Returns, Refunds & Cancellations

Who this applies to

This policy applies to items sold by Mondo. Items bought from an individual seller on the Mondo Marketplace are covered by the Marketplace Buyer Policy instead.

Last updated: 28 September 2026.

Cancelling an order

You can cancel at no cost at any time before your order has been dispatched. Contact us with your order number and we will refund the full amount, or release the card hold, to the card you paid with.

Once an order has been dispatched it can no longer be cancelled, but you may return it under this policy.

Returns

You can return items within 7 days of delivery. Change-of-mind returns must be unused, in their original box, with all accessories, manuals, free gifts and paperwork.

Faulty, damaged or wrong items can be returned within 7 days. All returns must include all accessories, manuals, free gifts and packaging, and must not be damaged, registered, activated or locked to an account (for example Apple ID, Google or Microsoft accounts must be removed).

The following cannot be returned unless faulty: software and digital licences, gift cards, printer ink and toner once opened, consumables, hygiene items such as earphones and headsets once opened, and special-order or custom items.

Returns that do not meet these conditions may be refused or refunded less a restocking fee of up to 15% to cover the partner store's charges. We will tell you before any fee is applied.

Faulty or damaged items

Please inspect your order on arrival. Report visible damage or missing items within 48 hours, and faults found in use within 7 days of delivery. We will arrange a repair, replacement or refund after the item has been inspected by us or the partner store.

After 7 days, faults are handled under the manufacturer's warranty — see our Warranty Policy. Damage caused by misuse, accidents, liquid, power surges or unauthorised repair is not a fault.

How refunds are paid

Approved refunds are made to the original card used for payment, in Barbados dollars (BBD), within 10 business days of us receiving and inspecting the item. Your bank may take additional time to show the credit. We do not refund in cash or to a different card.

We collect returns from your door. Collection is free for faulty, damaged or wrong items. For change-of-mind returns the collection fee (the same as the delivery fee: $10 plus $1.50 per km) is deducted from your refund. Original delivery charges are refunded only when the return is due to our error or a faulty item.

Chargebacks

Please contact us before disputing a charge with your bank. A refund from us is faster than a bank dispute, which can take 45 to 120 days.

Charges appear on your card statement as RYDR Global.

Every card payment is verified by your bank with 3-D Secure. Every order is delivered by hand and confirmed with your one-time delivery code. A photo is taken only when you have allowed us to leave your parcel at your door. High-value orders are handed over only to the cardholder after a photo ID check.

If a charge is disputed, we send your bank the order, payment verification, delivery and communication records. We may hold or cancel new orders from an account while a dispute is open. Accounts, cards and addresses linked to disputes we win or that are found to be fraudulent may be blocked from paying online.

Filing a dispute for an order you received is treated as fraud and may be reported to the card issuer and the Royal Barbados Police Force.

Start a return

Open the order in your Mondo account and tap "Return an item", or contact our customer service team at support@shopmondo.online or (246) 433-3710 (Mon–Fri 8:30am–5:00pm). We review requests within 1 business day and refund your card once we have checked the item.