At Monako, we want you to feel confident about your purchase. We understand that sometimes an order may need to be canceled or a product may need to be returned.
This Return & Refund Policy applies to products purchased directly through the official Monako website at monako.ai. Purchases made through an authorized retailer, distributor, or other third-party sales channel are subject to that seller's applicable return and refund policies.
Nothing in this Policy limits any mandatory consumer rights available to you under applicable law.
1. Pre-orders and Reservation Deposits
Monako products may be offered through a pre-order or reservation program before general availability.
Before Final Payment
If you have paid only a reservation deposit and have not yet completed the final payment for your order, you may request cancellation and a refund of your reservation deposit before the applicable final payment deadline or before your order enters final fulfillment processing.
Where Monako has expressly announced a separate refund arrangement for a particular pre-order batch, campaign, or delay, that arrangement will also apply to eligible customers.
Refunds will be issued to the original payment method whenever reasonably possible.
After Final Payment
Once the final payment has been completed, your order will be treated as a regular product order and will be subject to the cancellation, return, customization, and refund rules described below.
For customized products, including prescription lenses, different cancellation restrictions may apply once customization or production has begun.
2. Order Cancellation Before Shipment
For non-customized products, you may request cancellation at any time before the order has been dispatched.
We will make reasonable efforts to process cancellation requests. However, once an order has entered shipping or fulfillment and can no longer be intercepted, it must be handled as a return after delivery.
Customized products may no longer be canceled once customization or production has begun.
3. 14-Day Return Policy for Non-Customized Products
If you purchased a non-customized Monako product directly from us and are not satisfied with your purchase, you may request a return within 14 calendar days from the date the product was delivered to you.
To qualify for a return, the product must:
- be in like-new condition;
- have no significant scratches, physical damage, excessive wear, modification, or misuse;
- include all originally supplied accessories, components, cables, cases, documentation, and other included items; and
- be returned in its original packaging where reasonably possible.
You may open and reasonably test the product during the return period. Normal inspection and reasonable testing will not by itself make the product ineligible for return.
However, Monako may reduce the refund amount where the product has suffered a loss in value caused by unnecessary handling, damage, missing components, excessive use, or other conditions beyond what is reasonably necessary to evaluate the product.
Products that have been materially damaged, modified, or abused may be rejected for return.
4. Prescription Lenses and Customized Products
Prescription lenses and other products manufactured, configured, engraved, modified, or otherwise personalized specifically according to your instructions are considered customized products.
You may request cancellation or modification of a customized order before production of the customized component begins.
Once customization or lens production has begun, the customized portion of the order generally cannot be canceled, returned, or refunded for change-of-mind reasons.
If a prescription lens or customized product:
- was manufactured incorrectly compared with the prescription information you submitted;
- arrives damaged;
- contains a manufacturing defect; or
- does not conform to the specifications confirmed by Monako,
please contact Monako Support. We will assess the issue and, where appropriate, provide repair, replacement, remake, or another remedy in accordance with applicable law and Monako's warranty policies.
Monako is not responsible for errors resulting from incorrect prescription, pupillary distance (PD), ADD, SPH, CYL, AXIS, or other information submitted by the customer, except where applicable law provides otherwise.
We therefore strongly recommend reviewing all prescription information before confirming your order.
5. Accessories and Consumable Components
Certain accessories or components that are subject to hygiene considerations, personal fitting, significant wear, or limited resale potential may be non-returnable once opened or used, unless defective.
Where a specific product is subject to such restrictions, the restriction will be disclosed on the applicable product page or before purchase.
Defective accessories remain covered by applicable warranty and consumer protection rights.
6. Product Quality Issues
The 14-day return period for change-of-mind returns does not limit your rights regarding defective or non-conforming products.
If your Monako product arrives damaged, does not function correctly, or appears to have a manufacturing defect, please contact Monako Support as soon as reasonably possible and provide:
- your order number or PO number;
- a description of the issue;
- photos or videos where relevant; and
- any other information reasonably requested to diagnose the issue.
Depending on the circumstances, Monako may provide troubleshooting, repair, replacement, refund, or another appropriate remedy.
For confirmed product quality issues covered by Monako, Monako will generally bear the reasonable shipping costs associated with the approved warranty return or replacement.
7. Return Shipping Costs
For returns that are not related to a product defect, manufacturing issue, incorrect shipment, or other fault attributable to Monako, the customer is generally responsible for return shipping costs.
Original shipping charges are generally non-refundable for change-of-mind returns, except where required by applicable law.
If Monako provides a prepaid return label for a non-defective return, the cost of the label may be deducted from the refund where permitted by law.
For confirmed defects or errors attributable to Monako, Monako will generally arrange or reimburse reasonable return shipping costs.
Do not send a product back to Monako without first obtaining return authorization and return instructions from Monako Support.
8. International Returns, Taxes and Duties
Customers returning products internationally may be responsible for shipping the product to the return location specified by Monako.
Import duties, customs charges, brokerage fees, taxes, VAT, or similar amounts paid directly to governments, carriers, customs authorities, or other third parties may not be refundable by Monako.
Where these amounts were collected directly by Monako and applicable law requires them to be refunded, we will process them accordingly.
Customers may need to contact their local customs authority separately to request reimbursement of import duties or taxes.
9. Return Packaging
Products must be packaged appropriately for return transportation.
For Monako glasses, we recommend:
- placing the glasses securely inside the original protective case;
- placing the case and all accessories inside the original retail packaging where available; and
- placing the retail packaging inside a suitable shipping carton.
Customers are responsible for damage caused by inadequate return packaging where permitted by applicable law.
We strongly recommend using a trackable shipping service for any return shipment not arranged directly by Monako.
10. Personal Data
Before returning Monako glasses, you should:
- back up any information you wish to retain;
- remove personal data stored on the device where possible;
- sign out of your accounts;
- unlink the device from associated services where applicable; and
- perform any available factory reset procedure instructed by Monako Support.
Monako is not responsible for loss of data resulting from a customer's failure to back up or remove personal information before returning a device, except where such liability cannot be excluded under applicable law.
Returned devices may be reset or erased as part of inspection, repair, refurbishment, or replacement.
11. Return and Refund Process
To request a return:
- Contact Monako Support and provide your order number or PO number.
- Tell us whether you are requesting a cancellation, return, replacement, or warranty service.
- Wait for Monako to provide return authorization and return instructions.
- Package the product securely and send it to the designated return location.
- Once the returned product has been received, Monako will inspect it and determine whether it meets the applicable return conditions.
Do not ship products to a Monako office, factory, supplier, or other address unless that address has been specifically provided to you for your return.
12. Refunds
Once an eligible return has been received and inspected, we will process the applicable refund.
Refunds will generally be issued to the original payment method and in the original transaction currency.
The time required for funds to appear in your account may vary depending on your bank, card issuer, payment provider, and country or region.
Where an order was paid using multiple payments — for example, a reservation deposit followed by a final payment — refunds may be processed separately against the original transactions.
Shipping charges, duties, customs fees, payment processing charges, and other third-party fees may be excluded from the refund where permitted by applicable law and where the return is not caused by Monako.
13. Exchanges and Replacement Products
If Monako provides a replacement or exchange in connection with an original order, the replacement does not restart or extend the original change-of-mind return period unless Monako expressly states otherwise or applicable law requires otherwise.
This does not affect warranty coverage applicable to the replacement product.
14. Abuse of the Return Policy
Monako reserves the right, where permitted by applicable law, to refuse or limit returns where there is reasonable evidence of:
- fraudulent activity;
- intentional product damage;
- repeated or excessive returns primarily intended to circumvent this Policy;
- misuse of promotional, pre-order, or refund programs; or
- other material violations of Monako's Terms of Sale.
This provision does not limit mandatory consumer protection rights.
15. EU / EEA / UK Statutory Withdrawal Rights
If you are a consumer located in a jurisdiction that provides a statutory right to withdraw from a distance or online purchase, including certain customers in the European Union, European Economic Area, and United Kingdom, you may have the right to withdraw from your purchase within 14 calendar days after receiving the goods without providing a reason.
These statutory rights exist independently from Monako's voluntary return policy.
Statutory withdrawal rights may not apply, or may cease to apply, to goods made to your specifications or clearly personalized for you, including prescription lenses and other customized products, subject to applicable law.
If local consumer law provides you with a longer return period, additional remedies, or other protections that cannot legally be waived, those local legal requirements will prevail over this Policy.
16. Products Purchased Through Third Parties
This Policy applies only to purchases made directly from Monako.
If you purchased your Monako product from an authorized retailer, distributor, marketplace, optical store, or other third party, returns and refunds should generally be requested from the original seller according to that seller's policies.
Warranty rights provided directly by Monako may continue to apply separately.
17. Changes to This Policy
Monako may update this Return & Refund Policy from time to time to reflect changes to our products, fulfillment processes, services, or applicable laws.
The version applicable to your purchase will generally be the version in effect when your order was placed, unless a later version provides more favorable rights to you or applicable law requires otherwise.
If translated versions of this Policy are provided and there is any inconsistency between translations, the English version will prevail to the extent permitted by applicable law.
Contact Us
For cancellations, returns, refunds, replacements, or warranty assistance, please contact Monako Support through the official support channel listed on monako.ai.
Please include your order number or PO number when contacting us.