1. Introduction This Return and Refund Policy governs the purchases made through www.monotonecap.com, operated by Hatworx Ltd (“we”, “us”, or “our”). We are committed to upholding European consumer protection regulations and providing a straightforward process for returns, replacements, and refunds.
2. Right of Withdrawal In accordance with European consumer protection laws, you have the Right of Withdrawal. You may withdraw from your purchase within 14 days without providing any reason. The withdrawal period expires 14 days from the day on which you, or a designated third party, acquire physical possession of the goods.
To exercise this right, you must inform us of your decision to withdraw from the contract by sending a clear statement via email to hat@monotonecap.com before the withdrawal period has expired.
3. Standard Returns Process If you choose to exercise your Right of Withdrawal, you must return the item in its original, unwashed, and unworn condition.
Please send the items to our warehouse at the following address: Hatworx Ltd 80 Lansford Crescent, Avondale, Auckland 0600, New Zealand
The customer is responsible for the direct cost of returning the goods under the standard Right of Withdrawal. Once we receive and inspect the returned item, we will process your refund.
4. Defective or Damaged Goods If the item you receive is defective or damaged upon arrival, you are entitled to a full refund or a replacement.
Please contact our customer support team at hat@monotonecap.com within the 14-day period. You must provide clear photographic evidence of the defect or damage in your email. Upon review and approval of the photographs, we will process a refund or dispatch a replacement. You are not required to return the physical damaged item to our warehouse.
5. Shipping and Delivery Timeframes We partner with carriers such as DHL, FedEx, and UPS for Priority shipping.
- Processing Time: Order processing and dispatch require 2 to 3 working days.
- Transit Time: Standard transit to Europe requires 7 to 12 working days.
We will send automated tracking emails to the email address provided at checkout during key transit stages, including order dispatch, arrival at regional logistics facilities, and local delivery.
6. Overdue Shipments Should your order exceed the standard 7 to 12 working days transit time, we will initiate an investigation with the relevant carrier. Based on the findings of the investigation, we will either issue a full refund or dispatch a replacement order.
7. Refund Processing and Payment Methods Approved refunds will be processed without undue delay and issued directly to the original payment method used at checkout.
We process transactions and refunds through the following payment methods:
- Visa
- Mastercard
- American Express
- Apple Pay
- Google Pay
- Digital Wallets
Please allow standard processing time by your financial institution for the funds to appear on your statement.
8. Contact and Company Information For any questions regarding your order, returns, or refunds, please contact us using the details below:
Brand: monotonecap
Company Name: Hatworx Ltd
Company Registration Number: 9439041587277
Email Address: hat@monotonecap.com
Phone Number: +64 98203174
Registered Business & Warehouse Address: 80 Lansford Crescent, Avondale, Auckland 0600, New Zealand