Refund policy

1. Customer Satisfaction: At MASHQ, we prioritise your happiness with our products. If you're not happy, please fill out our return form.
2. 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.
3. Return Costs: Clients are responsible for all return costs. We will provide specific return instructions.
4. Refund Process: Refunds are issued through the original payment method within 10 working days.
5. Non-Returnable Items: Wall art, furniture, customised, pre-ordered, and clearance items are not eligible for return or exchange.
6. 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.
7. 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.
8. Damage from Misuse: We do not refund or exchange items damaged by client mishandling. Our handcrafted items require specific care instructions.
9. Exchanges: We do not offer direct exchanges. Return the item and place a new order for the replacement.
10. International Delivery (Outside the UAE): Orders shipped outside the UAE travel by Worldwide Express at a flat AED 250 per order, shown at checkout and delivered within 8 days of dispatch. International delivery fees are non-refundable. Any customs duties, import taxes, or other charges imposed by the destination country are the customer's responsibility and are not included in the order value or the delivery fee.