Refund & Return Policy
Last updated: October 29, 2026
At MonoGom Studio, each piece is custom-made with care based on your photos and personalization requests. Because every piece is made specifically for you, please review our refund and return policy before placing your order.
1. Returns and Exchanges
We do not accept returns or exchanges for custom-made items due to a change of mind, a change in personal preference, or a change in circumstances after production has started.
We cannot accept returns for differences in handmade details, including minor variations in color, shape, texture, glaze, and small decorative elements. These variations are part of the handmade process.
This policy does not affect your rights under applicable consumer protection laws.
2. Order Cancellations
You may request to cancel your order before work on your custom sketch begins. If your cancellation request is approved, you will receive a full refund.
Once work on your sketch has started, the order cannot be canceled for a change of mind because time and materials have been allocated to your custom order.
If MonoGom Studio cannot fulfill your order, we will notify you and issue a full refund.
3. Damaged, Defective, or Incorrect Items
If your order arrives damaged, has a manufacturing defect, or does not match the confirmed customization, please contact us within 24 hours of delivery.
To help us review your request, please provide:
- Your order number.
- Clear photos of the item and any damage or defects.
- An unboxing video showing the package and the item.
- A short description of the issue.
Please keep the original packaging until your request has been reviewed.
After reviewing the evidence, we will confirm whether your order qualifies for a replacement, repair, or refund. We will explain the available resolution and any return instructions before asking you to send anything back.
If the issue is confirmed to be our responsibility, we will cover reasonable return shipping costs when a return is required.
4. Refunds
If a refund is approved, we will initiate it within 5 business days of confirming the refund decision.
Refunds will be issued to the original payment method whenever possible. Your bank or payment provider may require additional time to process the funds.
If a refund is required because MonoGom Studio cannot fulfill your order or because of another applicable legal requirement, we will follow the relevant refund requirements.
Shipping fees are refundable when required by applicable law or when the refund resolution includes those fees.
5. Shipping Delays and Lost Packages
Our products are custom-made, and production and international shipping may take several weeks.
If we cannot ship your order within the stated timeframe, we will contact you with an updated estimate.
If tracking indicates that your package is lost, please contact us so we can investigate with the shipping carrier and determine the appropriate resolution.
6. How to Request Help
Please email contact@monogom.com with your order number and a description of your request.
We will review your case and respond with the next steps.
Thank you for supporting handmade work at MonoGom Studio.