Return, Refund & Exchanges

7-Day Return & Exchange Policy

We want you to feel comfortable and confident when shopping at MASU, that’s why we offer a 7-day return & exchange policy. If for any reason you're not satisfied with your purchase, you may return or exchange the unused item in its original condition as long as you contact us within 7 days from the delivery date.

 Return & Exchange Conditions

  • Items returned without authorization will not be accepted.
  • The time frame for return & exchange must not exceed 7 days from when the original order was received.
  • All items must be returned in their original condition, without scratches or signs of wear, and must not be resized or altered in any way.
  • When returning or exchanging items, customers must use a shipping method that has tracking on it. Returns or exchanges with no tracking will not be processed.

Please Note: Please do not send your return to the address on your package. That is not our return address and will affect the processing of your return.

Non-Refundable Items

  • Items that were worn, or sent to you as Replacement/Exchange cannot be returned again.

Return/Exchange Process

  • Step 1 : Initiate your return/exchange

    E-mail us at support@masuhome.com and let us know your order number. Our customer service representatives determine eligibility for refunds and exchanges and then a “Return & Exchange” authorization will be sent to you.

  • Step 2 : Ship product back

    Once our customer service has approved your request and provided our return/exchange address to you, please initiate the return/exchange within 3 working days by following our instructions. It's better to use the shipping method providing tracking information as well as a signature, so delivery can be confirmed. If the item to be returned/exchanged is shipped without a tracking number, the customer will be liable once the item is lost by the carrier and no refund will be issued.

  • Step 3 : Refund or exchange

    When we receive your return, we will inspect the item in 3-5 working days and then provide a replacement for an exchange or issue a refund.

Refunds

A refund will be provided to the original method of payment within 3-5 business days after we have received, inspected and confirmed.
Please Note: Although you may have enjoyed free or undervalued shipping, we do incur the original cost of shipping for every order. Therefore, we do not refund our original shipping cost.

Refund Policy for Undeliverable Packages

If a package is deemed undeliverable by the shipping carrier and is returned to the sender, the customer will be responsible for paying the shipping fee to have the package reshipped. We do not offer cancellation or refunds for undeliverable packages.

Undeliverable packages may occur due to reasons such as an incorrect shipping address, failed delivery attempts, or refusal to accept the package. It is the responsibility of the customer to ensure that the shipping address is accurate and that someone is available to receive the package during the delivery attempts.

If a package is returned to us as undeliverable, we will contact the customer to inform them of the situation and provide instructions for reshipping the package. The customer will have the option to pay the shipping fee for reshipment.