Store Policy

 

Monarch MD Online Store Policy

At Monarch MD, we are committed to offering only high-quality, medical-grade skincare products. We understand that skincare is a personal journey, and our goal is to ensure product integrity, patient safety, and fairness in our policies. Please read the following terms carefully before making your purchase.

1. General Policy

  • All product sales through Monarch MD Online Store are considered final sale to maintain product integrity, safety, and quality standards.

  • We do not accept returns or exchanges on opened or used products, except under the specific conditions outlined below.

  • By purchasing from Monarch MD Online Store, you acknowledge and agree to these terms.

2. Defective Products

  • If you receive a product that is defective upon arrival (e.g., broken pump, damaged container, compromised seal), please notify us within 30 days of delivery by emailing info@monarchmd.ca.

  • You must provide:

    • Proof of purchase (order number and details)

    • Clear photos of the defect

  • Once received, our team will review the claim within 5–7 business days and provide instructions for replacement.

  • Approved defective items will be replaced with an identical product. If the product is unavailable, we may issue a store credit or refund at our discretion.

3. Adverse Reactions

  • In rare cases where a customer experiences an adverse reaction to a product purchased from Monarch MD, the following applies:

    • You must contact us immediately (ideally within 7 days of use).

    • You must provide timestamped photos of the reaction and the lot number from the product (usually printed on the bottom of the packaging).

    • Our medical team will review your case and may contact the manufacturer for investigation.

  • If a legitimate reaction is confirmed, we will offer a store credit, product exchange, or refund, depending on the circumstances and manufacturer guidance.

  • Claims made without photos, documentation, or lot numbers will not be eligible for review.

4. Non-Returnable Products

  • Opened or used products cannot be returned due to hygiene and safety standards.

  • Products marked as Final Sale at checkout are strictly non-refundable and ineligible for exchange.

  • Prescription products (if offered through our shop in future) are not eligible for return by law once dispensed.

5. Return Shipping

  • If a return is approved (defective product or confirmed reaction), shipping instructions will be provided by our team.

  • Customers are generally responsible for return shipping costs unless the return is due to a defective or incorrect product.

  • We strongly recommend using a trackable shipping service (e.g., Canada Post with tracking and insurance) as Monarch MD cannot be responsible for packages lost or damaged in transit.

  • Returns must be sent to:
    Monarch MD
    210 16th Street, West Vancouver, BC
    V7V 3R5, Canada

6. Refunds & Processing

  • Refunds, when applicable, will be issued to the original payment method only.

  • Shipping charges are non-refundable.

  • Refunds are processed within 5 business days after approval. Please allow additional time for your bank or card issuer to post the credit.

7. Customer Responsibilities

  • Ensure that you select the correct product before completing your order. Our team is happy to provide guidance before purchase via info@monarchmd.ca

  • Follow all usage instructions and precautions provided with your product.

  • Store products in a cool, dry place as directed; Monarch MD is not responsible for damage caused by improper storage after delivery.

8. Policy Updates

  • Monarch MD reserves the right to modify this Store Policy at any time, without prior notice, to reflect updated regulations or business practices.

  • The version in effect at the time of your purchase will apply.

  • The most current version of our policies will always be available at monarchmdshop.ca.

9. Shipping & Liability

  • Carrier Responsibility: Once your order has been processed, packaged, and transferred to our shipping carrier (Canada Post for Canadian orders; Canada Post → USPS for U.S. orders), liability for delivery rests with the carrier. Monarch MD is not responsible for lost, delayed, stolen, or misdelivered packages once they have been accepted by the shipping carrier.

  • Tracking: A tracking number will be provided by email after your order has shipped. Please use this tracking information to monitor your shipment and follow up with the carrier directly in the event of delays, missed deliveries, or lost packages.

  • Incorrect Address: Customers are responsible for providing the correct shipping address at checkout. Monarch MD is not liable for packages delivered to an incorrect or incomplete address supplied by the customer.

  • Damaged or Missing Items: If your order arrives damaged, please notify us within 7 days with photos of the packaging and product. For missing packages marked “Delivered” by the carrier, you must open a claim directly with Canada Post or USPS, as we cannot issue replacements or refunds in these cases.