Store Policy

At Monarch MD, we are committed to providing high-quality medical-grade skincare products. We understand that skincare is a personal journey and our goal is to support you in finding the best products for your needs. Our return policy is designed to be fair and reasonable, prioritizing product integrity and customer satisfaction.

Return Eligibility

  1. Defective Products Only: Returns and exchanges at Monarch MD Online Shop are exclusively for products that are defective upon arrival. We meticulously check our products to ensure top quality, but in rare cases where a defect occurs, we are here to help.

  2. 30-Day Notification Period: If you believe you have received a defective product, please notify us within 30 days of delivery by contacting our customer service team at info@monarchmd.ca.

  3. Proof of Purchase: To initiate a return or exchange, provide proof of purchase. This includes your order number and details of the product.

  4. Product Examination: Upon receipt of the returned product, our team will examine it to confirm the defect. We will notify you via email within a reasonable period, typically within 5-7 business days, regarding the eligibility of your return.

Refunds and Replacements

  1. Eligibility for Refund/Replacement: If your return is approved, you can choose between a product replacement or a refund to the original payment method. Refunds exclude shipping costs.

  2. Refund Processing Time: Refunds are processed within 5 business days after the approval of the return. The actual credit to your account will depend on your card issuer's policies.

Return Shipping

  1. Customer Responsibility: Customers are responsible for return shipping costs. We recommend using a traceable shipping service such as Canada Post with insurance for the return, as we cannot be responsible for lost or damaged packages.

  2. Shipping Instructions: Please send your return to 210 16th Street, West Vancouver, V7V 3R5. Ensure the product is well-packaged to avoid damage during transit.

Non-returnable Items

  • Final Sale Products: Products marked as final sale are not eligible for return or exchange.
  • Opened Products: Due to hygiene and quality reasons, products that have been opened or used are not eligible for return.

Contact and Support

  • Customer Service: For any queries or assistance with your return, please contact us at info@monarchmd.ca. Our customer service team is dedicated to providing you with a positive shopping experience.