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FREQUENTLY ASKED QUESTIONS

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Q. How much is shipping to my door going to cost ?


A: We offer 100% FREE SHIPPING standard to USA with tracking to your door. We pay the postage for you when you make a purchase from us so there are no hidden cost! Remember ... we want to keep it simple for you - So all pricing that you see displayed on 12Vmonster.com already includes the postage cost .



Q: How long will it take for me to receive my order from 12Vmonster.com ?


A: Handling time per order takes approx. 1-3 working days, For Standard Free Shipping Orders, it will take a further 5-10 working days to arrive to your door via a last mile carrier within your region. (USPS / UPS / FEDEX / DHL / DOORDASH / AMAZON )

Working days are Monday-Friday

Non-US customer will also receive a tracking with local carrier information.



Q: What 12Vmonster.com's policy on defective or broken items ?


A: Any defective product is the responsibility of 12Vmonster.com , we will gladly replace any orders that are defective upon arrival. We are responsible for the package until it gets to your door. * IMPORTANT * We are not responsible for defects due to incorrect voltage applied or any other negligence.




Q: What if I am unsatisfied with the purchase and its a issue caused by 12Vmonster.com ?


A: If you have a problem with your order please contact us. We will do our best to work things out with you. This may include , but not limited to a free exchange or a refund or replacement



Q: What is 12Vmonster.com's return policy


A: All returned items must be in sell-able condition, with a RMA# on the Shipping Label. All returns must be in the original factory packaging with all accessories, manuals, and blank warranty cards included. If any of these materials are missing, your account will be billed accordingly. Refunds are made for product value only, excluding shipping and handling charges. Refused items will be credited 20% restocking fee, including freight and handling charges. All shipping fees are NON-REFUNDABLE unless agreed.

See our full return policy here.


Q: Where is 12Vmonster.com located ?


A: We are a DTC lighting company located in Hong Kong and Seattle. We have a wide world-wide fulfillment network in the USA, UK, JAPAN and Hong Kong. We stand behind all our products and guarantee punctual delivery for all orders purchased from us. Rest assured, the item you receive will be a premium quality product with a long lifetime. In the case of an return or exchange, an US return address is available for customer returns.

RETURNS 

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Our return policy lasts 30 days. If 30 days has passed since your purchase, unfortunately we can’t offer you a refund or exchange. 

To be eligible for a return, your item must be unused and in the same condition that you received it. All returns must also be in the original packaging. 

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

To start a return, please email us for a RMA (return authorization number) and a confirmation of the return address. Please note the return package is NOT the return address you see on the label on your package. So please do not just return your order without contacting us first.

Additional non-returnable items:

* Gift cards
* Downloadable software products
* Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to us before getting comfirmation.

There are certain situations where only partial refunds are granted: (if applicable)

* Products with obvious signs of use
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
* Any item that is returned more than 30 days after delivery

Refunds (if applicable)

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.
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.

Late or missing refunds (if applicable)

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 sales@12vmonster.com.

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sales@12vmonster.com.

 
Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping

For any defective or replacement orders due to our product or error, you will pay nothing and get a free replacement sent back to you.

For customer elected returns, there will be a 20% restocking fee to cover the original shipping and processing cost that was already paid to ship the original order to customer.

Examples of customer self elected return reasons are: Product works, but no longer needed, product works, but don't like the color, I bought the wrong fitting, voltage, style but no longer needed. etc.) 

You will be responsible for paying for your own shipping costs for returning your item.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

PRIVACY STATEMENT

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SECTION 1 - WHAT DO WE DO WITH YOUR INFORMATION?

When you purchase something from our store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address.

When you browse our store, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system.

Email marketing (if applicable): With your permission, we may send you emails about our store, new products and other updates.


SECTION 2 - CONSENT

How do you get my consent?

When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery or return a purchase, we imply that you consent to our collecting it and using it for that specific reason only.

If we ask for your personal information for a secondary reason, like marketing, we will either ask you directly for your expressed consent, or provide you with an opportunity to say no.


How do I withdraw my consent?

If after you opt-in, you change your mind, you may withdraw your consent for us to contact you, for the continued collection, use or disclosure of your information, at anytime, by contacting us at sales@12vmonster.com or mailing us at: 12Vmonster 2020 Maltby Rd , Ste 7, Bothell, WA, 98012, United States


SECTION 3 - DISCLOSURE

We may disclose your personal information if we are required by law to do so or if you violate our Terms of Service.


SECTION 4 - SHOPIFY

Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you.

Your data is stored through Shopify’s data storage, databases and the general Shopify application. They store your data on a secure server behind a firewall.


Payment:

If you choose a direct payment gateway to complete your purchase, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.

All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover.

PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.

For more insight, you may also want to read Shopify’s Terms of Service here or Privacy Statement here.


SECTION 5 - THIRD-PARTY SERVICES


In general, the third-party providers used by us will only collect, use and disclose your information to the extent necessary to allow them to perform the services they provide to us.

However, certain third-party service providers, such as payment gateways and other payment transaction processors, have their own privacy policies in respect to the information we are required to provide to them for your purchase-related transactions.

For these providers, we recommend that you read their privacy policies so you can understand the manner in which your personal information will be handled by these providers.

In particular, remember that certain providers may be located in or have facilities that are located in a different jurisdiction than either you or us. So if you elect to proceed with a transaction that involves the services of a third-party service provider, then your information may become subject to the laws of the jurisdiction(s) in which that service provider or its facilities are located.

As an example, if you are located in Canada and your transaction is processed by a payment gateway located in the United States, then your personal information used in completing that transaction may be subject to disclosure under United States legislation, including the Patriot Act.

Once you leave our store’s website or are redirected to a third-party website or application, you are no longer governed by this Privacy Policy or our website’s Terms of Service.


Links

When you click on links on our store, they may direct you away from our site. We are not responsible for the privacy practices of other sites and encourage you to read their privacy statements.


SECTION 6 - SECURITY

To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.

If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.


COOKIES

Here is a list of cookies that we use. We’ve listed them here so you can choose if you want to opt-out of cookies or not.

_session_id, unique token, sessional, Allows Shopify to store information about your session (referrer, landing page, etc).

_shopify_visit, no data held, Persistent for 30 minutes from the last visit, Used by our website provider’s internal stats tracker to record the number of visits

_shopify_uniq, no data held, expires midnight (relative to the visitor) of the next day, Counts the number of visits to a store by a single customer.

cart, unique token, persistent for 2 weeks, Stores information about the contents of your cart.

_secure_session_id, unique token, sessional

storefront_digest, unique token, indefinite If the shop has a password, this is used to determine if the current visitor has access.



SECTION 7 - AGE OF CONSENT

By using this site, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.


SECTION 8 - CHANGES TO THIS PRIVACY POLICY

We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.

If our store is acquired or merged with another company, your information may be transferred to the new owners so that we may continue to sell products to you.


QUESTIONS AND CONTACT INFORMATION

If you would like to: access, correct, amend or delete any personal information we have about you, register a complaint, or simply want more information contact our Privacy Compliance Officer at sales@12vmonster.com or by mail at 12Vmonster

[Re: Privacy Compliance Officer]