Most Mondosol sales go smoothly, but if there's a problem with a purchase, the Mondosol Money Back Guarantee ensures that buyers receive the item they ordered or get their money back.
Buyers can use the Mondosol Money Back Guarantee when:
Mondosol works with buyers to quickly resolve issues.
Most transactions on Mondosol.com are covered by the Mondosol Money Back Guarantee.
Covered
If a buyer doesn't receive an item, the buyer needs to report that they didn't receive the item by contacting Mondosol. Mondosol should address the buyer's concern and provide updates on the delivery of the item, tracking information, or a refund.
If the buyer isn't happy with Mondosol's response or doesn't receive a response, the buyer can ask Mondosol to step in and help.
If asked to step in and help, we review the information provided by the buyer and supplier for evidence of successful on-time delivery to the buyer's address or proof of collection by the supplier. We require proof of signature to confirm delivery for items with a total cost of $750 or more.
If we determine that the item wasn't successfully delivered or collected, we refund the full cost of the item and original shipping via PayPal. The seller is required to reimburse us for the amount. Learn more about reimbursement.
Generally, the buyer is responsible for accepting the item when it arrives. If the buyer refuses delivery, their claim is not eligible for the Mondosol Money Back Guarantee.
Exceptions:
The buyer is responsible for paying any customs and duty fees for international shipping.
Exception:
If a buyer receives an item that doesn't match the listing description, the buyer needs to request a return from Mondosol. Mondosol should address the buyer's concern and offer a solution, such as accepting a return, offering a replacement or refund.
If the buyer doesn't receive a response or solution, or returns the item but doesn't receive a refund or replacement from Mondosol, the buyer can ask us to step in and help. In some cases we may automatically accept a return request on the supplier’s behalf.
If asked to step in and help, we review the item description, photos of the item, if provided by the buyer or supplier, and any other information about the item that the buyer and supplier provide. If we can't determine that the item matches the listing description, if the supplier has already offered a return, or the supplier's stated return window and policy applies, we may ask the buyer to return the item to the supplier.
When an item is returned to the seller
Either we generate a return shipping label or the supplier can provide a label. We add the cost of an Mondosol-generated label to the supplier's monthly Mondosol invoice.
When a return shipping label is made available to the buyer and/or the buyer chooses to purchase a separate label, the buyer won't be refunded by Mondosol for the cost of the label.
After confirming that the item was returned to the seller, we refund the cost of the item (less any loss in value, if applicable) and original shipping via PayPal. We require the seller to reimburse us for the amount. When the buyer arranges shipping or picks up the item, we may not refund the cost of original shipping or pickup.
When an item isn't returned to Mondosol
In some instances, we may not require that an item be returned to us. In these situations, we refund the buyer and may seek reimbursement from the supplier, for example if:
Alternatively, with the buyer's consent, we may give a partial refund to cover differences between how the item was described in the listing and the actual item the buyer received. When given a partial refund, the buyer isn't asked to return the item to the seller. We may require the seller to reimburse us for the partial refund.
Counterfeit items
If a buyer suspects that an item is counterfeit, and there are strong indicators that the item is counterfeit, we don't require the buyer to return the item to the seller. The buyer agrees to cooperate with us to ensure the proper disposal of the item. In such instances, we refund the buyer for the full cost of the item and original shipping, and the seller reimburses us for the refund. The buyer may not sell the item on Mondosol or elsewhere.
Item not received
Item not as described
Replacement and exchange
Replacement and exchanges can be requested by the buyer and/or seller. Exchanges are based on value of the original purchased item, with current and equal value. A buyer must request a return no later than 30 days after the actual (or latest estimated) delivery date, or, if the seller's return window is longer, within the return window.
Timelines for replacement and exchanges:
When the buyer requests a replacement or an exchange Mondosol has 3 business days to respond to the buyer. If no response is received after 3 business days (and a maximum of 27 business days) the buyer can escalate the request to Mondosol to step in and help resolve.
If a replacement or exchange is agreed upon, the buyer has 5 days to ship the item back to the seller with return tracking (provided through return claim). If the buyer doesn’t ship the item within 5 business days, the replacement or exchange will be closed.
If the buyer doesn’t ship the return item back to Mondosol, and the supplier shipped the replacement or exchange with confirmed delivery scan, after 20 business days the seller will be paid the value of the additional item. The buyer will be charged for this additional item via the buyer’s PayPal account.
Latest estimated delivery date
When we have no information about the actual delivery date, we use the latest estimated delivery date. When we have no estimated delivery information, we consider the latest estimated delivery date to be 7 days from payment date for transactions between a buyer and seller in the same country, and 30 days from the payment date for buyers and sellers in different countries.
Extended timelines for Mondosol Money Back Guarantee coverage
In some limited situations, we may extend the period of time in which a buyer is eligible for the Mondosol Money Back Guarantee. This extra time allows us to take into consideration the buyer's location, the shipping service used, a supplier's extended return window, national holidays, or delays due to circumstances such as natural disaster, national emergency, labor strike, or governmental act, or other circumstances such as fraud. In most instances, when we extend timelines for Mondosol Money Back Guarantee coverage, in cases where the supplier is responsible for requests opened during such an extended timeline.
Buyers and suppliers have an opportunity within 30 days from when we make a decision about a transaction issue to appeal our decision by providing appropriate documentation. We have the right to seek reimbursement from the seller if a buyer successfully appeals.
We refund buyers via PayPal. If a buyer doesn't have a PayPal account, we ask the buyer to create one with their Mondosol registered email address to claim their refund. In the unlikely event we're unable to send refunds to a PayPal account, we may provide refunds by coupon redeemable for purchases on Mondosol.
Fraudulent claims may include:
Buyers who file fraudulent claims are subject to consequences outlined in the Abusing Mondosol section of the Terms Agreement. In addition, we reserve the right to indefinitely suspend the buyer's coverage under the Mondosol Money Back Guarantee.