Cancellations, Refunds & Exchange Policy
Every MASU piece is a labour of love — thoughtfully designed, handcrafted with intention, and made to last. But if something isn’t quite right, we’re here to support you.
Exchange Policy:
We invest a great deal of love and care in the making of each MASU piece. As a company policy, we do not provide refunds on any product sold. Once a MASU product is purchased, it can be exchanged for a replacement or a credit note — provided the conditions mentioned below are met.
If you are unsure about the size or if we’ve missed a spot, please write to us at masu.living@gmail.com within 7 days of receiving your order. Our customer care team will reach out within 1–2 business days and guide you through the process of return and exchange. We may request additional information or photographs to assess your return request — your cooperation is appreciated.
Exchange Disclaimer
- A product can only be exchanged once.
- Not all products are eligible for exchange. Please refer to the product description before purchasing.
- Made-to-order products are non-returnable and non-exchangeable.
- To maintain fairness to our artisans and keep our prices accessible, many items are marked as Final Sale and cannot be exchanged.
- Products purchased on sale or during discount periods are not eligible for exchange.
- Returned products must be in original condition, unworn, unwashed, with tags and packaging intact.
International Orders
- For international exchanges:
- All shipping and customs clearance charges (both ways) must be borne by the customer.
- In the rare case of a damaged product, MASU will cover return shipping costs only after written confirmation via email.
- Exchange timelines may vary depending on the destination country’s customs procedures.
Handmade Disclaimer
All our products are hand-dyed and handcrafted. Slight colour variations, weaving differences, or minor imperfections are part of the natural process — and a testament to the handmade beauty of MASU pieces. These are not considered defects.
If you have any questions, we’re always happy to help.
Write to us at masu.living@gmail.com
With gratitude,
Team MASU