Refund policy

At MASSUAE, we want you to shop with confidence.

If you are not completely satisfied with your purchase, eligible products may be returned or exchanged in accordance with the terms below.

Please review this Return & Refund Policy carefully before submitting a return request.

Return Eligibility

MASSUAE accepts returns for both:

  • Defective products;

  • Non-defective products.

Eligible products may be returned within:

30 days from the date of delivery.

The 30-day return period begins on the date your order is confirmed as delivered.

Return requests submitted after the 30-day return period may not be accepted.

Product Condition

MASSUAE accepts returns of:

New products only.

To qualify for a return or exchange, the product must:

  • Be unworn;

  • Be unused;

  • Be unwashed;

  • Be unaltered;

  • Remain in its original condition;

  • Have original tags attached when applicable;

  • Include original accessories or components when applicable;

  • Include original packaging whenever reasonably possible;

  • Be free from stains, odors, makeup, deodorant, perfume, dirt, damage caused after delivery, or other signs of use.

Products that have been worn, washed, used, altered, or damaged after delivery may not qualify for return or exchange.

Reasonable inspection or try-on is permitted provided the product remains in new condition and meets all requirements described in this policy.

Dresses, Occasionwear & Embellished Products

MASSUAE collections may include dresses, occasionwear, sequined styles, crystal or beaded designs, embellished garments, structured pieces, and other delicate fashion products.

Please take additional care when trying on these products.

Returned garments must remain free from:

  • Makeup;

  • Deodorant;

  • Perfume;

  • Body products;

  • Stains;

  • Snags;

  • Damage;

  • Missing embellishments caused after delivery;

  • Signs of wear.

All original tags, ribbons, protective elements, and product components should remain attached where applicable.

Shoes

Shoes may be returned within the applicable 30-day return period if they remain in new and unused condition.

Shoes must:

  • Be unworn;

  • Have clean and unused soles;

  • Be free from scratches, marks, stains, or other signs of wear;

  • Include original packaging where applicable.

We recommend trying shoes on indoors on a clean and soft surface.

Swimwear & Intimates

Swimwear and intimate products may be returned when they meet the same New Products Only requirements.

Where applicable:

  • Hygiene protection must remain attached and intact;

  • Original tags must remain attached;

  • The product must be unworn, unused, and unwashed;

  • The product must remain in its original condition.

Products that do not meet these conditions may not qualify for return or exchange.

How to Start a Return

Before mailing any product back, please contact our Customer Support team.

Please provide:

  • Your full name;

  • Order number;

  • Email address used during checkout;

  • Product name;

  • Size, color, or variant;

  • Reason for the return or exchange;

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

Once your request has been reviewed, we will provide the applicable return instructions and authorized return mailing information.

Please do not send products back before receiving return instructions.

Returns sent without authorization or to an incorrect location may experience delays or may not be accepted.

Return Method

Approved returns must be sent:

By Mail

Returned products must be mailed according to the instructions provided by our Customer Support team.

We recommend using a trackable shipping service and retaining your:

  • Shipping receipt;

  • Tracking number;

  • Return confirmation.

Please keep this information until your return has been completed.

Return Shipping & Return Label

Customers are responsible for arranging and paying for the return shipment.

Return Label: Customer's Responsibility

Customers are responsible for obtaining the applicable return shipping label and paying the applicable return shipping cost.

Return shipping costs are not deducted as a restocking fee.

We recommend using a trackable shipping method so that the return shipment can be monitored until delivery.

Damaged, Defective, or Incorrect Products

If you receive a product that is damaged, defective, or incorrect, please contact our Customer Support team before mailing it back.

Please provide:

  • Order number;

  • Description of the issue;

  • Clear photos of the product;

  • Photos of the packaging when applicable;

  • Photos of the shipping label when applicable.

Please keep the product and original packaging while the request is being reviewed.

Eligible defective or incorrect products may be returned under this policy provided the product has not been worn, used, washed, altered, or further damaged after delivery.

Exchanges

MASSUAE accepts exchanges for eligible products.

Exchange requests must be submitted within:

30 days from the date of delivery.

Products submitted for exchange must meet the same New Products Only requirements that apply to returns.

Eligible exchanges may include:

  • Different size;

  • Different color;

  • Eligible replacement product.

Exchange availability depends on current inventory.

If the requested replacement product is unavailable, our Customer Support team may assist with another available option or an eligible refund.

Restocking Fee

MASSUAE does not charge a restocking fee for approved eligible returns.

Restocking Fee: $0

No restocking fee will be deducted from an eligible approved refund.

Return Address

Please contact our Customer Support team before mailing any return.

The business address listed in this policy is not automatically the return address.

Do not send returned products to our business address unless our Customer Support team specifically confirms that it is the authorized return location.

Returns sent to an unauthorized or incorrect address may experience delays or may not be accepted.

Return Inspection

After your returned package reaches the authorized return location, the product will be inspected.

The inspection may include verification of:

  • Product condition;

  • Original tags;

  • Original packaging where applicable;

  • Included accessories or components;

  • Hygiene protection where applicable;

  • Signs of wear;

  • Makeup or cosmetic marks;

  • Stains;

  • Odors;

  • Washing;

  • Alterations;

  • Damage after delivery.

We will notify you regarding the status of your return after the inspection has been completed.

Refunds

If your return is approved, your refund will be issued to the:

Original Payment Method

Approved refunds will be processed within:

3 Business Days

The refund processing period begins after the returned product has been received, inspected, and approved.

After MASSUAE submits the refund, your bank, credit card issuer, PayPal, Shop Pay, digital wallet provider, or other payment provider may require additional time for the funds to appear in your account.

Any additional posting time is determined by the applicable financial institution or payment provider.

Refund Amount

Approved refunds generally include the amount paid for the eligible returned product.

Return shipping costs paid by the customer are generally non-refundable.

MASSUAE does not charge a restocking fee.

Restocking Fee: $0

Refund to Original Payment Method

Approved refunds are generally returned to the original payment method used during checkout.

We generally cannot redirect an approved refund to another:

  • Credit card;

  • Debit card;

  • Bank account;

  • Digital wallet;

  • Payment account;

  • Individual.

If the original payment method is no longer available, the applicable payment provider's procedures may apply.

Order Cancellation

If you need to cancel an order, please contact our Customer Support team as soon as possible.

We will make reasonable efforts to assist before the order enters processing, packing, or shipment.

Once an order has entered processing or has been shipped, cancellation cannot be guaranteed.

If an order has already shipped, eligible products may be returned after delivery according to this Return & Refund Policy.

Return Package Responsibility

Please package returned products securely to help prevent damage during transit.

Because the return label is the customer's responsibility, customers should retain their return tracking information and shipping receipt until the return has been completed.

Customers are responsible for the return shipment until it reaches the authorized return location.

Contact Us

If you have questions regarding a return, exchange, refund, damaged product, defective product, or an existing order, please contact us:

MASSUAE

Phone:
+1 571-800-4133

Email:
info@massuae.com

Business Address:
1008 Kimberly Pl
Great Falls, VA 22066
United States

Please contact our Customer Support team before mailing any return.

Do not send returned products to the business address above unless our team specifically confirms that it is the authorized return location.

Thank you for choosing MASSUAE.