Refund and Returns Policy

Refund and Returns Policy

MAD Monkey Media

Effective Date: May 16, 2016

Last Updated: March 26, 2026

MAD Monkey Media (“Company,” “we,” “us,” or “our”), located at 9440 Jill LN, Dallas, TX 75227, provides digital marketing services, web hosting, graphic design, print shop services (business cards, DTF transfers, screen printing, promotional products, print-on-demand), and related offerings through www.madmonkey.media (the “Website”).

This Refund and Returns Policy explains our rules for refunds, returns, cancellations, and exchanges. It applies in addition to our Terms of Service, Approval Policy, Cancellation Policy, and Auto Renewal Terms. By placing an order or subscribing to our Services, you agree to this Policy.

1. General Principles

• Subscriptions and Recurring Services (e.g., digital marketing, SEO, social media management, web hosting, CRM): No refunds are provided for any subscription fees, even for partial periods. Subscriptions must be canceled in writing per the Cancellation Policy and Auto Renewal Terms (30 days’ notice required). Billing continues until cancellation is effective, including if onboarding materials are delayed.
• One-Time Projects and Custom Services: Refunds are considered only in cases of our material breach or failure to deliver as agreed. All requests must be submitted in writing to [email protected] within 30 days of the issue.
• Print Shop and Promotional Products: Physical/custom items follow the specific rules below. We stand behind our products with a 100% Satisfaction Guarantee — if there is a manufacturing defect (not due to customer-provided artwork), we will reprint or refund at our discretion.
• Digital Downloads or Software Products: Generally non-refundable once delivered or accessed.

2. Print Shop and Promotional Products Returns & Refunds

We offer a 30-day return window from the date of delivery for eligible items.

Eligible for Return or Refund

• Items must be unused, in original condition, and in original packaging.
• Defects due to our manufacturing error (e.g., poor print quality not caused by customer file issues).
• Damaged items during shipping (must be reported within 7 days with photos).

Non-Returnable / Non-Refundable Items

• Custom-printed or personalized items once production has begun or artwork has been approved (per Approval Policy’s 30-day proof window — no response results in cancellation and forfeiture of payment).
• Items returned more than 30 days after delivery.
• Sale or discounted items (unless defective).
• Gift cards, downloadable software/products, or perishable goods.
• Items damaged due to customer error, improper handling, or use.
• Any item where the customer approved the proof via digital signature, email, or written form.

Return Process

1. Contact [email protected] within 30 days of delivery with your order number, photos of the issue, and the reason for return.
2. We will inspect the item upon receipt. Approved returns will result in a refund to the original payment method (processed within 7–10 business days) or a reprint at our option.
3. You are responsible for return shipping costs (non-refundable). Use trackable shipping for expensive items. Return address: MAD Monkey Media, 9440 Jill LN, Dallas, TX 75227.
4. If approved, the cost of original shipping may be deducted from your refund unless the return is due to our error.

Partial Refunds

Partial refunds may be issued for minor defects or if only part of an order is affected. No refunds for customer-caused issues (e.g., spelling/grammar errors in approved artwork — we do not check these per the Approval Policy).

3. Cancellation of Orders (Print & Promotional Products)

• Before Proof Approval: Orders may be canceled by contacting [email protected]. A $50 cancellation fee may apply.
• After Proof Approval or Production Start: Cancellation is generally not possible. Payment is forfeited if the artwork is not approved within 30 days (per Approval Policy).
• After Shipping: Follow the Returns process above.

4. Digital Services and One-Time Projects

• Subscriptions: No refunds. See Cancellation Policy for the termination process.
• One-Time Digital Projects (e.g., website design, video production, logo design): Refunds are rare and considered only if we fail to deliver after reasonable opportunities for revisions. Requests must be made in writing within 30 days. We may offer revisions instead of a refund.
• Web Hosting: Prorated refunds may be available for the unused portion at our discretion, minus a $50 administrative fee (per Cancellation Policy).

5. Shipping-Related Issues

• Damaged or lost packages during shipping: Report within 7 days with tracking details and photos. We will work with the carrier for resolution (replacement or refund).
• Shipping delays: We provide estimates only. We are not responsible for delays caused by carriers or events beyond our control (e.g., weather, force majeure).

6. How to Request a Refund or Return

Email [email protected] with:

• Order number
• Reason for request
• Photos or supporting documentation (for physical items)
• Preferred resolution (refund, reprint, exchange)

We aim to respond within 2 business days and resolve valid claims promptly.

7. Refunds Processing

• Approved refunds are issued to the original payment method.
• Credit/debit card, ACH, Venmo, CashApp, Zelle, or other electronic payments: Typically processed within 7–10 business days.
• Cash, check, money order, QuickBooks invoice, precious metals, or crypto: Handled case-by-case (may require bank transfer or other arrangement).
• No cash refunds for online transactions.

8. Exceptions and Limitations

• We reserve the right to deny refunds/returns for abuse of this policy (e.g., repeated returns without a valid reason).
• All decisions are at our sole discretion, subject to applicable law.
• This Policy does not affect your statutory rights under Texas or federal law.

9. Changes to This Policy

We may update this Refund and Returns Policy. Changes will be posted on the Website with the new “Last Updated” date. Continued use of our Services after changes constitutes acceptance.

10. Contact Us

For questions or to initiate a return/refund:

• Email: [email protected]
• Phone: 800-858-1639
• Mail: MAD Monkey Media 9440 Jill LN Dallas, TX 75227