Exchanges & Returns

Let’s Work Together for a More Sustainable Planet!
Please contact us before sending a return, so we can work together to find a suitable solution.

Return Policy

By sending a return, you automatically agree to the return policy of www.monavida.com.

Return Timeframe:
Items must be returned within 30 days of receipt.

Return Policy for Bras and Underwear

For hygiene reasons, we do not accept returns of worn bras or underwear unless everything is intact and the items are unworn (fitting excluded), unwashed, and returned with all original tags and packaging.
If an item is defective or does not match the description, we will provide a full refund or replacement in accordance with legal rights—even for intimate items.

Sender Responsibility

Please note: You are responsible for the return shipment. In about 5 to 10% of returns, issues arise where we cannot process a refund. Be aware of this risk before sending.

Trackable Proof of Shipment

You must email the shipping receipt with a traceable Track & Trace number to info@monavida.com. We can only process refunds after the tracking shows the package has been delivered.

Return Notification

Returns must be notified in writing via info@monavida.com.

Condition of Returned Goods

Returned items must be unused, undamaged, and in their original packaging.
If any damage is present, please report it immediately with photos.

Resellable Condition

All returned items must be in a condition that allows us to resell them.

Excluded from Return & Refund

Custom-made items or special orders
Personal items or products that can’t be returned for hygienic reasons (e.g. underwear, lingerie, tights, skincare)
Goods returned after 30 days from the date of receipt

Return Procedure – 8 Steps

Step 1: Read the Return Policy
Please carefully read all return conditions on this page before continuing.

Step 2: Contact Our Customer Service
Email info@monavida.com to register your return. Include your contact details, order number, and clear photos or videos of any defects or damage.
If your product is defective upon delivery and under our supplier’s warranty, we will replace it—no return needed.

Step 3: Download and Complete the Return Form
Include this completed form in the return package. Missing info may prevent your refund.

Download the return form from www.monavida.com (PDF document).

Step 4: Pack Your Item Carefully
Make sure the item is well-packed, secure, and neat.

Step 5: Prepare the Shipment

Buy a shipping label online or at the post office
Use the correct return address (see below)
Fill in CN22 or CN23 customs form correctly:
- Category: Returned Goods
- HS Code: 9804.00.00
- Attach invoice or order confirmation for customs

Step 6: Attach the Label
Attach the shipping label securely to your package. Send the items along with the completed return form to the return address.

Step 7: Send Proof of Shipment
Email the shipping receipt with the traceable Track & Trace number as a reply to your earlier return email to info@monavida.com.

Step 8: Agree & Wait for Delivery Confirmation
By sending your return, you agree to our terms. Once the tracking shows "delivered," we will issue your refund within 14 business days via the original payment method.

Important Notes

As the sender, you are responsible. We want to avoid misunderstandings.

In 5 to 10% of cases, customs issues, loss, or delivery failures can result in us not receiving the return. In such cases, refunds are not possible.
If your shipment was insured, you may be eligible for a refund from the carrier depending on their policy and the situation. In some cases, the package may be returned to you instead.

Can I refuse delivery, not collect from a pickup point, or return via the courier?

No. To be eligible for a refund, you must follow our return procedure and policy.
Refusing delivery, not collecting your order, or returning it via the courier is not accepted. If the return doesn't follow our process, we cannot issue a refund, either to the customer or to Klarna.

Conditions & Notes

Return shipping costs are at the buyer’s expense and risk.
Return costs range from €11 to €50, depending on size, weight, and courier service.
Larger/heavier packages may cost more.
You are responsible for correct addressing and any shipping issues.
We reserve the right to deny refunds in case of shipping errors.
Items must meet all return conditions.

The proof of shipment with a traceable code must be sent to info@monavida.com—preferably by replying to previous email contact.

📦 Return Address (International Warehouse)

⚠️ This is our central return address due to global shipping. Please ensure your package is addressed correctly.

Return Address:
Company Name: Liu Changxing
Postal Code: 310000
Street Address: No. 409, Suxi Avenue (Shaopufan)
(2nd freight elevator, west side of 3rd floor, upstairs, Yuantong Express)
City: Yiwu
Province: Zhejiang
State: Zhejiang
Country: China

📌 Important

Always include your name and order number in the package
Ship with Track & Trace and email the code to info@monavida.com
Without tracking, we cannot take responsibility for lost returns
Keep the shipping receipt until your return is processed

✅ Well-packed = faster processing
🚫 Returns without notice or info in the package = will not be handled

Customer Service & Contact

• Email: info@monavida.com (Available 24/7)
• Phone: +31 6 31 36 99 18

Customer Service Hours:
• Monday – Friday: 07:00 – 18:00
• Saturday: 07:00 – 15:00
• Sundays & Public Holidays: Closed

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