Refund policy

Last updated: October 30, 2026

Damaged, defective, wrong or missing items

If your order arrives damaged or defective, you receive the wrong item, or an item is missing, contact us within 30 days of delivery at info@masa-home.store. Please include:

your order number;
clear photos or a short video showing the problem (and the packaging, if it was damaged in transit);
a short description of what happened.

We review every claim and its evidence, usually within 2 business days. Once the damage or problem is verified, we'll send a free replacement or issue a full refund for the affected item, subject to availability. You won't need to send the item back. If we need more information to verify the issue, we'll ask before making a decision. Claims that can't be supported by evidence may be declined.

Returns for other reasons

Changed your mind? You can request a return within 30 days of receiving your item, as long as it is unused, in the same condition you received it, and in its original packaging, with proof of purchase.

To start a return, email info@masa-home.store with your order number. Once your return is approved, we'll email you the return address and instructions. Items sent back without an approved return request can't be accepted. Return shipping costs for change-of-mind returns are paid by the customer and are not refunded.

Items that can't be returned

For hygiene reasons, we can't accept returns of personal-care items such as diapers, belly bands, washable pads, grooming tools or bowls once they have been used. Gift cards are non-refundable. This doesn't affect your rights for damaged, defective or wrong items.

Exchanges

The fastest way to get a different size or item is to return the original (once approved) and place a new order.

Refunds

We'll email you once your claim or return has been reviewed. Approved refunds go back to your original payment method within 10 business days. Your bank or card company may take a few extra days to post it. If more than 15 business days have passed since approval, please contact us.