Returns and Exchanges
Return Eligibility
We accept returns within 14 days of delivery, subject to the conditions outlined below.
Returned items must:
- Be in original condition, unworn, unwashed, unaltered, and free from stains, damage, or odors (including perfume or makeup).
- Include all original tags, packaging, and accessories.
- Be returned to our Hong Kong studio for inspection before any refund or exchange is processed.
Items that do not meet these conditions will not be accepted and will be returned to the customer at their expense.
How to Submit a Return or Exchange
Eligible returns or exchanges must be requested through your customer account:
- Log in using the email address used at checkout
- Select the item(s) you wish to return or exchange
- Submit a return request
Once approved, you will receive a confirmation email containing the return address and a Returns Form, which must be included in your return package.
Do not send any items back before receiving return authorization, as unauthorized returns will not be processed.
Return Shipping
Customers are responsible for all return shipping costs. Original shipping fees, return shipping fees, duties, taxes, and handling charges are non-refundable.
Returns must be shipped within 14 days of delivery, as evidenced by the carrier postmark. While express shipping is not required, we strongly recommend using a tracked and insured shipping method, as MONO BIAS is not responsible for lost or undelivered return shipments.
Returns shipped outside the 14-day window will not be accepted and will be returned to the customer at their expense.
Exchanges
Exchanges are subject to product availability at the time the return is received and approved.
- Customers are responsible for return shipping costs
- Replacement items will be shipped after inspection and approval
- If there is a price difference, the balance will be refunded or charged accordingly
If an exchange item becomes unavailable, a refund or store credit will be issued based on your preference.
Refunds & Store Credit
All returned items are inspected upon arrival.
Refunds:
Approved refunds will be issued to the original payment method within 14 business days of inspection approval. Processing times may vary depending on your bank or payment provider.
A handling fee will be deducted from all refunds to cover processing and administrative costs.
The following are non-refundable:
- Original shipping fees
- Return shipping costs
- Duties, taxes, and customs fees
- Handling fees
Store Credit:
If store credit is selected, original shipping fees will be deducted from the credited amount. Store credit is issued once the return has passed inspection.
Lost or Damaged Returns
MONO BIAS is not responsible for return packages that are lost or damaged in transit. Refunds or exchanges cannot be processed until the returned item is received and inspected.
Customers are advised to retain tracking information and contact the shipping carrier directly in the event of loss or damage.
Non-Returnable Items
The following items are final sale and not eligible for return or exchange:
- Made-to-measure or customized items
- Discounted items
- Final sale items
- Gift cards
Orders Purchased Through Our Retail Partners
Returns and exchanges for items purchased through authorized retail partners must be handled directly with the retailer. MONO BIAS does not have access to third-party order details and cannot process returns or exchanges for these purchases.
Policy Enforcement & Updates
MONO BIAS reserves the right to refuse returns that do not meet eligibility requirements or fall outside the stated return period. Rejected returns will be sent back to the customer at their expense.
This policy may be updated at any time without prior notice. Changes take effect upon posting to our website. By completing a purchase, you agree to this Returns, Refunds & Exchanges Policy.
Customer Support
For assistance, contact us at:
hello@monobias.com
Support hours:
Monday–Friday, 9:00 AM – 6:00 PM (HKT)