Returns and Refund Policy
Effective Date: June, 2025
At Monarca Ulje, all our products are made to order using natural and perishable ingredients. For this reason, all sales are final. We do not accept returns or exchanges under any circumstances.
Refunds
We do not offer refunds unless we have explicitly confirmed a refund due to a specific issue approved by our team.
In such cases:
- The refund will be processed to your original payment method.
- Please allow 3–5 business days for the refund to appear on your account.
- Depending on your bank or card issuer, it may take up to 15 business days to reflect in your balance.
We do not refund shipping expenses. All shipping fees are paid directly to the shipping carrier and are therefore non-refundable.
Order Issues & Damaged Items
If you received a damaged product, please contact us within 48 hours of delivery with a photo of the item and your order number at:
📩 support@monarcaulje.com
We will assess each case individually. Please note that all products are packaged with care, and once an item is shipped, we are not responsible for damages caused during transit.
Order Cancellations
You may request a cancellation only if your order has not been processed or shipped. Once your order is in transit, it can no longer be canceled or refunded.
Lost or Stolen Packages
Once your order is prepared, shipped, and shown as delivered by the carrier, the package becomes the responsibility of the shipping service. If your package cannot be located after it has been marked as delivered, we kindly ask that you contact the carrier directly so they can assist you in recovering it.
We provide tracking updates throughout the delivery process to ensure you can follow your package every step of the way.
Because carriers do not offer reimbursement for packages marked as delivered, we are unable to issue refunds or replacements in these situations.
Once the investigation is submitted and the carrier confirms mishandling, we will gladly issue a replacement for the affected items.
If the 24-hour window passes without the required evidence, we are unable to move forward with a claim, as carriers do not accept submissions beyond that timeframe.
Tampered or Missing-Item Policy
For tampered or missing-item claims, we require photographic or video evidence within 24 hours of delivery. This documentation allows us to open an official investigation with the carrier.
Once the investigation is submitted and the carrier confirms mishandling, we will proceed with a replacement.
If this 24-hour window closes without receiving the required evidence, we are unable to take further action, as carriers will not accept claims past that timeframe.
Important Note
Please double-check your shipping information before completing your order. If your package is returned to us due to an incomplete or incorrect address, we will contact you to cover a re-delivery fee.
If you believe there has been an error with your order, please reach out to us—we’re here to help as best we can within the structure of our handmade business.
