Return, Refund, and Exchanges

Order Cancellation & Changes

If you need to cancel your order or make changes to your delivery information or order details, please contact us as soon as possible at support@masuhome.com. Please note that any order successfully canceled will be subject to a 5% cancellation fee based on the value of the canceled items. This amount will be deducted from the refund to offset the credit card and payment processing fees incurred when the order was placed.

Cancellation requests are subject to the actual fulfillment status of the order at the time the request is received. Once an order has entered warehouse processing, been prepared for shipment, dispatched, or handed over to our logistics partner, it can no longer be canceled or modified.

Please note that tracking information may not always be available immediately. In some cases, an order may already be processing or in transit before a tracking number has been uploaded to your account or provided by email. MASU will confirm whether a cancellation or change is still possible based on the latest status provided by our warehouse and logistics partners.

Submitting a cancellation request does not guarantee cancellation. A cancellation is only confirmed once written confirmation has been provided by MASU.

If your order can no longer be canceled, we kindly ask that you wait for it to arrive and follow our return procedure below.

Purchases of MASU Digital Gift Cards are final and cannot be canceled or refunded. Please refer to the Digital Gift Cards section below for further details.

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 provides tracking. Returns or exchanges without tracking will not be processed.

Please note: Do not send your return to the address shown on your package. This is not our return address and may affect the processing of your return.

Non-Refundable Items

Items that were worn or sent to you as a replacement or exchange cannot be returned again.

Return & Exchange Process

Step 1: Initiate your return or exchange

Email us at support@masuhome.com and let us know your order number. Our customer service representatives will determine eligibility for refunds and exchanges. If approved, return or exchange authorization and further instructions will be provided.

Step 2: Ship the product back

Once our customer service team has approved your request and provided the return or exchange address, please initiate the return or exchange within 3 working days by following our instructions. We recommend using a shipping method that provides tracking information and a signature so delivery can be confirmed. If an item is shipped without tracking, the customer will be responsible if the package is lost by the carrier, and no refund will be issued.

Step 3: Refund or exchange

Once we receive your return, we will inspect the item within 3–5 working days and then issue a refund or provide a replacement for an approved exchange.

Refunds

Approved refunds will be issued to the original method of payment within 3–5 business days after the returned item has been received, inspected, and approved.

Please note: Although you may have received free or discounted shipping, MASU incurs shipping costs for every order. Original shipping costs are therefore non-refundable.

Refund Policy for Undeliverable Packages

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

A package may be deemed undeliverable for reasons including an incorrect shipping address, unsuccessful delivery attempts, or refusal to accept the package. Customers are responsible for ensuring that their shipping information is accurate and that the package can be received during delivery attempts.

If a package is returned to us as undeliverable, we will contact the customer with further information and instructions for reshipment. The customer may choose to pay the applicable shipping fee to have the package resent.

Digital Gift Cards

Any refundable amount originally paid using a MASU Digital Gift Card will be credited back to the same gift card, provided the items qualify for a return under this policy. If you no longer have access to the original digital gift card, please contact us at support@masuhome.com for assistance.

Purchases of MASU Digital Gift Cards are final and cannot be canceled, returned, exchanged, or refunded, whether used or unused. This restriction applies only to the digital gift card itself. If an order includes both a digital gift card and physical products, eligible physical products remain subject to the cancellation, return, and exchange terms stated above.