Guarantee:We will refund your purchase price, or replace your product in the event of a faulty product. To be eligible for a refund, we must first ask you to send us an email describing the situation. We ask that you state clearly why you are dissatisfied or describe the issue in detail as it will help us make the correct determination on how we should handle it. In the case that we make a return request, the address is as follows:MONQ Canada 2 Kinney Gate, Maple ON L6A2S3To complete your return, we require a receipt, invoice number from myMONQ.ca, or other proof of purchase directly from MONQ Canada. We encourage but do not compel our retail outlets to provide the same guarantee. If you have purchased your product from a retail location, please address your concerns directly with that retail outlet.  Refunds:Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund or other. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. In the alternative, you may request a ‘store credit’ at myMONQ.ca.Shipping:We usually ship within 24 business hours of receiving your order and always within 48 business hours of receiving your order. Please allow for extra time for fulfillment on weekends and Holidays. Transit time from that point is determined by the method of delivery chosen at checkout.Return Shipping:We recommend that you consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.Late or missing refunds:If you haven’t received a refund yet, first check your bank account again.Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted.  If you’ve done all of this and you still have not received your refund yet, please contact us at info@mymonq.ca.