Refund policy
Returns & Refund Policy – Masair
We want you to love your Masair pieces! If something isn't right, here's how we can help.
Return Window
You have 30 days after receiving your item to request a return.
Returns Eligibility
To be eligible for a return, your item must be unused, unworn, and in its original packaging with tags attached, and accompanied by your receipt or proof of purchase.
Personalized or custom items (e.g. name jewellery, custom phone cases) are non-refundable unless damaged or incorrect.
How to Request a Return
Email us at masair25@outlook.com with:
- Your order number
- Reason for return
- A photo (if the item is damaged or defective)
We'll respond within 1–2 business days with return instructions. Please do not send items back without first requesting a return. Unrequested returns will not be accepted.
Damages and Issues
Please inspect your order upon arrival and contact us immediately if your item is defective, damaged, or incorrect so we can make it right. Damaged or wrong items will be replaced at no extra cost. Please notify us within 3 days of delivery with a photo.
Exceptions / Non-Returnable Items
The following items cannot be returned:
- Perishable goods (food, flowers, plants)
- Custom or personalized products
- Personal care goods (beauty products)
- Hazardous materials, flammable liquids, or gases
- Sale items and gift cards
Exchanges
Need a different size or design? Let us know. If eligible, we'll arrange an exchange or offer store credit. The fastest way to get what you want is to return the original item and, once accepted, place a new order.
European Union – 14-Day Cooling-Off Period
If your order is being shipped into the European Union, you have the right to cancel or return it within 14 days for any reason, without justification. Your item must be unused, unworn, in original packaging with tags, and accompanied by proof of purchase.
Refunds
Once we receive and inspect your return, we'll notify you of the approval status and process your refund within 5–7 business days to your original payment method. Please allow additional time for your bank or credit card company to post the refund. If more than 15 business days have passed since approval, contact us at masair25@outlook.com.
Shipping Costs
Return shipping costs are the customer's responsibility.