Customer Code of Conduct
We reserve the right to refuse service and upholding any of our policies if at any point a member of our team is not treated with respect, feels threatened, or aggressive language is used in communicating with Monday on Mars™ staff.
Returns & Exchanges
Returns and exchanges will be accepted for a period of 30 days from when the order was shipped. To be eligible for this, your merchandise must be unwashed and unworn; we need it sent back to us in its original condition with the hang tag and sticker still attached. Any apparel that was customized with a name or expression (for example: a semi customizable item from our HEARTS collection) is not eligible for return or exchange.
Any items purchased on sale or promotion will not be eligible for return or exchange unless otherwise stated. Note that all shipping charges are non-refundable, and return shipping charges are the responsibility of the customer. We will not reimburse any shipping charges for returns or exchanges.
If your item is damaged or defective, please contact us with a photo of the damage or defect so we can review and replace. This policy is in place for what is considered a reasonable amount of time after purchase.
If you change your mind about your purchase, we can accommodate your cancellation within 24 hours. Requests for cancellations after 24 hours will be subject to a case by case review.
Items can be returned to us for a number of reasons. Some of these include unclaimed, no unit number, moved, unknown address, etc. You must be aware that a wrong address can result in lost mail and there are cases where we do not receive them back delivered to someone else. Please ensure when placing an order everything is correct for mailing as we cannot be held responsible if the address is incorrect resulting in items are lost in transit.
Each occurrence is dealt with on a case by case basis, but below is a general guideline.
Canadian & International Orders
You will be contacted once we receive your return and have an opportunity to get a refund minus any actual shipping costs paid by us. (Example: If you paid $10 shipping, but our actual cost of shipping was $15, you will be refunded for the apparel minus the shipping shortfall of $5).
Alternatively, we can re-ship, but will ask that the shipping cost be covered.
United States Orders
We use a USPS shipping partner for all US orders to help keep costs minimal for our customers. When items are returned however, we get charged a $5 fee for each package, along with the shipping costs to receive the items back. If you are a US customer, and your items has been returned, we can either refund minus the costs we paid to receive the goods back, or we can re-send with these costs added, as well as the additional shipping cost to re-send.
If there are any issues we need to have communication within 30 days of the normal shipping window so it can not only be dealt with in a timely manner, but so we have time to communicate with our shipping partners within their allotted time window.