Política de reembolso

RETURN AND REFUND POLICY

At MASIA SHOP USA we strive to ensure your complete satisfaction with every purchase. If you are not entirely happy with your order, we offer a straightforward return and refund process under the following conditions:

1. RETURN PERIOD

  • 7-Day Return Window: You have 7 days from the date of receiving your item to request a return.

  • Exceptions: Custom-made or personalized items, perishable goods, and certain hazardous materials are not eligible for return. Please contact us if you have questions about a specific product.

2. CONDITIONS FOR RETURN

  • Unused and Unopened: The item must be in its original condition, unused, unopened, and with all tags and packaging intact.

  • Proof of Purchase: A receipt or proof of purchase is required for all returns.

  • Damaged or Defective Items: If your item arrives damaged, defective, or incorrect, please contact us immediately at info@masia.us.com for assistance.

3. HOW TO INITIATE A RETURN

  • Contact Us: To start a return, email us at info@masia.us.com with the following details:

    • Your order number.

    • The product name and reason for return.

    • Photos of the item in its current condition.

  • Return Authorization: Once your request is reviewed, we will provide a Return Authorization Number and instructions for sending the item back.

4. RETURN SHIPPING

  • Return Label: If your return is approved, we will send you a prepaid return shipping label and instructions on where to send the package.

  • Customer Responsibility: Returns sent without prior authorization or without using the provided return label will not be accepted.

5. NON-RETURNABLE ITEMS

  • Custom or Personalized Items: These cannot be returned unless they are defective or incorrect.

  • Perishable Goods: Items such as food, flowers, or plants are not eligible for return.

  • Hazardous Materials: Flammable liquids, gases, or other hazardous materials cannot be returned.

  • Sale Items: Items purchased during a sale or promotion are final and cannot be returned.

6. REFUNDS

  • Inspection Process: Once we receive your return, we will inspect the item to ensure it meets our return conditions. This process may take up to 5 business days.

  • Approved Refunds: If your return is approved, we will process your refund within 10 business days. The refund will be issued to your original payment method.

  • Bank Processing Time: Please note that your bank or credit card issuer may take additional time to process and post the refund to your account.

  • Delayed Refunds: If you haven’t received your refund after 15 business days, please contact us at info@masia.us.com.

7. EXCHANGES

  • Faster Option: The quickest way to get a replacement is to return the original item and place a new order once the return is approved.

  • Defective or Incorrect Items: If you received a defective or incorrect item, we will cover the shipping costs for the replacement.

8. EUROPEAN UNION 14-DAY COOLING-OFF PERIOD

If your order was shipped within the European Union, you have the right to cancel or return your order within 14 days for any reason, without justification. The item must be in its original condition, unused, and with all tags and packaging intact. Proof of purchase is required.

9. CONTACT US

For any questions or assistance regarding returns, please contact us at:

  • Email: sales@masia.us.com

  • Business Hours: Monday to Friday, 8:00 a.m. to 5:00 p.m. (EST)

IMPORTANT NOTES

  • This return policy is designed to ensure a fair and transparent process for our customers while protecting the interests of MASIA SHOP USA.

  • We reserve the right to update or modify this policy at any time. Any changes will be communicated through our website.