Refund Policy

We want you to feel completely confident shopping with Monowander — so every order is backed by our 30-Day Money-Back Guarantee. If something isn't right, we'll make it right. Here's exactly how it works, in plain language.

Last updated: 25 June 2026

1. Our Promise

At Monowander, your confidence matters as much as your safety. That's why we offer an extended 30-day money-back guarantee on eligible items. If you're not completely satisfied with your purchase, you have a full 30 days from the date you receive it to request a return for a refund.

To qualify, items must be returned unused, unworn, and in their original condition and packaging, with any tags, seals, and accessories still attached.

2. How to Start a Return

Starting a return is simple:

• Email us at support@monowander.com with your order number and the item(s) you'd like to return.
• We'll reply with clear return instructions and the return address.
• Pack the item securely in its original packaging and send it back within the return window.
• Once we receive and inspect it, we'll process your refund.

3. Items That Must Be Unused

Because so many of our products are personal and travel-ready, eligible items must come back to us unused and in resalable condition. This includes our travel and safety gear, such as:

• Personal safety alarms, fingerprint padlocks, and door security devices
• Power banks, travel adapters, fans, and electronic accessories
• Foldable stools, travel mattresses, luggage scales, and lunch boxes
• Eye masks, neck pillows, and reflective vests (unworn, with tags)

If a returned item shows signs of use, wear, or damage not present at delivery, we may offer a partial refund or decline the return.

4. Hygiene, Intimate & Personal-Care Items

For health and hygiene reasons, certain items cannot be returned once opened or used, even within the 30-day window. This is standard practice and protects all our customers. These items include:

• Menstrual cups and intimate-care products
• Body, face & intimate wipes
• Hand sanitiser and personal cleansing products
• Reusable makeup remover pads
• Toothbrush sterilisers and the portable urinal

These items are only eligible for return or refund if they arrive faulty, damaged, or with their hygiene seal unbroken and unopened. If any such item arrives defective, we'll always put it right — see section 6.

5. Digital Products & Memberships

Our digital products — including the Monowander App membership and downloadable guides such as "48 Hours In A New City" — are non-refundable once accessed, downloaded, or activated, as they are delivered instantly and cannot be returned.

App memberships can be cancelled at any time to stop future billing; cancellation stops the next renewal and does not refund the current period. To cancel, email support@monowander.com.

6. Faulty, Damaged or Incorrect Items

If your order arrives faulty, damaged, or you received the wrong item, we're truly sorry — and we'll fix it quickly at no cost to you. Email support@monowander.com within 14 days of delivery with your order number and a photo of the issue, and we'll arrange a replacement or full refund, including any return shipping.

7. Refunds

Once we receive and inspect your return, we'll email you to confirm it's approved. Approved refunds are issued to your original payment method, typically within 5–10 business days (the exact timing depends on your bank or card provider).

• The original purchase amount is refunded in full for eligible returns.
• Original shipping charges are non-refundable unless the item was faulty or incorrect.
• Return shipping costs are the customer's responsibility, except for faulty, damaged, or incorrect items.

8. Exchanges

The fastest way to exchange an item is to return the original (following the steps above) and place a new order for the item you'd prefer. If you need help, just email us and we'll guide you through it.

9. Late or Missing Refunds

If you haven't received a refund you're expecting, first check your bank account again, then contact your card provider — it can take a few business days for a refund to officially post. If you've done this and still haven't received it, email support@monowander.com and we'll chase it for you.

10. Your Statutory Rights

This policy is offered in addition to — and does not affect — your statutory consumer rights under applicable law (including UK, EU, and US consumer-protection regulations). You may always be entitled to a remedy where an item is faulty or not as described.

11. Contact Us

Questions about a return, refund, or your order? We're here to help and we'll always do our best to look after you.

Your safety. Your freedom. Everywhere.