Returns & refund policy

Customers may request a return within 7 days of receiving their order, subject to the conditions in this policy.

Return requests submitted after this period may not be accepted.

To be eligible for a return, an item must generally:

• Be unused and unworn.
• Be in its original condition.
• Have all original tags, labels and packaging where applicable.
• Not have been damaged, washed, altered or otherwise modified by the customer.
• Be accompanied by proof of purchase or the relevant order number.

Certain products may not be eligible for return for hygiene, safety or other legitimate business reasons. Any such restrictions will be communicated on the relevant product page where applicable.

If you receive an item that is damaged, defective or different from the item you ordered, contact us as soon as possible.

Please provide:

• Your order number.
• A description of the issue.
• Clear photographs of the item.
• Clear photographs of the packaging where relevant.

We will review the issue and determine the appropriate resolution.

If you change your mind after purchasing an item, a return may be accepted subject to the return conditions above.

The customer may be responsible for return delivery costs unless the item was incorrect, defective or damaged before delivery.

Where stock is available, we may offer an exchange for an eligible returned item.

If the requested replacement is unavailable, we may offer another appropriate resolution.

Once an approved return has been received and inspected, we will notify you whether the return has been accepted.

If a refund is approved, the refund will be processed using the applicable payment method or another agreed method.

The time it takes for the refund to reflect may depend on the payment provider or financial institution.

Original delivery charges may not be refundable where the customer is returning an item because of a change of mind.

Where an item was incorrectly supplied, defective or damaged before delivery, Masta Palace will assess the situation and determine the appropriate treatment of delivery costs.

A return may be rejected where an item:

• Has been worn or used.
• Has been washed.
• Has been damaged after delivery by the customer.
• Has been altered or modified.
• Is missing its original tags or packaging where those are required.
• Is returned after the applicable return period.
• Does not meet the other return conditions communicated for that product.

Masta Palace reserves the right to investigate unusual, repeated or potentially fraudulent return requests.

Where there is evidence of misuse of the return process, we may decline a return request to the extent permitted by applicable law.