Refund policy

Welcome to Monster Instrument! We want you to be completely satisfied with your purchase. If for any reason you are not satisfied, we offer a 30-day return policy to ensure your peace of mind. Please review the following information to understand our return process:

A. Order Cancellation

  • Cancellation Period: You have a limited window of 24 hours from the time of purchase to cancel your order. After this period, cancellations will not be accepted.
  • Cancellation Process: To cancel your order, promptly contact our customer service team via email at info@monsterinstrument.com or call us at +86 173 3981 0571. Please provide your order details, including the order number, to expedite the cancellation process. We aim to accommodate your request efficiently.
  • Cancellation Fee: No cancellation fee applies if your order is cancelled within the 24-hour cancellation period.

B. Conditions for Returns

To ensure a smooth return process, please ensure the following conditions are met:

  • Items must be returned within 30 days of receipt.
  • Items must be unused, undamaged, and in their original packaging.
  • All tags, labels, and accessories must be intact.

C. Exceptions / non-returnable items
While we maintain the most liberal return policy in the industry, there are certain items that cannot be returned for very specific reasons. These items include:

  • Special orders
  • Oversize or overweight items
  • Discontinued products, closeouts, and used products
  • Replacement Speakers and Speaker Parts
  • Open-box reeds
  • Unfortunately, we cannot accept returns on sale items or gift cards.

D. Return Process

If you meet the return conditions, please follow these steps:

  1. Contact Customer Service: Contact our customer service team via email info@monsterinstrument.com or phone +86 173 3981 0571 and provide your order number, purchase date, and reason for return. Please attach photos of the item if necessary.
  2. Receive Return Authorization: We will send you a return authorization number and detailed return instructions upon receiving your return request. Unauthorized returns will not be accepted.
  3. Pack and Ship the Item: Return the item along with the return authorization number. Use the original packaging or suitable packing materials to ensure the item is not damaged during transit. We recommend using a trackable shipping method to ensure safe delivery.

E. Special Situations

  • Damaged or Defective Items: If you receive a damaged or defective item, please contact us within 48 hours of receiving the item, providing photos and a detailed description. We will arrange a return, exchange, or refund as soon as possible.
  • Incorrect Items: If you receive an incorrect item, please contact us immediately. We will replace it with the correct item at no additional cost to you.

F. Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

G. Return Shipping Costs

  • Customer-Paid Return Shipping: Return shipping costs are the customer's responsibility unless the item is defective or we made an error. We recommend using a trackable shipping method to ensure safe delivery.
  • Company-Paid Return Shipping: If the return is due to a defective item or our error, we will cover the return shipping costs. Please contact us for a prepaid return label or reimbursement instructions.

H. Refunds

Once we receive and inspect the returned item, if it meets the return conditions, we will process your refund as follows:

  • Refund Method: Refunds will be issued to the original payment method.
  • Processing Time: Refunds will be processed within 10 business days after receiving the returned item. Please note that bank processing times may vary.
  • Refund Confirmation: You will receive a refund confirmation email.

I. Contact Us

If you have any questions or need further assistance, please contact our customer service team:

  • Email: info@monsterinstrument.com
  • Phone: +86 173 3981 0571
  • Address: Room 9042, 9/F Block B Chung Mei Centre, 15-17 Hing Yip Street, Kwun Tong,Hong Kong SAR.
  • Business Hours: Monday to Friday between 17:00 (GMT+8:00) Hong Kong Time (HKT).