Return Policy

Customer Satisfaction: At MASHQ, we prioritise your happiness with our products. If you're not happy, please fill out our return form.

Order Cancellation and Returns: If your order has been processed, it will be treated as a return. We accept returns for items in their original condition and packaging within 14 days of delivery. Upon inspection, you'll be eligible for a refund or store credit, excluding shipping costs and credit card fees.

Return Costs: Clients are responsible for all costs of returning an item. We will provide specific return instructions.

Refund Process: Refunds are issued through the original payment method within 10 working days.

Non-Returnable Items: Wall art, furniture, customised, pre-order, and clearance items are not eligible for return or exchange.

Damaged Items in Shipping: Report damaged items within 24 hours of receipt with photographic evidence. We'll review and send a replacement or provide a refund if the item is out of stock.

Wrongly Delivered Items: Report incorrect items within 24 hours with photographic evidence. We'll send the correct items and provide return instructions for the incorrect ones. Out-of-stock items will be refunded or replaced with an available item.

Damage by Misuse: We do not refund or exchange items damaged due to client mishandling. Our handcrafted items require specific care instructions.

Exchanges: We do not offer direct exchanges. Return the item and place a new order for the replacement.