Return & Refund Policy

We want you to feel confident when shopping at Monsclub. This policy explains how to request a return, where approved returns should be sent, who is responsible for return shipping costs, and how refunds are processed.

30-Day Return Policy

You have 30 days from the date your order is delivered to request a return.

To be eligible for a return, the product must be in the same condition in which it was received. It must be unused, undamaged, and returned with its original packaging, accessories, labels, and included items.

Customers may reasonably inspect a product after delivery. However, products that have been played with, repeatedly squeezed, stretched, altered, washed, stained, punctured, cut, torn, or otherwise used beyond reasonable inspection may not be eligible for return.

How to Request a Return

Before sending any product back, please contact us at support@monsclub.com.

Please include the following information in your email:

• Your order number
• The name of the product you wish to return
• The reason for the return
• Clear photos or a video if the product is damaged, defective, leaking, or incorrect

After reviewing your request, we will confirm whether the return is approved.

If approved, we will provide return instructions by email, including the correct return address and any additional information required for the return.

Do not return products to the original shipping address or to our business contact address unless we specifically instruct you to do so.

The approved return address may be one of our designated fulfillment facilities and may differ from the address shown on the original package. Products sent to an unauthorized address may be delayed, refused, or lost.

Items returned without first requesting and receiving return authorization may not be accepted.

Return Shipping Costs

Quality-Related Returns

Monsclub will be responsible for reasonable return shipping costs when the return is caused by:

• A defective product
• A product damaged before or during delivery
• A leaking or unusable product received on arrival
• An incorrect product or variant sent by us
• A missing item caused by an order fulfillment error

Depending on the destination and circumstances, we may provide a prepaid return label or reimburse an approved reasonable return shipping cost. Customers must follow the return instructions provided by our customer service team.

Please do not purchase an expensive or express return service without our prior approval. Unapproved additional shipping costs may not be reimbursed.

Non-Quality-Related Returns

The customer is responsible for return shipping costs when the return is due to a non-quality-related reason, including:

• Changing your mind
• Ordering the wrong product, design, size, or variant
• No longer wanting the product
• Disliking the texture, softness, scent, color, or rebound speed
• Providing an incorrect or incomplete delivery address

Original shipping charges are non-refundable for non-quality-related returns, except where otherwise required by applicable law.

For customer-paid returns, we strongly recommend using a trackable shipping service and keeping the shipping receipt. Monsclub is not responsible for return packages that are lost or damaged before reaching the approved return facility.

Squishy Product Return Conditions

Due to the soft materials and sensory nature of squishy products, returned items must be clean, intact, and suitable for inspection.

A squishy product may not be eligible for return if it shows signs of:

• Repeated squeezing or extended play
• Excessive stretching, twisting, or pulling
• Tears, cuts, punctures, cracks, or bite marks
• Leaking filling or damage caused after delivery
• Stains, dirt, hair, dust, residue, or strong external odors
• Exposure to heat, fire, water, household chemicals, or sharp objects
• Alteration, repair, repainting, or modification
• Missing packaging, accessories, decorations, or included items

This restriction does not affect valid claims for products that arrived defective, damaged, leaking, or incorrect.

Blind Box Squishy Products

Blind box products contain a randomly selected design. The specific design received cannot be chosen unless the product page clearly states otherwise.

An opened blind box squishy is not eligible for return or refund simply because the customer does not like the design or received a duplicate. The surprise selection is part of the blind box product.

To request a non-quality-related return for a blind box product, the product and its blind box packaging must remain unopened, unused, and in their original condition.

If a blind box product arrives defective, damaged, leaking, or incorrect, please contact us as soon as possible. We recommend recording a clear, continuous unboxing video showing:

• The unopened shipping package
• The shipping label
• The opening of the package and blind box
• The condition of the product when first removed

The absence of an unboxing video does not automatically invalidate a genuine claim, but clear photos or video may help us review the issue more quickly.

Single-Use and Crispy Squishy Products

Some sensory products are designed to provide a one-time cracking, breaking, peeling, or opening experience.

These products cannot be returned after they have been cracked, broken, opened, activated, peeled, or used, unless the product was defective or damaged when delivered.

Please review the individual product description carefully before purchasing a single-use or crispy squishy product.

Handmade Squishy Products

Some Monsclub squishies are individually handmade or finished by hand. Slight differences may occur in:

• Color and color placement
• Shape and dimensions
• Texture and softness
• Rebound speed
• Scent intensity
• Surface finish
• Seams, small air bubbles, or decoration placement

Minor handmade variations that do not affect the normal use of the product are not generally considered quality defects.

However, an unused handmade product may still be requested for return within the 30-day return period. If the product is not defective, the customer will be responsible for the return shipping cost.

Damaged, Defective, or Incorrect Products

Please inspect your order shortly after delivery.

Contact us promptly if your product arrives damaged, defective, leaking, or different from what you ordered. Please include your order number and clear photos or a video of:

• The product
• The damaged or defective area
• The product packaging
• The outer shipping package and shipping label

After reviewing the information, we may offer an appropriate solution, including a replacement, refund, partial refund, or approved return, depending on the circumstances.

Non-Returnable Products

The following products are generally not eligible for return:

• Products returned more than 30 days after delivery
• Used, played-with, altered, washed, stained, or damaged products
• Products damaged because of misuse or failure to follow care instructions
• Opened blind box products returned because of design preference or duplication
• Single-use or crispy squishy products that have already been activated or used
• Products missing original packaging, accessories, or included parts
• Gift cards, where applicable

These exclusions do not apply when a product was defective, damaged, or incorrect when delivered, or where applicable law provides additional customer rights.

Exchanges

We do not process direct exchanges in most cases.

The fastest way to receive a different product is to request a return for the original item. Once the return is approved, you may place a separate order for the replacement product.

For defective, damaged, or incorrect products, please contact us before placing another order so we can review the appropriate solution.

No Restocking Fee

Monsclub does not charge a restocking fee for approved returns.

Refund Process

Once an approved return has been delivered to the designated return facility, we will inspect the product and notify you whether the refund has been approved.

If approved, the refund will be issued to the original payment method within 10 business days.

Your bank, card issuer, or payment provider may require additional time to process and display the refund after it has been issued by us.

If more than 15 business days have passed since we confirmed that your refund was approved, please contact us at support@monsclub.com.

Order Information

Customers are responsible for reviewing their product selection, quantity, variant, shipping address, and contact information before submitting an order.

If you notice an error, contact us as soon as possible. We cannot guarantee that an order can be changed or canceled after it has entered processing or has been shipped.

Contact Us

For return and refund assistance, please contact:

Email: support@monsclub.com
Phone: +86 18667906970

We typically respond within 1–2 business days.