MONO After-Sales Service Description

At MONO, we believe every piece of jewelry carries a story and a special meaning. To ensure you can shop and wear with confidence, we offer a 30-day after-sales service to protect that unique beauty with you.

Non-Defect Scope Description
All MONO jewelry is carefully crafted, with many details originating from handmade techniques and the uniqueness of natural materials. Therefore, each piece has its own individual characteristics. These natural or handmade traces do not affect wearability or functionality and are considered normal, not defects.

Common normal phenomena include:

• Color difference: Products are photographed as they are, and we strive to reproduce colors accurately. However, due to lighting and screen display settings, actual items may have slight color variations.

• Size variance: Hand measurements may have a slight error of ±0.5–1 cm, which is normal.

• Handcrafting traces: Minor residual glue, slight scratches, or uneven metal surfaces may occur during production or shipping.

• Earring pin curvature and welding marks: Softer materials may cause slight bends in earring pins, which can be adjusted manually. Occasional darkening at welding points is a normal metalworking reaction.

• Natural material characteristics: If natural gemstones, freshwater pearls, or minerals are used, each piece may vary in color, texture, and shape, and may contain natural cracks, inclusions, or cloud-like patterns.

• Painted/enameled jewelry: Slight uneven thickness, minor glue overflow, or small impurities may occur during the handmade process.

• Other details: Tiny spots smaller than 0.5 cm, fine lines/small dents in metal plating, variations in artificial gemstone colors, or minor loose threads on fabric products.

Return and Exchange Policy
Handling Defective Products:
Within 10 days: If the product does not match the order, is damaged, or has obvious defects, please take photos and contact customer service as soon as possible. We will assist with returns or exchanges, with shipping costs covered by MONO.
Days 11–30: Returns or exchanges are no longer accepted.

Non-Defective Product Return Guidelines:
Within 10 days: Returns are accepted, with return shipping covered by MONO.
Days 11–30: Returns are accepted, but customers must cover return shipping. Refunds will be issued as member store credit.
※ Store credit can only be used on the official website and cannot be redeemed for cash or used at physical stores or other channels.

Return Instructions

  Please contact customer service for confirmation before shipping returned items. Unconfirmed returns will not be accepted.

• Only one return or exchange is allowed per order. Please verify all details before proceeding.

• Returned products must be unused and include:

  • The product itself with no signs of wear or use.

  • Original tags and labels intact.

  • All free gifts (e.g., promotional items, storage bags, packaging boxes) must be returned together.

• Earring products are considered personal hygiene items. Once unsealed (regardless of wear), returns or exchanges are not accepted unless deemed defective.

• If a return causes the order to no longer meet the free shipping or promotion threshold, the corresponding shipping fee or difference will be deducted from the refund.

• Add-on items cannot be returned separately and must be returned with the main product; otherwise, the return will be invalid.

• Refunds or exchanges will be processed after customer service confirms receipt and inspection of the returned items.

• If store credit is chosen as the refund method, it can only be used on the official website and is non-transferable to cash.

Additional Return Notes
To protect both parties’ interests, please note the following:

• Handling Non-Qualifying Returns:
  If returned items do not meet return criteria (e.g., not part of the order, show signs of wear, incomplete packaging, etc.) or are not sold by MONO, returns will not be accepted. The items will be returned via “cash on delivery” (shipping fee: approximately NT$130–170).
  If we cannot contact you, the items will be held for one month from the return request date. After this period, unclaimed items will be considered abandoned, and no refund or store credit will be issued.

• Handling Misplaced Personal Items:
  If personal items not belonging to MONO are accidentally included in the return package, they will be returned via “cash on delivery” (shipping fee: approximately NT$130–170).
  We will contact you via customer service before shipping, and the items will be sent within 3–5 business days upon your confirmation.
  If no response is received within one month of notification, the items will be disposed of.

• Discrepancy in Return Items:
  If the returned items do not match the provided return list, we will process based on the actual received items without further notice. Please verify the contents before returning.

Shopping and Return Policy Reminder
Placing an order signifies your agreement to and acceptance of MONO’s shopping and return policies.
If frequent or malicious returns occur due to personal reasons, the company reserves the right to restrict or terminate your shopping and service privileges and may add you to a blacklist.

If you have any questions about the products, please feel free to contact us. The MONO team is here to assist you sincerely.