Refund policy

Return Policy of Monad

At Monad, we are committed to providing you with products that effectively support you in relieving pain. We believe in the effectiveness of our products and recommend that you use them for at least 14 days before considering a return. If, after 14 days and within our 90-day money-back guarantee, you are not satisfied with your purchase for any reason, please contact us at info@try-monad.com. To speed up the process, please include your name and order number in the email.

Once we receive an item, we will inspect it for damage within 2 business days. If the item is in perfect condition, we will refund the amount due.

Please make sure that, when returning the item, the package contains a note with your order number and the email address associated with your order with us.

The consumer is obliged to properly return the goods to our return address. This can only be done by arrangement with our customer support team.

If the consumer refuses to accept the product or does not collect it from the parcel station within the specified period after being informed by the courier that it is available for pickup at a collection point, the consumer is in default of acceptance and has no claim to a refund. The collection point only holds a package for a certain period of time. After that, it is tracked as “returned to sender.” In this case, the courier does not cover the costs of return shipping and destroys the uncollected package.

How do I return an item?

For instructions on shipping returned products, please read the email you received after submitting your return request. *Note: Customers are responsible for return shipping and return shipping costs; we do not provide return labels. Please do not return the product without first consulting our team. If your package crosses a national border into Austria during the return shipment, higher shipping costs may apply.

Return Address

Enco Solutions GmbH
Helene-Richter-Gasse 6/35
1210 Vienna, Austria

*Please do not return the product without first consulting our team. This allows us to correctly record your return and protect it against loss during shipping.

Cancelled Orders

Please note that once the product has been ordered, direct cancellation is not guaranteed, as the order may already be in the shipping system. We recommend contacting us as soon as possible, ideally within 24 hours.

If the delivery is already in the shipping system, please wait for the goods to arrive and then send them to our return address after consulting with our support team. If a customer does not accept the delivery, the package will be disposed of by the courier service and we cannot issue a refund.

My order was lost in transit or stolen

If you purchased an item with a lifetime warranty/shipping insurance that covers theft and products lost during transit, we will promptly issue a replacement.

My order was lost in transit or stolen and I did not purchase shipping insurance

We recommend contacting your postal service or local delivery service and reporting the incident. We cannot guarantee a full replacement or refund for lost or stolen items.

Damaged Items

We package our products carefully to prevent damage during shipping. An item is considered damaged if it has a defect or is physically broken. Damaged packaging that occurred during shipping, such as dented boxes, etc., with a product in good condition, is not considered damage.

If your item arrives damaged, please inform us within 72 hours of delivery or attempted delivery. To report a damaged item, please send us an email at info@orthotal.de and include a clear photo of the damage as proof. We will review whether you are eligible for a free replacement. We do not refund costs, replace items, or accept returns for items damaged through normal use, wear and tear, or misuse.

Shipping and Delivery

Although we strive to deliver your order on time, we cannot be held responsible for shipping or delivery delays that are beyond our control, including those caused by the courier service, customs, or other factors and issues that may occur during shipping. If you have problems with your delivery, please contact the courier service directly for assistance. We assume no responsibility for lost, stolen, or delayed packages.

Additional delivery packages, such as priority shipping or shipping insurance, cannot be refunded.

Incorrect Delivery Address or Incomplete Delivery Address

It is the customer’s responsibility to ensure that the correct delivery address is used during the ordering process. If it is incorrect and we are not informed within 24 hours of placing your order, you are not entitled to reshipment or a refund.

If the delivery address is incomplete or incorrect, the shipping provider marks the order as “returned to sender” and destroys the product, as it does not cover the costs of returning it.

We reserve the right to change this return policy at any time.

Thank you for choosing Monad. We appreciate your trust and look forward to helping you manage pain and improve your quality of life.