Refund policy
At C-Monsta Europe (“CME”), we want you to be satisfied with your purchase. This Return & Refund Policy should be read together with our General Terms and Conditions.
Returns
In addition to the statutory right of withdrawal described below, CME may accept return requests up to 14 days after delivery of the product.
To be eligible for a return, the product must:
- Be unused and in the same condition as received
- Include all original packaging, tags, and accessories
- Be accompanied by proof of purchase or order confirmation
To request a return, please contact: c-monsta@divebrandseurope.com
Return address:
C-Monsta Europe
A. Hofmanweg 1-B11
2031 BH Haarlem
The Netherlands
Products returned without prior notice or approval may be refused.
Unless otherwise agreed, the direct costs of returning the product are borne by the Customer.
European Union Right of Withdrawal
If the Customer qualifies as a consumer under applicable European legislation, the Customer has the right to withdraw from the Contract within 14 days without giving any reason.
The Cooling-Off Period expires 14 days after:
- The day on which the Customer, or a third party designated by the Customer, receives the product; or
- In the case of multiple deliveries, the day on which the final product is received.
To exercise the right of withdrawal, the Customer must notify CME by email before the Cooling-Off Period expires.
The Customer must return the product within 14 days after notifying CME of the withdrawal.
During the Cooling-Off Period, the Customer shall handle the product and packaging with care and may only inspect the product as would reasonably be allowed in a physical retail store.
Condition of Returned Products
Returned products must be returned:
- In original condition
- Complete with accessories and packaging where reasonably possible
- Without unnecessary damage or excessive use
The Customer may be held liable for any reduction in value resulting from handling beyond what is necessary to assess the nature, characteristics, and functioning of the product.
Damaged, Defective or Incorrect Products
The Customer should inspect the order immediately upon receipt.
If a product is defective, damaged during transport, or incorrectly delivered, the Customer should contact CME as soon as reasonably possible at:
Please include photographs and a description of the issue where possible so CME can assess and resolve the matter efficiently.
Non-Returnable Products
The following products are excluded from return or withdrawal rights where permitted by law:
- Custom-made or personalised products
- Sealed products unsuitable for return for hygiene or health protection reasons once opened
- Gift cards
- Digital products or downloadable content once delivery has started with prior consent
- Sale or clearance items where explicitly stated
Exchanges
CME does not process direct exchanges.
If the Customer wishes to receive a different product, the original product should first be returned and a new order should then be placed separately.
Refunds
Once the returned product has been received and inspected, CME will notify the Customer whether the refund has been approved.
If approved, reimbursement will be made using the same payment method originally used by the Customer, unless otherwise agreed.
Refunds are generally processed within 14 days after approval, although banks and payment providers may require additional processing time.
CME may postpone reimbursement until the returned product has been received.
Complaints
Complaints regarding products, services, or returns should be submitted clearly and within a reasonable time after discovery of the issue.
CME aims to respond to complaints within 14 days after receipt.
Company Information
C-Monsta Europe is a registered trade name of Sunshine Seahorse B.V., registered with the Dutch Chamber of Commerce under number 74803565.
C-Monsta Europe
A. Hofmanweg 1-B11
2031 BH Haarlem
The Netherlands
Postbus 1007
2001 BA Haarlem
The Netherlands
E-mail: c-monsta@divebrandseurope.com