Refund policy
Returns
We understand that things may not work out with your order. In these unusual instances, we offer a refund on unused, unwashed, unworn defective items that you receive from our store. Our policy lasts 30 days. If 30 days have gone by since your purchase delivery, unfortunately, we can’t offer you a full refund or exchange.
To be eligible for a return, your item must be unused, unwashed, and in the same condition that you received it. It must also be in the original packaging with the original tags and packing materials.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted (if applicable)
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
- Any item not in its original condition, is damaged, or missing parts for reasons not due to our error
Refunds (if applicable)
To return your product, you should contact us at: https://massqu.returnscenter.com/ to find your order and complete the return form. Once approved, you will be provided with further instructions on how to complete your return.
We will notify you of the approval or rejection of your refund. Once approved and after your return is received and inspected, we will send you an email to notify you that we have received your returned item. A refund will be issued after the original product is received by us in the condition stated in your return request. Your refund will be processed and a credit will be applied to your credit card or original method of payment.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account or contact your credit card company as it may take some time before your refund is officially posted. There is often some processing time before a refund is posted. If you’ve done this and you still have not received your refund, please contact us.
If there are any issues regarding this process, email us at info@mass-qu.com and put "Refund Status" and your order number in the subject line of your email.
Sale items (if applicable)
Sale items may be returned within 30 days of delivery in accordance with our Returns policy.
Exchanges (if applicable)
We will replace items if they are defective or damaged upon delivery. If you need to exchange an item received due to ordering the wrong size, wrong color, or wrong variant (version) of the same product, you may also do so. Please contact us at: https://massqu.returnscenter.com/ in order to locate your order and complete the online exchange form. You will be provided with further instructions on how to complete your exchange. Exchanges will receive a store credit which will be applied to the replacement product order. Shipping of your replacement product to you is free.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he or she will be made aware of your return.
Shipping
You will be responsible for paying for your own shipping costs for returning your item in accordance with our Returns policy. Shipping costs are non-refundable. However, if you receive a Refund Credit for an exchange, the cost of return shipping will be covered by us.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over $25, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Modify or Cancel an Unfulfillled Order
In some cases, you may modify or cancel your order. If you make a mistake when entering product quantities (entering too few or too many) or if you choose the wrong size or color for a particular product variant (version), you can request an Order Modification. You must contact us immediately with your revisions so we can adjust the order while it is "Unfulfilled" status. If the change results in a refund, the refund will be issued to your original payment method within 7-10 business days.
If you would like to cancel your order, you must contact us immediately at info@mass-qu.com with your order number and specific details about the reason for cancellation. If the order is still in Unfulfilled status and meets the conditions outlined above, we will process a cancellation and issue a refund to your original method of payment.
A "Fulfilled" order cannot be modified or canceled.