RETURNS & EXCHANGES

Returns Procedure

Please obtain a Returns Merchandise Authorisation code (RMA code) by emailing hello@monorailsandsatellites.com within 14 days of receiving your item.  This RMA code must be filled in on the returns form.  Please return your item and the Returns/Exchange Form (delivered with the goods) within 14 days of receipt of the goods.  We will give you a full refund or exchange* within 30 days of you returning the items; please note that shipping fees will not be refunded.  Please click here to download a Returns Form.

Returns - 
Monorails & Satellites
71 Ruskin Walk
Herne Hill
London
SE24 9NA

*This excludes international orders, which are eligible for returns only.

 

Returns Policy

All items must be returned in an unworn (re-saleable) and unwashed condition, with the returns form, original packaging and swing tag still attached.  All un-damaged, un-used returned products will be credited to the original credit card used for purchase, including sales taxes for all EU country shipments.  We are able to exchange items for UK based customers only and these are free of charge.  Please follow the exchange procedure paperwork found in the package and print ‘exchange’ where requested.  We strongly recommend you obtain a free 'certificate of posting' from the post office, or use a trackable shipping service, as we cannot accept responsibility for any parcels lost in transit.  International customs duties, shipping costs and sales taxes are non-refundable for shipments outside the European Community (EU).

 

Faulty Goods

In the event that your product is faulty, please follow the general returns procedure and define the item as faulty (reason C).  Products returned to us due to a defect will be refunded in full, including a refund of the delivery charges and any cost incurred by you in returning the item to us.  Goods are deemed faulty, if they are received damaged, or where a manufacturing fault occurs. Items that are damaged as a result of normal wear and tear will not be considered faulty and will be returned to you with no refunds issued. If you would like to exchange a faulty item instead of obtaining a refund, please be aware that it can only be replaced for the same product in the same size, subject to availability.  Where possible, we will offer to repair faulty items, if it cannot be repaired or the same product is not available, you are entitled to a full refund.

 

Order Cancellation / Distance Selling Regulations 

Under the United Kingdom’s Consumer Protection (Distance Selling) Regulations 2000 (DSR) you are entitled to cancel your order for any item(s) purchased from Monorails & Satellites for a full refund within 7 days of receipt of the items.  This does not apply to items that cannot be returned for hygiene reasons or those that have been unsealed / spoiled / are not fit for resale.  Order cancellations made under the Regulations must be made in writing - quoting your name, address and order number - within 7 days of delivery of your item(s) by email to hello@monorailsandsatellites.com, or by post to the registered office of Monorails & Satellites -

 

Notice of Contract Cancellation
Monorails & Satellites 
71 Ruskin Walk
Herne Hill
London
SE24 9NA

 

Upon receipt of your notice to cancel the contract, Monorails & Satellites will send you a Return Merchandise Authorisation code (RMA code). This code must be input on the Returns Form and this form must be included in with the returned items.

Once you have cancelled your order, the goods should be returned to the address as detailed on the Returns Form, in their original condition, within 14 days of receipt. The item is your responsibility until it reaches us; we therefore recommend that you send via a secure delivery method and retain proof of postage. You will be liable for the cost of returned items but the shipment costs will be refunded to you upon receipt of the returned items.

This policy does not affect your statutory rights.