Refund policy

Last updated: October 26, 2026

Requesting a return within 180 days

For purchases from Monvexam, operated by Xiamen Yueyanfang Network Technology Co., Ltd., you may request the return of an eligible product within 180 calendar days of delivery. This change-of-mind arrangement is additional to the rights you may have for goods that are faulty, unsafe, incorrectly described or not delivered.

Condition of a change of mind return

An item should be unused, clean and in its original condition, with its supplied parts, accessories and original packaging. Please retain proof of purchase. Opening packaging to inspect an item does not by itself remove statutory cancellation rights. Where law allows inspection or handling, we apply those rights rather than a blanket unopened-only rule.

Kitchenware used to prepare, cook, serve or store food is not eligible for an ordinary change-of-mind return once used, unless applicable law provides otherwise. This condition does not prevent a claim about a defect discovered during normal use. A hygiene exclusion applies only where legally valid and disclosed before purchase; food-contact use is not a blanket reason to refuse all returns.

Any product-specific restriction for genuinely personalized or other legally excluded goods must be disclosed before purchase. A discounted price alone does not remove rights relating to defects or incorrect descriptions.

How to submit your request

Email service@monvexam.com with your order number, the item you want to return and whether the request concerns a preference, damage, a defect or an incorrect item. A reason helps us route the request, but is not required for a statutory withdrawal that does not require a reason. Include photographs where relevant and reasonably available.

Contact us before posting a return so that we can supply the correct destination and return instructions. Neither the registered office nor an address printed on a parcel should be used without confirmation. Retain evidence of posting. If your request was made on time, waiting for our instructions will not make it late.

Return destination and costs

Our return warehouse is located in the United States. Contact service@monvexam.com before sending a return to receive the correct U.S. warehouse address and return instructions. The company registration address is not a return address.

For a preference-based return, you pay the direct return postage to our U.S. return warehouse, unless the offer or applicable law says otherwise. We do not charge a restocking fee. Original outbound delivery charges are not refunded for a voluntary preference return, except where required by law. If statutory withdrawal requires reimbursement of standard outbound delivery, we reimburse that amount; an optional premium delivery upgrade need not be reimbursed beyond the standard amount where law permits.

For a damaged, defective, incorrect or materially misdescribed item, we provide an appropriate return, replacement, repair or refund solution at no additional cost to you. If a return is needed, we provide prepaid postage or agree reimbursement of reasonable postage before you send it. We do not require you to buy a replacement before reviewing a valid claim.

Damage and product concerns

Stop using an item that appears unsafe. Contact us as soon as reasonably possible, keeping the item and packaging if safe to do so. We assess the evidence and applicable rights. There is no automatic 24-hour reporting cutoff, and we do not reject an otherwise valid claim only because packaging is unavailable.

Return assessment and refund processing

After receiving a return, we inspect it and explain the outcome. If we believe an item does not meet the voluntary return conditions, we explain why and discuss the available options; mandatory consumer rights take priority.

Once the returned goods have been received and inspected, an approved refund is issued to the payment method used for the purchase within 5-10 business days, unless an earlier deadline applies by law. Your payment provider may take additional time to display the credit. Please contact us if it has not appeared after the stated period. If the law requires earlier reimbursement, or allows withholding only until receipt or proof of posting, that requirement takes priority.

For an approved pre-dispatch cancellation, we initiate the refund promptly and no later than 5 business days after confirming cancellation, subject to any shorter legal requirement. We do not charge a cancellation fee.

Exchanges and statutory rights

Contact us to discuss a replacement or exchange; availability must be checked before it is agreed. You are not required to accept store credit instead of a refund when a refund is due.

Where EU or UK statutory distance-selling withdrawal rights apply, you normally have 14 days after delivery to notify us of withdrawal and a further 14 days to send the goods back, subject to lawful exceptions. Our 180-day voluntary policy does not shorten those rights. Other mandatory local remedies and guarantees also remain available.

Operator and contact information

Monvexam is operated by Xiamen Yueyanfang Network Technology Co., Ltd.

Registered address: Room 501-7, No. 11 Hualian Road, Siming District, Xiamen, Fujian Province, China

Email: service@monvexam.com | Telephone: +852 2619 7557

Customer service: Monday-Friday, 8:00 AM-6:00 PM, Eastern Time (ET), observing daylight saving time where applicable.