Replacement Policy

Eligibility for Replacement

• The item must be in the same condition as received – unworn, unused, with tags, and in its original packaging.
• A receipt or proof of purchase must be provided.
• The replacement request must be submitted within 7 days of receiving the item.
• A clear unboxing video is required as proof, showing the issue with the product upon opening.

📌 Important: The video must be continuous (unedited) from the moment of opening the package. Videos captured after opening or without clear proof of the issue may not qualify for a replacement.

How to Request a Replacement

• Email support@monkeymanstore.com with:
• Order number
• Description of the issue
• Clear images of the defective/damaged/incorrect item
• Unboxing video showing the issue
• 📌 Response Time: Our team will review your request and respond within 24-48 hours with further instructions.

Damages and Issues

• Please inspect your order upon arrival and contact us immediately if you notice any defects, damages, or incorrect items.

Exceptions / Non-Replaceable Items

• Custom or personalized products
• Items that show signs of use or wear
• Sale items or gift cards
• Requests without a valid unboxing video

Shipping for Replacements

• Defective or incorrect items: We will provide a return shipping label and ship the replacement at no cost.
• Customer-initiated exchanges (wrong size, change of mind): Customer pays for return shipping; replacement is processed after the returned item is received.

Processing Time for Replacements

• Once approved, we process and ship the replacement within 3-5 business days.
• You will receive a tracking number once the replacement is dispatched.
• Please note that a replacement will be provided with a new, sealed-pack product of the same brand. Only one replacement is allowed per order. Once a replacement has been issued, no further replacements, exchanges, refunds, or warranty claims will be accepted.
• To process a replacement request, customers must provide the following two videos:
• Issue Video: A clear video showing the watch defect, damage, or issue being reported.
• Return Packaging & Handover Video: When the courier representative arrives for pickup, the customer must record a continuous video showing the defective watch being packed and sealed in front of the courier representative, and then the sealed package being handed over to the courier representative.
These videos are mandatory for replacement approval. Failure to provide the required videos may result in the replacement request being rejected.

European Union 14-Day Cooling-Off Period

• If your order is shipped to the EU, you have the right to cancel or return within 14 days without justification.
• The item must be unused, with tags, and in its original packaging, and proof of purchase is required.