Returns & Refund Policy - Masanc

Returns & Refund Policy

Return Policy

Day by day, we remain committed to offering a diverse range of products built on distinctive designs developed by our in-house team—created to celebrate special moments, tell your personal stories, or become meaningful gifts for the important people in your life. We continuously train our staff and work closely with strategic fulfillment partners to deliver a professional yet highly personalized customer experience.

If for any reason you are not satisfied with your order, please contact us. We will review your case individually and do our best to resolve the issue.

Return & Resolution Process

Please reach out to our support team by clicking Here within 30 days of receiving your product. The more details you provide about the issue, the easier it will be for us to assist you. To expedite the process, kindly include:

Name on the order
Your order number
A clear and detailed description of the issue
Photos that illustrate the problem
Whether you prefer a replacement or a refund

Important Note: Please note that we are not responsible for customer-related errors such as spelling mistakes, poor-quality original images, or incorrect order details. Make sure to carefully review your order before submitting it.

Refund/Replacement Policy

Important Note: If your request is approved, you will not be required to return the received item.

1. Reasons Covered by Our FULL Refund / FREE Replacement Policy

The item received is defective, damaged, broken, or does not function properly.
The item received is different from the description or customization details.
Incorrect or mismatched size.
Missing or lost items.

2. Reasons NOT Covered by Our Refund & Replacement Policy

We are not responsible for the following cases:

Requests made after 30 days from the delivery date.
Selecting the wrong size, product, address, customization details, etc.
Damage caused by misuse, mishandling, or poor maintenance.
Items that have been washed, worn, soiled, or damaged due to customer handling.
Personal reasons such as change of mind, personal preferences, etc.
Products purchased during sale or promotional periods.

3. Refund and Replacement Service Procedure

Step 1: Contact Customer Service Here.

Step 2: Submit the refund/replacement request along with photos of the item you received and the shipping label on the package to help us assist you more effectively.

Step 3: Receive your refund or replacement after we review and approve your ticket.

4. Refund Time

If your refund is approved, the funds will be returned to the same payment method used for the purchase. Estimated processing times:

Payment Method	Estimated Processing Time
Credit Card	Up to 7 business days
PayPal	3 to 5 business days