Refund policy

Return Window

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Eligibility Criteria

To be eligible for a return:

  • Items must be unused, unwashed, and in original condition
  • All tags must be attached and original packaging intact
  • A valid order number or receipt must be provided

To start a return, please contact us at support@masira.co.uk

If your return is accepted, we’ll send you a return form, as well as instructions on how and where to send your package to. Items sent back to us without first requesting a return will not be accepted.

Please note that all returns must be mailed via tracked shipping (with valid tracking number) to the return address provided along with the return form by our customer support, 

Please contact us for any return questions at support@masira.co.uk

Damages and Issues

Please inspect your order upon reception and contact us within 48 hours after delivery if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right. We will cover the cost if the item was damaged during transit.

Exceptions / Non-Returnable Items

We cannot accept returns for:

  • Custom or personalised products (such as special orders or personalized items)
  • Damaged products due to customer misuse or mishandling.
  • Fragrances
  • Gift cards and digital downloads
  • Hygiene items (e.g. skincare, cosmetics, grooming products, sanitary items or any items where hygiene seals have been broken, unless faulty.)
  • Perishable goods (e.g. food, plants, flowers)

Please get in touch if you have questions or concerns about your specific item.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we’ve approved your return, please contact us at support@masira.co.uk

Return Costs

Customers are responsible for covering the shipping costs for returning any item. We do not provide prepaid return labels. Any return shipping fees incurred will not be reimbursed.

Restocking Fees

We do not charge any restocking fees for returned items.

Contact

Should you have any questions about this Refund Policy, please contact us.