Refund policy

Last updated: October 7th, 2025

This policy applies to all purchases made directly from discovermonk.com. The policy covers all products sold via our website, however, please note key differences between products listed below. 

1. Your Right to Return

You have a legal right to change your mind within 14 days of receiving your order and receive a refund.

1.1 Conditions

  • You must notify us within 14 days of delivery if you wish to return your product.

  • Products must be unused or handled only as reasonably necessary to inspect them, with all accessories included.

  • If items are returned used beyond that, incomplete, or damaged, we may reduce the refund to reflect loss in value.

  • Returns must be sent within 14 days of notifying us.

  • Customers are responsible for return shipping costs, unless the product is defective or damaged.

1.2 Exclusions

You can’t return:

  • Products made to your specifications or clearly personalised.

  • Items returned incomplete, excessively used, or damaged beyond reasonable inspection.

  • Consumables or accessories that can’t be returned once opened for hygiene or safety reasons.

2. Refunds

2.1 What we refund

  • We refund the product price and the cheapest standard outbound delivery fee charged by Monk (not any premium/timed upgrades).

  • Import duties and taxes paid to customs or couriers in your country are not refundable by Monk.

  • Monk Origin (UK only): refunds are issued after collection and inspection, less the cost of collection (unless the product is defective or damaged).

2.2 When we refund

  • Refunds will be made to your original payment method within 14 days of receiving your return (or proof of dispatch, whichever is earlier). Refunds take 7-10 days to appear on your statement after this date

  • Returns sent from the EU may take longer to arrive, so there may be a delay in issuing refunds

3. How to Start a Return

  • Email support@discovermonk.com or raise a ticket via our website.

  • Include your order number, proof of purchase, and a brief reason for return.

  • Our team will confirm eligibility and next steps.

3.1 Monk Origin (UK only)

  • Returns for Monk Origin are limited to UK customers.

  • We will arrange collection via our logistics partner.

  • Once collection and inspection are complete, your refund will be issued minus the cost of collection (unless faulty).

3.2 All other products (courier returns)

  • Please email us at support@discovermonk.com before packaging your return. We will provide return shipping instructions to ensure that we can identify and inspect your return in a timely manner

  • Please ship returns via a tracked courier.

  • Ensure the product is drained, clean, and dry before shipping.

  • Customers are responsible for sourcing packaging (original packaging preferred but not required).

  • On request, we can provide a courier label at cost and deduct that from the refund.

3.3 Third-party purchases

  • If you bought your Monk product from a retailer or marketplace, please contact them directly to initiate the return under their policy.

  • We cannot initiate returns or issue refunds for orders purchased through third-parties.

4. Faulty or Damaged Items

  • If your product arrives damaged or develops a fault, contact support@discovermonk.com.

  • We’ll work quickly to diagnose and resolve the issue by phone, video, or engineer visit.

If a replacement is required under warranty:

  • We’ll ship a replacement unit at no cost to you.

  • If you’re located in the EU and are charged import duties or taxes on the replacement shipment, Monk will reimburse these costs once you provide proof of payment (e.g. courier or customs receipt).

  • Please refer to our Warranty Policy for details on coverage and claim process.

5. International (EU) Orders

  • Orders ship from the UK. EU customers are responsible for local import duties and taxes on delivery (DDU).

  • Returns are accepted within 14 days of delivery; return shipping costs and any local duties/taxes are the customer’s responsibility.

  • To minimise charges, please mark returns as “Returned Goods” and include your RMA. If Monk incurs import charges due to incorrect or missing declarations, we may deduct those actual costs from your refund.

  • Refund timing may be slightly longer due to customs processing.

6. Contact

For any questions about returns, refunds, or exchanges, please contact support@discovermonk.com.