1. About this policy
This policy applies to physical merchandise (apparel, accessories, prints, posters and similar tangible goods) sold by independent Creators on Monetive. For digital products, please see our Refund Policy for Digital Products.
Monetive is not the seller and not the delivery partner. Monetive is a checkout and payments platform — the Creator who lists the product is the actual seller, and is solely responsible for the product, fulfilment, packaging, shipping and after-sales support. Monetive by Kanglei Sannathong Pvt. Ltd. shall not be held liable for any content or materials published, sold, or distributed by sellers on our platform.
2. When you can request a refund / return
- The item arrives damaged, defective or materially different from what was listed on the product page.
- You received the wrong item, size or variant.
- The order was not delivered within the delivery window stated on the product page (and no valid tracking shows otherwise).
- A duplicate payment was charged for the same order.
3. When refunds are not available
- Change of mind once the item has been shipped.
- Issues caused by misuse, mishandling or normal wear and tear after delivery.
- Items that are explicitly listed as final sale or non-returnable on the product page (e.g. innerwear, perishable goods, customised items).
- The buyer was unavailable at the delivery address or refused to accept the package without a valid reason.
4. Cash on Delivery (COD)
For COD orders, the buyer pays a small online deposit at checkout via Cashfree, and the remaining balance is collected in cash by the courier on delivery. If the buyer refuses delivery without a valid reason listed in Section 2, the online deposit is non-refundable and is used to cover the seller's logistics cost.
5. How to raise a refund / return request
- Contact the Creator directly using the contact details on the order confirmation email, within 7 days of delivery.
- Share your order ID, a brief description of the issue and clear photos / a short video of the product and packaging.
- If the Creator does not respond within 5 working days, you can escalate to Monetive by emailing support@monetive.in with your order ID. We will review and mediate between buyer and seller in good faith.
6. How approved refunds are processed
Once a refund is approved by the Creator (or by Monetive in an escalated case), the amount is refunded to the original payment method via Cashfree within 5–10 working days. For COD orders, only the online deposit amount paid via Cashfree is refundable through Monetive; any cash already handed to the courier is settled directly between the buyer and the Creator.
7. Contact
For escalations only: support@monetive.in