specifications provided by the customer. For this reason, we are unable to allow refunds or returns on any orders that have entered the manufacturing process. 

If you have concerns about your order, contact our customer service department via email at monapacking@163.com for assistance and resolution, using the following guidelines. 

If your order is	Contact us
Damaged during shipping	Immediately upon receipt. Take clear photos of the delivery and the damages including the outer packaging.
Not received	5 business days after the end of the Estimated Delivery Date and check tracking link(s) you may have received for details on shipping status.  Contact us if any question.
Concerns with quality, quantity received, or other issues	Immediately upon identifying the issue, but no later than 14 calendar days (2 weeks) of receiving the order. Clear photos of the issues will assist in quicker resolution.

Refund, credit, or replacement of any product will be at our sole discretion. Any refund, replacement, or credit shall constitute our entire, sole, and exclusive liability, and your sole and exclusive remedy, with respect to that order.  

For any STOCK (non-customized) product we deem to be eligible for a return, the item must be unused and returned in the same condition that you received it. If a return is requested, the customer support team will provide an address for you to return the item. You will be responsible for packaging, arranging, and paying the shipping costs for the return. 

For the customized product, we don't support the return or refund due to their unique nature and personalization. As these products are made specifically to your specifications and cannot be resold, we are unable to accept returns or issue refunds.