Refund and Return Policy
Thank you for supporting m0nster h0use Because every single piece of clothing we create is custom-made and made-to-order specifically for you, our return policy differs from standard off-the-rack retail stores.
Please read our policy carefully before placing your order. By completing a purchase on our website, you agree to the terms outlined below.
1. Custom & Made-to-Order Items (Final Sale)
Because our items are manufactured to your specific size, color, and design specifications, we do not accept returns, exchanges, or cancellations for change of mind or incorrect size selection.
Once an order goes into production, materials are allocated, and the item is crafted specifically for you. For this reason, we highly recommend reviewing our size guide and double-checking your measurements before checking out.
2. Manufacturing Defects & Damages (6-Month Warranty)
While we do not accept returns for sizing mistakes or change of mind, we stand behind the quality of our craftsmanship. In accordance with the South African Consumer Protection Act (CPA), all items carry an automatic 6-month implied warranty against manufacturing defects.
If your item arrives damaged, or if a structural defect appears within 6 months of delivery (such as faulty stitching, unravelling seams, or broken hardware), please contact us immediately at info@m0nsterh0use.co.za
Please include:
Your order number.
A brief description of the issue.
Clear photographs showing the defect.
If the item is found to be genuinely defective, you have the legal right to choose whether you would like a full refund, a replacement item, or a repair. We will arrange for our courier to collect the item from you at our expense.
Please note: This warranty strictly excludes normal wear and tear, fabric fading over time, or damage caused by improper washing, care, and handling after delivery.
3. Incorrect Items
If we make a mistake and send you the incorrect size, color, or design compared to your original order receipt, please notify us within 7 days of delivery. We will arrange for our courier to collect the incorrect item at our expense and prioritize crafting your correct order.
4. Shipping Within South Africa
We only ship within the borders of South Africa. In instances where a return is approved due to our error or a manufacturing defect, m0nster h0use will cover the total cost of the return courier.
If a return or alteration is approved under special, discretionary circumstances not related to a defect, you will be responsible for the return shipping costs to our studio in Cape Town, as well as the cost of shipping the item back to you. Shipping costs are non-refundable.
5. Contact Us
If you have any questions regarding sizing, fabrics, or how to measure yourself before placing an order, please reach out to us. We are here to help you get the perfect fit the first time!
Email: info@m0nsterh0use.co.za
Operating Hours: Monday – Friday, 9:00 AM – 5:00 PM (SAST)