Returns & Purchase Protection

Every order on MONA is placed with an independent boutique selling through our platform. MONA provides the marketplace, secure checkout and customer support framework. Products are sold and fulfilled by the boutique named on the listing — MONA is not the retailer and does not hold stock.

That distinction matters for returns: some situations follow the boutique's own policy; others are covered by MONA Purchase Protection, which applies across the marketplace.

Each boutique chooses its own change-of-mind return policy. Every product page clearly displays:

• Return window (for example 14 or 30 days — or that returns are not offered)
• Whether exchanges are offered
• Who pays return postage

Always review the boutique's return details on the listing before purchasing — especially for occasion wear, sale items or made-to-order pieces. Change-of-mind requests go to the boutique; MONA does not administer them.

Registered business sellers on MONA must offer 14- or 30-day change-of-mind returns on standard products. The only exemption is made-to-order or personalised items, where change-of-mind returns do not apply.

Change-of-mind returns are handled entirely by the boutique — not by MONA. Typical examples include:

• Doesn't fit
• Changed your mind
• Prefer a different colour
• No longer wanted

These are not covered under MONA Purchase Protection. They are boutique admin only: each seller sets their own window, exchanges and who pays return postage, and that policy is shown on the product page. If a boutique does not accept change-of-mind returns on an item, that will also be clear on the listing.

Made-to-order, personalised or customised products may only be eligible for returns where:

• The item is faulty
• The item arrives damaged
• You received the incorrect item

Boutiques should make clear when an item is made to order. If you are unsure, check the listing before you pay.

Regardless of a boutique's own return policy, customers are protected where:

• The item never arrives
• The wrong item is received
• The item arrives damaged
• The item is significantly different from its description

If a dispute arises, MONA may request evidence from both the customer and the boutique, including:

• Photos
• Tracking information
• Delivery confirmation
• Order details
• Any other relevant evidence

MONA reviews the evidence fairly before making a decision. If we determine that a refund is appropriate under this Marketplace Purchase Protection Policy, MONA may process the refund and recover the refunded amount from the seller's payout balance or future payouts.

MONA acts as the marketplace facilitator and is not the retailer. Purchase Protection is how we stand behind a fair outcome when fulfilment goes wrong — not a substitute for reading boutique change-of-mind policies.

If something arrives faulty or damaged, report it as soon as possible from your order history. Include clear photographs of the item, packaging and any labels or tags that help show the issue. Fast, clear reports help us and the boutique resolve things fairly.

1. Change of mind — contact the boutique using the policy on the product page (window, exchanges, postage). MONA does not process these requests.
2. Purchase Protection issue — open a dispute from your order with a clear description of what happened (missing, wrong, damaged or misdescribed).
3. The boutique responds — they review within a reasonable timeframe and may approve, decline or ask for more information.
4. If a return is approved— follow the boutique's return instructions so the return can be processed cleanly.
5. If they reject or go quiet on a Purchase Protection issue — MONA may step in and review the dispute.
6. MONA decides on the evidence — we weigh what you and the boutique provide and make a final decision where appropriate under Purchase Protection.
7. Refunds under Purchase Protection — if approved, the refund may be recovered from the seller's payout balance or future payouts.

More everyday questions are covered in our FAQs.