返金ポリシー

We want you to feel confident when shopping at Monsclub. This policy explains our 30-day return period, product eligibility requirements, return method, return shipping responsibility, and refund process.

30-Day Return Policy

Customers in the United States and Japan may request a return within 30 days from the date the order is delivered.

We accept return requests for both defective and non-defective products, subject to the eligibility requirements described below.

Return Eligibility

For a standard return, the product must be in new and unused condition. It must be returned in the same condition in which it was received and include its original packaging, accessories, labels, and included items.

Products that have been played with, repeatedly squeezed, stretched, washed, altered, stained, punctured, cut, torn, or otherwise used beyond reasonable inspection are not eligible for a standard return.

If a product arrived damaged, defective, leaking, incorrect, or otherwise unusable upon delivery, please contact us as described in the Damaged, Defective, or Incorrect Products section below.

How to Request a Return

Before returning any product, please contact us at:

Email: support@monsclub.com

Please include:

• Your order number
• The product you wish to return
• The reason for the return
• Clear photos or video if the product is damaged, defective, leaking, or incorrect

After reviewing your request, we will notify you whether the return is approved.

If approved, we will provide return instructions by email, including the correct return mailing address.

Please do not return products to the original shipping address or our business contact address unless we specifically instruct you to do so.

Items sent back without first requesting and receiving return authorization may not be accepted.

Return Method

Approved returns must be sent back to us by mail to the return address provided by our customer service team.

We do not currently accept in-store returns.

Return Shipping and Return Labels

Customers are responsible for arranging and paying for return shipping and for obtaining the applicable return shipping label.

Return shipping costs are not refundable unless otherwise required by applicable law or specifically agreed by Monsclub in writing.

We strongly recommend using a trackable shipping service and keeping your shipping receipt and tracking information until the return has been completed.

Monsclub is not responsible for return packages that are lost or damaged before reaching the designated return facility.

Please do not send a return using an unusually expensive or express shipping service unless our customer service team has specifically requested it.

Original Shipping Charges

Original shipping charges paid when placing the order are generally non-refundable, except where otherwise required by applicable law.

Squishy Product Return Conditions

Because squishy products are soft sensory products, standard returns must remain clean, unused, intact, and in new condition.

The following conditions make a product ineligible for a standard return:

• Repeated squeezing or extended play
• Excessive stretching, twisting, or pulling
• Tears, cuts, punctures, cracks, or bite marks caused after delivery
• Leaking or damage caused after delivery
• Stains, dirt, hair, dust, residue, or strong external odors
• Exposure to heat, fire, water, chemicals, or sharp objects
• Alteration, repainting, repair, or modification
• Missing original packaging, accessories, decorations, or included parts

These conditions do not prevent customers from contacting us regarding a product that was already damaged, defective, leaking, or incorrect when delivered.

Blind Box Squishy Products

Blind box products contain randomly selected designs. Unless specifically stated on the product page, customers cannot choose the individual design contained inside.

For non-defective blind box returns, both the blind box and product must remain unopened, unused, and in their original condition.

Opened blind box products cannot be returned simply because the customer does not like the design or receives a duplicate.

If a blind box product arrives damaged, defective, leaking, or incorrect, please contact us promptly.

Clear photos or an unboxing video may help us review the issue more quickly. The absence of an unboxing video does not automatically invalidate a genuine claim.

Single-Use and Crispy Squishy Products

Some Monsclub sensory products are designed to provide a one-time cracking, breaking, peeling, or opening experience.

Once a single-use product has been cracked, broken, peeled, opened, activated, or used, it is no longer considered new and cannot be returned as a standard return.

If the product arrived defective or damaged before use, please contact us for assistance.

Handmade Squishy Products

Some Monsclub products are individually handmade or finished by hand. Minor variations may occur in:

• Color and color placement
• Shape and dimensions
• Texture and softness
• Rebound speed
• Scent intensity
• Surface finish
• Seams, small air bubbles, or decoration placement

Minor handmade variations that do not affect normal product use are not generally considered defects.

An unused handmade product may still be returned within the 30-day return period if it otherwise meets the eligibility requirements of this policy.

Damaged, Defective, or Incorrect Products

Please inspect your order shortly after delivery.

If your product arrives damaged, defective, leaking, unusable, or different from what you ordered, contact us promptly at support@monsclub.com.

Please provide:

• Your order number
• Clear photos or video of the product
• Photos showing the damaged or defective area
• Photos of the product packaging
• Photos of the outer shipping package and shipping label

After reviewing the information, we will provide an appropriate resolution depending on the circumstances. This may include a refund, partial refund, replacement, or approved return.

Non-Returnable Products

The following products are generally not eligible for a standard return:

• Products for which a return is requested more than 30 days after delivery
• Used or played-with products
• Products that have been washed, altered, stained, or modified
• Products damaged after delivery through misuse
• Opened blind box products returned because of design preference or duplication
• Single-use products that have already been activated or used
• Products missing original packaging, accessories, or included parts
• Gift cards, where applicable

These exclusions do not affect valid claims for products that arrived damaged, defective, leaking, incorrect, or where applicable law provides additional consumer rights.

Exchanges

We do not currently offer direct exchanges.

If you would like a different product, design, or variant, you may request a return for the original eligible item and place a separate order for the new product.

If the original product arrived defective, damaged, leaking, or incorrect, please contact us before placing another order so we can review the issue.

No Restocking Fee

Monsclub does not charge a restocking fee for approved returns.

Refund Process

Once an approved return reaches the designated return facility, we will inspect the product and notify you whether the refund has been approved.

If approved, the refund will be issued to the original payment method within 10 business days.

Banks, card issuers, and payment providers may require additional time to process and display the refund after it has been issued.

If more than 15 business days have passed since we confirmed approval of your refund, please contact us at support@monsclub.com.

Contact Us

For return and refund assistance:

Email: support@monsclub.com
Phone: +86 18667906970

We typically respond within 1–2 business days.