Return and Refund Policy
At Mashaaq, we take great pride in the craftsmanship and quality of our wooden products. We understand that sometimes returns or exchanges are necessary, whether due to product defects, damage during transit, or a change of mind. To ensure a fair and smooth process for our customers, we’ve established the following Return and Refund Policy.
1. Eligibility for Returns
Mashaaq offers a 5-day return window from the date of delivery. To be eligible for a return, the following conditions must be met:
The item must be unused, in its original packaging, and in the same condition as received.
Returns for damaged or defective items must be accompanied by an unboxing video clearly showing the damage or defect.
Items returned due to a change of mind must also meet the above requirements, but the customer will bear the delivery fees for returning the product.
2. Unboxing Video Requirement
To maintain transparency and fairness, we require an unboxing video as proof for returns related to damaged or defective items. This video must clearly show the unopened package, the opening process, and the product’s condition upon unboxing.
Why We Require an Unboxing Video:
It helps establish whether the damage occurred during transit or due to other factors.
It ensures accountability on both ends, protecting customers and our business from potential disputes.
3. Return Process
If you wish to return an item, follow these steps:
- Notify Us: Contact our customer support team at [insert email/phone] within 5 days of receiving the item. Provide your order number, a brief description of the issue, and the unboxing video (if applicable).
- Approval: Our team will review your request and provide further instructions within 2 business days.
- Return the Item: For approved returns, securely package the item and send it to the address provided by our support team. Customers returning items due to a change of mind are responsible for the return shipping costs.
- Resolution: Once we receive and inspect the item, we will process your refund, replacement, or exchange based on your preference and eligibility.
4. Refunds
Refunds are available only for items that are defective or damaged during delivery. Refunds will not be issued for change-of-mind returns. The refund process is as follows:
Refunds will be initiated within 7 business days after verifying the returned item.
Refunds will be issued to the original payment method or as store credit, depending on the customer’s choice.
5. Replacements and Exchanges
Defective or Damaged Items: Customers can choose a replacement for the same item, subject to availability. If the same item is unavailable, we will offer an exchange for another product of equal value.
Change of Mind: For change-of-mind returns, customers can exchange the item for another product of equal value. Any price difference for higher-value products must be paid by the customer.
6. Change of Mind Returns
We strive to provide a hassle-free shopping experience and accept returns for change of mind. However, the following conditions apply:
Customers must bear the return shipping costs.
Refunds are not provided for change-of-mind cases; only exchanges are allowed.
The item must be returned in its original condition, unused, and with all original packaging.
7. Items Not Eligible for Returns
The following items are not eligible for returns:
Products that have been used, damaged, or altered after delivery.
Items returned without an unboxing video for damage claims.
Custom or personalized products unless they arrive defective or damaged.
8. Shipping Costs for Returns
For returns due to defects or damages caused by Mashaaq or during transit, we cover the return shipping costs.
For change-of-mind returns, customers are responsible for all return shipping fees.
9. Timeframe for Processing Returns
Approval of Return Requests: Within 2 business days of receiving the request.
Inspection of Returned Items: Within 3 business days of receiving the returned product.
Processing Refunds/Replacements: Within 7 business days after inspection.
10. Disputes and Special Cases
If a customer is dissatisfied with the outcome of their return request, they can escalate the matter to our customer support team. We aim to resolve all disputes fairly and promptly.
11. Additional Information
Mashaaq records every item before packaging to ensure quality control.
Customers are advised to inspect their packages upon delivery and report any issues immediately.
Please note that refunds, replacements, or exchanges will not be processed if the return request or unboxing video is submitted after the 5-day return window.
12. Contact Us
If you have questions or need assistance with your return, please contact Mashaaq’s customer support team:
Email: [insert email address]
Phone: [insert phone number]
Thank you for choosing Mashaaq. We are dedicated to ensuring your satisfaction with our handcrafted wooden products and look forward to serving you again.
