REFUND & RETURN POLICY
At Monka Supply Co., we strive to provide quality wholesale products to our business partners. Due to the nature of tobacco and nicotine products and wholesale distribution, all sales are final except under the limited circumstances outlined below.
1. All Sales Are Final
All wholesale purchases from Monka Supply Co. are final. We do not accept returns or offer refunds for:
- Change of mind or buyer’s remorse
- Ordering incorrect products or quantities
- Products that are no longer needed
- Differences in product preference or expectation
By placing an order, you acknowledge and accept this policy.
2. Exceptions: Damaged, Defective, or Incorrect Items
We will consider returns or exchanges only in the following situations:
Damaged Products: Items that arrive physically damaged due to shipping or handling.
Defective Products: Products that are materially defective or do not function as intended.
Incorrect Items: We shipped the wrong product or incorrect quantity from what was ordered.
3. Reporting Issues
To be eligible for a return or refund, you must:
Report within 48 hours: Contact us within 48 hours of delivery with details of the issue.
Provide documentation: Include your order number, photos of the damaged/defective/incorrect items, and a description of the problem.
Retain packaging: Keep all original packaging and materials until the issue is resolved.
Claims submitted after 48 hours will not be considered.
4. How to Submit a Claim
To report damaged, defective, or incorrect items, contact us immediately:
Email: info@monkasupplyco.com
Subject Line: Return Request – Order #[Your Order Number]
Include in your message:
- Order number and date of purchase
- Description of the issue
- Clear photos showing the problem
- Quantity affected
Our team will review your claim and respond within 2-3 business days.
5. Resolution Options
If your claim is approved, we will offer one of the following resolutions at our discretion:
- Replacement: We will ship replacement products at no additional cost
- Store Credit: Issue credit to your account for future purchases
- Refund: Process a refund to your original payment method
The resolution method will depend on product availability, the nature of the issue, and other relevant factors.
6. Return Shipping
If a return is approved and required:
- We will provide a prepaid return shipping label
- Items must be returned in their original condition and packaging
- You are not responsible for return shipping costs for approved claims
Unauthorized returns shipped back to us without prior approval will not be accepted or refunded.
7. Inspection Period
Upon receiving returned items, we will inspect them to verify the reported issue. This process typically takes 3-5 business days. Refunds or replacements will be processed after inspection is complete.
8. Refund Processing
Approved refunds will be processed to the original payment method within 5-10 business days after inspection. Depending on your financial institution, it may take additional time for the refund to appear in your account.
9. Non-Returnable Items
The following items cannot be returned under any circumstances for health, safety, and regulatory reasons:
- Opened or used vape products
- E-liquids or nicotine products with broken seals
- Items showing signs of use or tampering
- Products purchased on clearance or final sale (when noted)
10. Order Verification
We encourage all wholesale buyers to:
- Carefully review order details before completing purchase
- Verify product specifications, quantities, and pricing
- Inspect all shipments immediately upon delivery
- Report any issues within the required 48-hour timeframe
11. Manufacturer Warranties
Some products may be covered by manufacturer warranties. If you believe a product is defective due to a manufacturing issue, contact us and we will assist you in pursuing a warranty claim with the manufacturer when applicable.
12. Contact Us
For questions about returns, refunds, or to submit a claim, please contact:
Monka Supply Co.
📧 Email: info@monkasupplyco.com
🌐 Website: MonkaSupplyCo.com
We are committed to working with our wholesale partners to resolve any legitimate issues promptly and fairly.