Effective Date: May 2026 Last Updated: May 2026 Applies To: All purchases made on monaes.store
At Monaé®, we are committed to delivering a premium experience and standing behind the quality of our products. This Return and Refund Policy ("Policy") governs all purchase transactions made through monaes.store and applies to all customers regardless of location, payment method, or order size.
By completing a purchase on monaes.store, you acknowledge that you have read this Policy in its entirety, that you understand its terms, and that you agree to be bound by it. If you do not agree with any part of this Policy, you should not proceed with your purchase.
This Policy is designed to protect both the customer and Monaé® against misuse, fraud, and bad faith claims while ensuring that genuine customers who experience legitimate issues are taken care of appropriately.
Monaé® offers a 100-Day Satisfaction Guarantee on the CelluGlow™ device. This guarantee exists to give customers full confidence in trying the product and is subject to the strict eligibility conditions outlined in Section 3 of this Policy.
The 100-day period begins on the date of confirmed delivery as recorded by the carrier's tracking system — not the date of purchase, not the date of shipment. It is the customer's responsibility to monitor their delivery and initiate any refund request within this window. No exceptions will be made for requests submitted after the 100-day delivery window has closed, regardless of circumstance.
The Satisfaction Guarantee applies to the CelluGlow™ device only. It does not apply to shipping fees, handling fees, or any bundled accessories or promotional items included with an order.
To be considered for a refund under our Satisfaction Guarantee, every single one of the following conditions must be satisfied in full. Failure to meet even one condition will result in automatic disqualification from the refund process.
3.1 Minimum Use Requirement CelluGlow™ is a results-based therapeutic device that requires consistent and correct use over a sustained period to deliver visible results. As clearly stated in our product description, results are typically observed after 4 to 5 weeks of regular use. Accordingly, refund requests will only be considered from customers who can demonstrate consistent use of the device for a minimum of 28 consecutive days prior to submitting their request. Requests submitted before this minimum use period has been completed will be automatically declined without review.
3.2 Documented Evidence of Use All refund requests must be accompanied by clear photographic or video evidence demonstrating that the product was used consistently over the minimum 28-day period. Evidence must show the product in use on the body and must be submitted at the time of the refund request. Evidence submitted after the initial request or upon follow-up will not be accepted. Monaé® reserves the right to determine at its sole discretion whether submitted evidence is sufficient to satisfy this requirement.
3.3 Submission Window The refund request, including all required documentation, must be submitted within 100 days of the confirmed delivery date. Requests submitted on day 101 or beyond will not be reviewed, processed, or responded to under the Satisfaction Guarantee. No extensions will be granted under any circumstances including delays in shipping, personal circumstances, or failure to monitor delivery.
3.4 Product Condition The product must not have been subjected to misuse, physical damage, unauthorized modification, or use outside of the intended guidelines provided in the product manual. Products that show signs of damage resulting from improper use are not eligible for a refund or replacement.
3.5 One Refund Per Household Only one refund is permitted per household address, per email address, and per payment method. Customers who have previously received a refund on any Monaé® product are permanently ineligible for future refunds. Monaé® uses order data, IP addresses, shipping addresses, and payment information to enforce this condition and reserves the right to decline any request it reasonably believes is being made in bad faith or by a previously refunded customer using alternate details.
3.6 Direct Purchase Requirement Refunds are only available to customers who purchased directly through monaes.store. Purchases made through third-party retailers, resellers, or unauthorized platforms are not covered by this Policy and must be resolved through the original point of purchase.
Refunds will not be issued under any of the following circumstances, and submitting a request under these conditions will result in immediate denial:
Monaé® does not automatically require the physical return of the product as part of the refund process. However, Monaé® reserves the right to request the return of the product before a refund is issued. If a return is requested, the following conditions apply:
Customers who believe they meet all of the eligibility requirements outlined in Section 3 may submit a refund request by following these steps exactly:
Submission of a refund request does not constitute approval. All requests are reviewed individually and thoroughly. Monaé® reserves the right to request additional information during the review process. Failure to respond to such requests within 48 hours will result in the automatic closure of the case without a refund being issued.
Approved refunds will be issued to the original payment method only. Refunds will not be issued via alternative payment methods, store credit, or bank transfer unless explicitly agreed upon in writing by Monaé®. Please allow 5 to 10 business days for the refund to appear on your statement following approval, depending on your financial institution.
If your CelluGlow™ device arrives visibly damaged or is found to be defective upon first use, you must notify us within 7 calendar days of the confirmed delivery date by emailing hello@monaes.store with photographic evidence of the damage or defect. Damage or defect claims submitted after this 7-day window will not be accepted and will not qualify for a replacement or refund.
Approved defective product claims will result in a replacement unit being dispatched at no additional cost to the customer. Replacements are subject to stock availability. Monaé® does not offer cash refunds for defective products where a functional replacement can be provided.
Damage resulting from misuse, dropping, unauthorized modification, or failure to follow usage instructions does not qualify as a manufacturing defect and will not be covered under this provision.
Monaé® takes fraudulent chargebacks and unauthorized payment disputes extremely seriously. We strongly urge all customers to contact us directly at hello@monaes.store before initiating any dispute with their bank, credit card provider, or payment platform. In the vast majority of cases, contacting us directly results in a faster and more satisfactory resolution for the customer.
In the event that a chargeback or payment dispute is initiated, Monaé® will respond to the relevant financial institution with full documentation including but not limited to: order confirmation, delivery tracking records, photographic proof of delivery, full communication history, and a copy of this Policy which the customer agreed to at the time of purchase.
Customers who initiate chargebacks that are subsequently found to be fraudulent or in bad faith may be permanently banned from purchasing through monaes.store and may be reported to relevant fraud prevention services.
Orders may be cancelled only if the cancellation request is submitted before the order has been fulfilled and dispatched. To request a cancellation, email hello@monaes.store immediately after placing your order with the subject line: Cancellation Request — Order #[your order number]. Once an order has been fulfilled and a tracking number has been assigned, it can no longer be cancelled and must instead follow the standard refund process outlined in this Policy.
Monaé® reserves the right to modify, update, or replace this Policy at any time without prior notice. The version of this Policy in effect at the time of your purchase will govern your order. It is the customer's responsibility to review this Policy at the time of purchase. Continued use of monaes.store following any amendments constitutes acceptance of the revised Policy.
This Policy and any disputes arising from it shall be governed by and construed in accordance with applicable consumer protection laws. Any unresolved disputes shall be subject to binding arbitration before being escalated to litigation. Monaé® reserves all rights afforded to it under applicable law.
For all refund, return, cancellation, or product inquiries:
Email: hello@monaes.store Response Time: 3–5 business days Hours: Monday – Friday, 9:00 AM – 6:00 PM CET
By purchasing from monaes.store you confirm that you have read, understood, and agreed to this Policy in full.
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