MONKEY 9 COM. LTD operates in horticultural services and the sale of horticulture tools. This Refund Policy explains how returns, exchanges, replacements, cancellations, service credits, and refunds are handled for services and products ordered through the website or any authorized channel.
1. Scope of this Policy
This policy applies to:
a. Horticultural services
b. Landscaping or garden related service engagements where offered
c. Sales of horticulture tools
d. Supplies, accessories, and related horticultural products
e. Other lawful horticulture related services or goods listed on the website
2. Eligibility for Refund, Replacement, or Service Credit
A customer may be eligible for a refund review, replacement, exchange, reperformance, service credit, partial refund, or full refund where:
a. The wrong item or service was supplied
b. Tools or products delivered were materially damaged on delivery
c. Goods received were materially different from the confirmed order
d. A duplicate or unauthorized payment is confirmed
e. A paid service was not commenced within the agreed period for reasons directly attributable to the company
f. A service was materially deficient and was not corrected within a reasonable time after notice
g. A product is defective at the point of delivery or collection
3. Non Refundable Transactions
Unless otherwise expressly agreed in writing, the following are generally non refundable:
a. Used, altered, or damaged tools after delivery
b. Products damaged due to misuse, poor handling, or improper storage after delivery
c. Special order tools or custom sourced items
d. Service fees once site work, mobilization, or operational work has commenced
e. Delivery, logistics, or third party charges already incurred
f. Services already fully rendered or substantially performed
4. Goods Returns
Customers should inspect goods upon delivery or collection and notify the company of any complaint within five business days unless another written period applies.
Returned goods must ordinarily be unused, in substantially original condition, and accompanied by proof of purchase and relevant packaging, except where the complaint concerns wrong delivery or verified defect.
5. Service Cancellations
For horticultural service engagements, cancellation after scheduling, mobilization, labor allocation, or procurement of service materials may attract deductions for labor, transport, materials, administrative costs, and other nonrecoverable expenses already incurred.
6. Refund Review Procedure
To request a refund, exchange, replacement, or service review, the customer should contact MONKEY 9 COM. LTD using the support details published on the website and provide:
a. Customer name
b. Order, invoice, or booking reference
c. Date of payment
d. Description of the issue
e. Supporting photos or correspondence where relevant
The company may investigate the request and ask for additional information before making a determination.
7. Available Remedies
Where a claim is accepted, MONKEY 9 COM. LTD may choose the most appropriate remedy depending on the circumstances, including:
a. Replacement
b. Exchange
c. Repair where applicable
d. Reperformance of service
e. Service credit
f. Partial refund
g. Full refund
8. Refund Timing
Approved refunds will ordinarily be processed through the original payment method unless another lawful method is agreed in writing. Processing times may depend on banks and payment service providers.
9. Chargebacks and Abuse
Customers are encouraged to contact the company first before initiating a chargeback. MONKEY 9 COM. LTD reserves the right to contest unjustified chargebacks and restrict future transactions where there is evidence of fraud, abuse, or bad faith conduct.