Refund policy
Return & Refund Policy
At Monster Kendama, we want you to shop with confidence. Please read our return and refund policy carefully before placing an order.
1. Order Cancellation Before Shipment
You may request a refund before your order has been shipped from our warehouse. Once the order has been shipped, it can no longer be canceled directly and will be subject to our return policy below.
2. Returns After Delivery
After receiving your order, you may request a return and refund if:
- the item is returned to us, and
- the item is unused, in its original condition, and does not affect resale
Returned items must not show signs of use, wear, damage caused by the customer, or any condition that would prevent the item from being sold again.
3. Damaged or Problematic Items
If the item you received is damaged or shows obvious issues upon arrival, you may apply for a refund or replacement.
To process such a request, you must:
- contact us within 48 hours after delivery
- provide a clear unboxing video
- provide photos or other evidence if requested
Requests submitted after 48 hours of delivery, or requests without an unboxing video, may not be accepted.
4. Lost Packages
If your package is considered lost in transit, you may request a refund.
We will use the tracking information shown on 17TRACK as the reference standard.
If there has been no tracking update at all within 15 days, you may contact us to request a refund.
5. Non-Refundable Situations
We may refuse a refund or return request in the following situations:
- the item has obvious signs of use
- the item has been damaged after delivery due to customer handling
- the customer cannot provide the required unboxing video for damage claims
- the request is made more than 48 hours after confirmed delivery for damaged-item claims
6. Contact Us
For any return, refund, or order issue, please contact us at:
Please include your order number and a clear description of the issue so we can assist you as quickly as possible.