Worldwide shipping
Free returns
Carbon neutral
The following terms and conditions only apply to orders placed on the MONSGA website (MONSGA.com). For orders purchased from other platforms (e.g. Amazon), please follow the Return & Refund Policy of the corresponding platform. You could also contact us and we’d love to help you reach out to the correct platform.
INSE reserves the right to change its payment procedures at any time without prior notice to you.
We aim to provide the best quality product, on-time delivery, and Lifetime limited support. We do ask you, our customers, to keep in mind:
-Vacuum Cleaners
Define a 30-Day Money-Back Guarantee
A 30-day money-back guarantee is only applicable for vacuum cleaners, not for accessories. Within 30 days from the order date: All vacuum cleaners enjoy a 30-day money-back guarantee and we accept the return/refund, except for Special offers/Flash sales/Clearance sales products.
Customers have the right to apply for a return/refund within 30 days after delivery of the product.
Eligible Return/Refund
To be eligible for a return/refund, your item must be unused and in the same condition that you received it. Merchandise must be in original factory condition and must include all original packaging materials, warranty cards, manuals, and accessories.
If the machine is damaged during delivery or quality-related defective within 30 days, please provide the relevant pictures or videos by sending an email to [support@monsga.com] to help us confirm the issue, and after we confirmed, we'll arrange the replacement/return/refund process accordingly.
We will pay for the shipping costs for the return and resend. In addition, if the product cannot be replaced due to production completion or limited products, we may request a refund even if you request a replacement.
Refund requests for the 30-day money-back guarantee expire once opening a warranty claim within 30 days after the date of ordering. It is not possible to process a request for a refund that has expired during this 30-day window. For purchases not made directly through INSE's online stores, please contact the corresponding retailers for help.
Please note: We strictly do not accept change-of-mind returns or exchange requests.
If you insist to return, we totally respect your decision and we always hope we could offer a pleasant user experience to every customer. In this condition, we could accept a return and refund; meanwhile, please understand that:
We deduct 30% of the amount you paid as a restocking fee plus $10 of the original shipping fee. Also, you need to cover the shipping fee for returning.
（There will inevitably be a trace of use after assembly and during the use of the machine. No customer wants a used machine. Thus there will be labor costs in handling the machine, like recycling the machine and recreating a new machine using the material.）
After a full refund, the product is no longer under warranty and cannot be exchanged.
The situation that is not covered
We do not accept any returned merchandise without an order number and a serial number or shipped out over 30-day from the shipping date.
Merchandise showing malicious physical damage
Any other defects that are not caused by workmanship or product quality
Merchandise that has been excessively worn, used with distinctive marks, and affects the secondary sale
Product labels, serial numbers, waterproof marks, etc. show signs of tampering or alteration.
Any defects or damages caused by normal wear and tear, accidents, improper installation or maintenance, misuse (including failure to follow product documentation), neglect, disassembly, alterations to the hardware or supporting setting files, and external causes such as, but not limited to, natural disaster, water damage, extreme thermal or environmental conditions
Any defects caused by transportation or loading during returning voyage
Lost or stolen products are out of warranty
Items that have expired their warranty period are not acceptable for a return&refund
Free products are not acceptable for any return or refund
Repairs through 3rd parties are not acceptable for any return or refund
Purchases from illegitimate resources are not acceptable for any return or refund
Counterfeit machines are not eligible for an MONSGA return and refund.
Return
Customers take responsibility for the returned items. To get a refund, you need to make sure that the returned item is returned to the correct address, and we suggest: Do not return the item yourself back to the manufacturer before we give the correct return address. Otherwise, we will not take any responsibility and cannot make a refund.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
We have several overseas warehouse addresses in the United States. In order to speed up the progress of your return and refund, you can choose to ship back the goods to the nearest overseas warehouse address provided by us. Or please send it back to the address where the support staff offers.
After confirming that the returned product arrives, we would check it out and if it is damaged on the way, our warehouse refuses to accept it and we refuse to refund. If it is in the original condition after
Once the returned item arrives back in MONSGA’s warehouse for inspection, the refund process will begin.
Your refund will be processed within 2-3 workdays once the returned item is received and processed. It may take 5-10 workdays for funds to settle depending on the payment used and the practices of your financial institution to receive the credited funds.
Refunds will only be issued to the original credit card or other paying methods like PayPal that you use when placing your order. MONSGA reserves the right to change its payment procedures at any time without prior notice to you.
We can only refund those canceled orders, orders that haven't been shipped, or orders that the product has been returned and received in a good condition.
We reserve the right to include a restocking fee, which would be deducted from your refund. Unless otherwise stated, shipping and handling charges are not refundable. You shall bear all expenses related to shipping charges on machines and/or parts. Original shipping costs will be deducted from any refund amount except in the case of a Defective Product.
Shipping Costs Must be Covered By Buyer In the Following Situations:
Exchange
For purchases made on MONSGA.com, MONSGA does not offer exchanges unless the machine was damaged in transit. Machines are covered under warranty service with repair and servicing support.
If the item you received is damaged, missing parts, or not what you ordered, please contact us to request a refund or a replacement.
After the product is exchanged, the new replacement is no longer covered by the warranty.
-For accessories, Parts, Cleaning Tools
Not applicable for any return or exchange.
Within 7 days from the order date:
If received a defective accessory, parts, or cleaning tool, and reported it to us within this period, we would provide a replacement or a refund
After 7 days from the order date:
We do not accept any refund requests. Or you could keep it after we deduct 30% of the amount you paid as a handling fee plus $5 of the original shipping fee.
All MONSGA vacuum cleaner products have a one-year warranty. For more detailed information, please see the Warranty Policy page. This policy is not to be confused with the manufacturer's warranty which continues even after this 30-day return policy expires.
If you’re experiencing a problem with ANY MONSGA products ordered on the MONSGA website, please contact us at support@monsga.com.
-FAQ about Return&Refund Policy
Q: Can I cancel my order?
To cancel the order, please contact our customer service department [support@monsga.com] to check the status of your order, if your order was canceled successfully, we will begin the refund process in 2-3 workdays.
If your product has not been shipped out from Our Factory, we allow you to cancel the order.
If your product has been shipped out from Our Factory, we will not be able to cancel the order for you, because it is no longer operable and we cannot intercept the product.
Q: Why haven't I received my refund yet?
If you are eligible for a refund, and we've already sent you an email confirming the refund process is complete, but you still haven’t received a refund yet, please first check your bank account again.
Then contact your credit card company/bank, it may take some time before your refund is officially posted. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at support@monsga.com.
Thank you for purchasing MONSGA products. In order to protect your rights and interests, please read the following Warranty Policy carefully.
After-sales Email：
US：service_us@monsga.com
CA：service_ca@monsga.com
DE：service_de@monsga.com
UK：service_uk@monsga.com
FR：service_fr@monsga.com
ES：service_es@monsga.com
IT：service_it@monsga.com
Limited Warranty&Lifetime Customer Support
The Limited Warranty&Lifetime Customer Support only applies to eligible purchases made directly from MONSGA Authorized stores, and not to accessories or other consumable items, such as filters or brushes. Warranty coverage applies to the original owner and to the original product only and is not transferable.
MONSGA warrants that the unit shall be free from defects in material and workmanship from the date of purchase when it is used under normal household conditions and maintained according to the requirements outlined in the Owner's Guide, subject to the following conditions and exclusions:
What is covered by this warranty?
The original unit and/or non-wearable parts deemed defective, at MONSGA's sole discretion, will be repaired or replaced for up to 24 months from the original purchase date.
In the event a replacement unit of vacuum cleaner is issued, the warranty coverage ends. In the event a replacement unit of accessory is issued, the same accessory is not replaceable anymore.
MONSGA reserves the right to replace the unit with one of equal or greater value. Return freight and reshipment costs (ground freight only) are prepaid by MONSGA for a warranty claim that meets the eligibility requirements.
MONSGA' entire liability and your exclusive remedy shall be, at our option, either
repair the Machines; (Replacement parts used in the repair of the Machines may be new, equivalent to new, or refurbished.) or
replace the Machines with new or refurbished Machines (replacement Machines being of the identical model or equivalent functions); or
provide you with a refund of the price, you paid for the Machines (excluding taxes and shipping costs).
What is not covered by this warranty?
MONSGA does not warrant the functions contained in the MONSGA machine will meet your requirements.
MONSGA is not responsible for damage arising from failure to follow instructions relating to the use of the Machine(s). You are responsible for
(a) proper use of our machine,
(b) routine preventative maintenance, and
(c) following proper machine handling recommendations provided in our instruction manual, quick start guide, and on our website.
Conditions that disqualify products from the limited warranty include, but are not limited to:
For external power supplies, conditions that disqualify products from the limited warranty include, but are not limited to:
How to get service
If your appliance operates improperly while in use under normal household conditions within the warranty period, contact us for product care and maintenance self-help.
Our Customer Service is also available at support@monsga.com to assist with product support and warranty service options. So we may better assist you, please register your product by contacting our customer support [support@monsga.com].
How to initiate a warranty claim
You must email support@monsga.com or fill out the warranty form to initiate a warranty claim. You will need the order info as proof of purchase.
THIS LIMITED WARRANTY TERM GIVES YOU SPECIFIC LEGAL RIGHTS, AND YOU MAY ALSO HAVE OTHER RIGHTS WHICH VARY FROM STATE TO STATE. OUR GOODS COME WITH GUARANTEES THAT CAN NOT BE EXCLUDED UNDER THE LOCAL CONSUMER LAW.
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