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 to destinations outside the UAE are subject to international delivery fees. These fees are calculated based on the delivery location and will be shared with you and added to the order total on an "as-is" basis (i.e., passed through at the applicable courier/carrier rate, with no markup). 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.