Refund policy

At MonPattern, all our products are either digital or made to order (such as plushies, sewing kits, commissions or pre-order items). This means they are specially prepared for you once the order is placed. For this reason, returns, exchanges, and cancellations are not accepted.


❌ PRODUCTS THAT CANNOT BE RETURNED OR CANCELED

The following items cannot be returned, exchanged, or canceled under any circumstances:

  • Digital products (sewing patterns, embroidery files, etc.).
  • Made-to-order products (plushies, sewing kits, pre-order items, or customized items).
  • Commissions (such as plushies, faces, embroidery files, etc.).
  • Discounted or sale items.
  • Gift cards. 

If you have any doubts before making a purchase, don’t hesitate to contact us! We're here to help you choose what’s best for you.


UNCLAIMED OR REJECTED ORDERS

If the customer is not present at the time of delivery, refuses to accept the package, or fails to collect it from the pickup point and it is returned to us, the customer will be responsible for the reshipping costs. Since the product was made to order, no refund will be issued if the customer chooses not to pay for the new shipping.


CARE, SENSITIVITIES AND ALLERGIES

In the case of items that have been damaged by the customer due to improper care or use, they cannot be returned. Our products are handmade and must be treated with care. You can display them or cuddle them gently, but they are not toys and are not meant to be handled roughly.

Customers are responsible for ensuring the product is safe for them regarding any allergies, sensitivities, or other medical conditions. MonPattern is not responsible for any reactions or incompatibilities, and such items cannot be returned.


DAMAGES AND ISSUES

We do not accept returns or exchanges unless the item received is incorrect. In such a case, please contact us within 48 hours of delivery with photos of the item received.

MonPattern is not responsible for delays, loss, damages, or issues caused by the courier. If your package is delayed, marked as delivered but not received, arrives damaged, or is held at customs, these situations must be resolved directly with your local post office or courier. For more details about shipping issues, taxes, and undelivered packages, please see our Shipping Policy.


COMMUNICATION

We are committed to providing a respectful and positive customer experience. We reserve the right not to respond to messages containing profanity, threats, insults, or derogatory comments.