Refund policy

Return and Refund Policy

At Massuae, we want you to feel confident about every purchase. If an item is not right for you, eligible products may be returned or exchanged in accordance with the terms described below.

Please review this Return and Refund Policy carefully before submitting or mailing a return.

Return Window

Massuae accepts eligible returns within 30 days of the confirmed delivery date.

The 30-day return period begins on the date the shipping carrier marks the order as delivered.

We accept returns for both:

• Defective products.

• Non-defective products.

Returns requested or mailed after the 30-day return period may be refused unless otherwise required by applicable law.

Product Condition

Massuae accepts returns of new products only.

To qualify for a return, the product must:

• Be unworn.

• Be unused.

• Be unwashed.

• Be unaltered.

• Be undamaged.

• Remain in its original condition.

• Have all original tags attached.

• Include original packaging where applicable.

• Include all accessories and components originally supplied with the product.

• Be free from makeup, deodorant, perfume, stains, odors, smoke, hair, pet hair, or other signs of wear or use.

• Be accompanied by valid proof of purchase from Massuae.

• Be returned within the applicable 30-day return period.

All returned products are subject to inspection before a refund or exchange is approved.

Products that do not meet these requirements may be refused.

Trying On Products

Customers may reasonably try on clothing, shoes, and accessories to determine size, fit, and suitability.

Items must not be worn beyond what is reasonably necessary for fitting.

When trying on a product, please take care to avoid contact with:

• Makeup.

• Deodorant.

• Perfume.

• Body lotion.

• Oils.

• Dirt.

• Other substances that may stain, damage, or alter the product.

Products showing signs of wear beyond normal fitting may not qualify for return.

Original Packaging

If a product was supplied with specific packaging, please return the applicable packaging together with the product.

This may include:

• Shoe boxes.

• Dust bags.

• Protective pouches.

• Accessory boxes.

• Product-specific packaging.

Where original packaging forms part of the product presentation, missing or materially damaged packaging may affect return eligibility.

Full-Price Products

Eligible full-price products may be returned within 30 days of delivery.

When all applicable return requirements are satisfied, customers may request:

• A refund to the original payment method; or

• An exchange, subject to product availability.

Original shipping charges are normally non-refundable for standard non-defective returns.

Sale Products

Sale products may be returned within the applicable 30-day return period if they otherwise meet this policy, unless they were clearly identified before purchase as:

• Final Sale; or

• Non-Returnable.

Approved refunds for discounted products will be based on the amount actually paid for the returned product.

Promotional or sale discounts are not separately refundable.

Final Sale Products

Products clearly marked Final Sale or Non-Returnable before purchase are not eligible for ordinary returns or exchanges.

This restriction does not apply when a product arrives:

• Defective.

• Damaged.

• Incorrect.

• Materially different from the product ordered.

Nothing in this section limits consumer rights that cannot legally be excluded under applicable law.

Exchanges

Massuae accepts exchanges for eligible products within 30 days of delivery.

Exchanges are subject to product availability.

Customers may request an available:

• Alternative size.

• Alternative color.

• Other eligible variation of the same product.

The original product must meet all return eligibility and condition requirements.

A replacement product is not guaranteed until the original return has been received, inspected, and approved.

If the requested replacement is unavailable when the return is processed, we may offer another available option or issue a refund to the original payment method.

How to Start a Return or Exchange

Before mailing a return, please contact:

Email: info@massuae.com

Please provide:

• Your full name.

• Order number.

• Email address used for the order.

• Product or products you wish to return.

• Reason for the return.

• Whether you are requesting a refund or exchange.

• Clear photographs if the product is defective, damaged, or incorrect.

After reviewing your request, we will provide the applicable return instructions.

Please do not mail a return until you have received the appropriate return instructions.

Return Method

Returns are accepted by mail.

Returned products must be securely packaged to protect them during transportation.

We strongly recommend using a tracked shipping service.

Please retain:

• Shipping receipt.

• Tracking number.

• Proof of postage.

• Proof of delivery where available.

The returned parcel remains the customer's responsibility until it is successfully delivered to the authorized return location.

Return Shipping Costs

For non-defective returns, including returns because of:

• Change of mind.

• Size.

• Fit.

• Color preference.

• Style preference.

• Accidental ordering.

the customer is responsible for return shipping costs.

Customers are responsible for arranging and paying for the return label or return postage unless Massuae specifically confirms otherwise.

Original shipping charges and customer-paid return shipping costs are normally non-refundable for non-defective returns.

No Restocking Fee

Massuae does not charge a restocking fee for eligible returns.

No separate restocking fee will be deducted solely because an eligible product has been returned.

A return may still be refused if it does not satisfy the return window, product-condition, or other requirements described in this policy.

Damaged, Defective, or Incorrect Products

Please inspect your order promptly after delivery.

If you receive a product that is:

• Damaged.

• Defective.

• Incorrect.

• Missing an included component.

• Materially different from the product ordered.

please contact us as soon as possible:

Email: info@massuae.com

Please provide:

• Your order number.

• A description of the issue.

• A clear photograph of the complete product.

• Close-up photographs showing the defect or damage.

• A photograph of the product tag where applicable.

• Photographs of the packaging and shipping label where relevant.

Please retain the product and all relevant packaging until the issue has been resolved.

Defective Product Assessment

Massuae may review photographs, product information, and other reasonable evidence before approving a defective-product claim.

The following are not normally considered manufacturing defects:

• Normal wear and tear.

• Damage caused by misuse.

• Accidental damage occurring after delivery.

• Improper washing or cleaning.

• Failure to follow product care instructions.

• Damage caused by alterations made after delivery.

If a product is confirmed to have arrived defective, damaged, or incorrect, we will provide an appropriate solution.

Return Shipping for Defective or Incorrect Products

When Massuae confirms that a product arrived defective, damaged, or incorrect, Massuae will cover reasonable approved return shipping costs.

Depending on the circumstances, we may:

• Provide a prepaid return label.

• Reimburse reasonable approved return postage.

• Send a replacement.

• Arrange an exchange.

• Issue a refund to the original payment method.

Please contact us before purchasing return postage if you intend to request reimbursement.

Return Inspection

All returned products may be inspected after they are received.

Inspection may include checking:

• Product condition.

• Original tags.

• Original packaging.

• Accessories and components.

• Signs of wear.

• Signs of washing.

• Makeup.

• Deodorant.

• Perfume.

• Stains.

• Odors.

• Hair or pet hair.

• Product damage.

• Whether the returned product matches the original order.

Refunds or exchanges will only be approved after the product has been verified as meeting the applicable return requirements.

Refunds

Approved refunds will normally be issued to the original payment method used for the purchase.

Refunds may be available for:

• Eligible non-defective returns.

• Confirmed defective products.

• Damaged products.

• Incorrect products.

• Products that cannot be replaced.

• Orders canceled by Massuae after payment.

• Other circumstances where applicable law requires a refund.

Refund Amount

For an eligible return, the refund will normally equal the amount actually paid for the returned product.

Where applicable, refundable sales tax associated with the returned product will also be included.

Promotional discounts are not separately refundable.

For non-defective returns, original shipping charges are normally excluded from the refund.

Refund Processing Time

After an eligible return has been received, inspected, and approved, Massuae will normally process the refund within:

5 business days

We will normally send a confirmation when the refund has been processed.

After Massuae submits the refund, your bank, card issuer, or payment provider may require additional time before the funds appear in your account.

This additional posting period is determined by the applicable financial institution or payment provider and is outside Massuae's control.

Refund Method

Approved refunds are normally returned to the same payment method used for the original purchase.

If the order was paid through a third-party payment provider, the refund may also be subject to that provider's processing procedures.

Massuae cannot control additional bank or payment-provider processing times after a refund has been submitted.

Original Shipping Charges

Original shipping charges are normally non-refundable when a customer returns a non-defective product because of:

• Change of mind.

• Size or fit.

• Style preference.

• Color preference.

• Accidental ordering.

If the entire order is refunded because of a confirmed Massuae error, defective product, damaged product, incorrect product, or another circumstance requiring reimbursement under applicable law, the applicable original standard shipping charge may also be refunded.

Gift Orders

If a product was purchased as a gift, any approved monetary refund will normally be returned to the original payment method used to place the order.

Where another appropriate return solution is available, we will explain the applicable options during the return process.

Rejected Returns

A return may be refused if:

• It is outside the 30-day return period.

• The product has been worn.

• The product has been washed.

• The product has been used.

• The product has been altered.

• The product was damaged after delivery through customer use.

• Original tags are missing.

• Required original packaging or accessories are missing.

• The product contains makeup, deodorant, perfume, stains, odors, hair, pet hair, or other signs of use.

• The product was clearly marked Final Sale or Non-Returnable.

• The returned product does not match the original order.

• The product otherwise fails to satisfy this policy.

If a return is rejected, we may contact the customer regarding the available options.

The customer may be responsible for the cost of having the rejected product returned to them.

Lost Return Parcels

Customers should retain return tracking information until the return has been fully processed.

If a customer chooses their own return shipping carrier, the customer is responsible for the parcel until it reaches the authorized return location.

If a return parcel is lost in transit, the customer may need to submit a claim directly with the shipping carrier.

Massuae cannot process a refund or exchange for a return that has not been received unless acceptable evidence confirms delivery to the authorized return location.

Multiple Returns

If products from multiple orders are being returned, each order should be clearly identified.

Where possible, we recommend returning separate orders in separate parcels unless Massuae provides different instructions.

Combining multiple unrelated orders into one parcel may delay return processing.

Incorrect Items Sent With a Return

Please carefully check your return parcel before mailing it.

Massuae is not responsible for personal belongings or products belonging to another retailer that are accidentally included in a return parcel.

If an incorrectly returned item can be identified and located, the customer may be responsible for the cost of having it returned.

Order Changes and Cancellations

If you wish to change or cancel an order, please contact us as soon as possible.

Because orders may enter processing shortly after payment, we cannot guarantee that every modification or cancellation request can be completed.

Once an order has been processed, packed, or shipped, cancellation may no longer be possible.

If the order has already shipped, the customer should wait for delivery and follow this Return and Refund Policy if a return is required.

Fair Use and Fraud Prevention

Massuae aims to provide customers with a fair return experience.

However, we may review return activity where there is reasonable evidence of fraud, misuse, or abuse.

Examples may include:

• Returning products different from those purchased.

• Returning products after substantial wear or use.

• False damaged-product claims.

• False missing-item claims.

• Manipulated photographs or evidence.

• Other fraudulent return activity.

Where there is reasonable evidence of fraud or misuse, Massuae may refuse the applicable return, refund, exchange, or future transaction as permitted by applicable law.

This section does not affect legitimate customer claims or statutory consumer rights.

Payment Disputes

If you have a concern regarding an order, return, or refund, we encourage you to contact Massuae before initiating a payment dispute so that we have an opportunity to review and resolve the matter.

If a payment dispute is submitted, Massuae may provide relevant transaction information to the applicable payment provider, including:

• Order records.

• Payment records.

• Shipping information.

• Tracking information.

• Delivery confirmation.

• Customer communications.

• Applicable store policies.

Nothing in this section limits any lawful payment-dispute rights available to customers.

Consumer Rights

Nothing in this Return and Refund Policy is intended to exclude, restrict, or modify consumer rights that cannot legally be excluded under applicable law.

Where applicable consumer protection law provides rights or remedies that are more favorable than this policy, the applicable legal requirements will prevail.

Contact Us

For questions regarding returns, exchanges, damaged products, defective products, incorrect orders, or refunds, please contact:

Email: info@massuae.com