Return & Exchange Policy

Monkeez - Pakistan’s Emerging Unisex Clothing Brand

Return, Exchange & Refund Policy

At Monkeez, we are committed to providing high-quality unisex clothing and a smooth shopping experience. If your order does not meet expectations, we offer a fair, transparent, and customer-friendly policy to ensure proper resolution.

Exchange Policy

We offer exchanges on all eligible products within 7 days of delivery.

Eligibility Conditions

Product must be unused, unwashed, and in original condition
All tags and packaging must be intact

Important Size & Color Clarification

Please note that some variations are considered normal production standards, including:

Size difference of up to ±1 to 1.5 inches
Color variation of up to ±5% shade difference
Minor fitting or fabric perception differences due to lighting, photography, or screen display

👉 These are not considered defects or brand mistakes, as they fall within acceptable industry tolerances.

Exchange Delivery Charges

Customer preference (size change, style change, change of mind, etc.) → Delivery charges paid by customer
Our mistake (wrong item, major defect, or confirmed size mismatch from chart) → Delivery charges covered by Monkeez
Shared responsibility case → Delivery charges shared 50/50

✔ Exchange is our first priority for quick and smooth resolution.

Return / Refund Policy

If you are not satisfied with your purchase, you may request a return or refund within 7 days of delivery, subject to inspection and policy conditions below.

A. Change of Mind / Preference-Based Return

If the customer wishes to return the product due to:

Change of mind
Style preference
Color preference
Fitting preference
Ordering by mistake
Any non-defect-related reason

Then:

Cash refunds will not be issued
Customer will receive a Monkeez Store Voucher only
A 5% deduction will apply on the total order amount, including:
- 4% Government tax on COD orders
- 1% packaging, handling, and operational costs
Customer will be responsible for return shipping charges
Voucher can be used on any future purchase
Voucher has no expiry date (valid as long as Monkeez is active and operating)

✔ Voucher refunds are the recommended and fastest resolution method for preference-based returns.

B. Wrong Item / Damaged Product Refund

A cash/bank refund may only be approved if:

Customer receives a wrong item, or
Product arrives with a major confirmed damage/defect, and
The correct replacement item is unavailable for exchange

Refund Conditions

Product must remain unused and in original condition
Refund request must be approved after inspection
Monkeez may request photo/video evidence before approval

Refund Processing

In approved cases, Monkeez will process the refund to the customer’s bank account or original payment method
Delivery charges will be handled based on case evaluation and responsibility

Important Condition

If the returned product is found used, damaged after delivery, washed, altered, or not in resellable condition, the refund request will be rejected.

Important Notes & Customer Conduct

To ensure smooth service for all customers:

Customer Communication

Please communicate politely and respectfully with our support team
We are always committed to providing the best possible solution

Support Availability

WhatsApp is our primary support channel
If no response is received within up to 3 working days, customers may contact us via call
Calls may sometimes not be received due to high order volume or operational timing differences

Misuse / Misbehavior Policy

Any form of abusive language, harassment, threats, or misbehavior may result in service restriction or blocking
In such cases, refund, exchange, or return requests may be declined

Inspection Policy

All returned items are subject to strict quality inspection
Monkeez reserves the right to approve or reject any request based on product condition

Policy Principle

We aim to maintain a fair balance between customer satisfaction and business sustainability while ensuring transparency and professionalism for every order.