Returns & Refunds
Last updated: 22 September 2026
We want every Monsera piece to earn its place in your ritual. If something isn't right, returning it should be simple. Here's how it works.
Your 14-day right of withdrawal
As a consumer in the European Union, you may withdraw from your purchase within 14 days of the day you (or a person you designate) receive the product, without giving any reason. If your order arrives in several parcels, the 14 days start from the day you receive the last one.
Withdraw from contract here — the quickest way is our online withdrawal form.
How to return
- Let us know. Use our online withdrawal form, or email infomonsera@gmail.com within 14 days of receipt with your order number and the item(s) you'd like to return. A short message is enough; you may also use the model withdrawal form below.
- Receive your instructions. We will confirm your withdrawal by email without delay and send you the return instructions within one business day.
- Send it back. Return the product within 14 days of informing us to: Monsera, De groene voorwaarts 377, 7325 AT Apeldoorn, the Netherlands. Please use a tracked service and keep your proof of postage.
Condition of returned products
You may handle a product as you would in a shop to check its nature, characteristics and functioning. For hygiene reasons, please return products unused, clean, complete with all accessories and, where possible, in the original packaging. If a product shows signs of use beyond what is needed to inspect it, we may deduct an amount for the reduced value, as permitted by law.
If a product is supplied in a hygiene seal (for example sealed razor blades), which we will indicate on the product page, the right of withdrawal no longer applies once the seal has been broken after delivery.
Return costs
The direct cost of returning a product is paid by you, unless the product is defective, damaged on arrival or not what you ordered — in that case, we cover all costs.
Your refund
We refund the full amount you paid, including the standard shipping costs of your original order, within 14 days of receiving your withdrawal notice. We may wait to issue the refund until we have received the product back or you have shown proof of return, whichever comes first. The refund is made using the same payment method you used for your order, at no extra cost to you. If you chose a delivery method more expensive than our standard delivery, the additional cost is not refunded.
Defective, damaged or incorrect items
Please check your order on arrival. If a product is defective, damaged or not what you ordered, email us at infomonsera@gmail.com with your order number and a photo, ideally within 14 days. We will arrange a replacement, repair or full refund at no cost to you. This does not affect your legal guarantee of conformity, which lasts at least two years from delivery (see our Terms of Service).
Exchanges
The quickest way to get a different colour or product is to return the original item and place a new order.
Cancelling an order
Changed your mind before your order has shipped? Email us as soon as possible and we will cancel it and refund you in full.
Model withdrawal form
Only complete and return this form if you wish to withdraw from the contract.
To: Monsera, De groene voorwaarts 377, 7325 AT Apeldoorn, the Netherlands — infomonsera@gmail.com
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
Ordered on (*) / received on (*):
Order number:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:
(*) Delete as appropriate.
Questions
Write to infomonsera@gmail.com — we reply within 24 hours on business days.