Refund Policy

At Masfaa, we take great pride in the craftsmanship and care behind every jewellery piece we create. Each order is packed and shipped after strict quality checks. In the rare event that something reaches you damaged, we’re here to help.

Please read our policy before placing an order.

1. Eligibility for Returns

We accept returns only for items that arrive damaged or defective. To qualify:

·         The product must have been purchased directly from Masfaa.

·         Any issue must be reported within 48 hours of delivery.

·         A clear, continuous unboxing video is required to verify the damage.

·         Items must be unused, with all tags, pouches, cards, and original packaging intact.

·         Items bought as combos, bundles, or special sets cannot be returned.

2. How to Raise a Return Request

If your item arrives damaged, please follow these steps:

1.      Email us at support@masfaa.com within 48 hours.

2.      Include your order ID, details of the issue, and the unboxing video showing the damage clearly.

3.      Our team will review your request and may ask for additional clarification if required.

3. Verification Process

Once we receive your request, our team will examine the evidence provided.
The approval of a return depends on:

·         clarity of the unboxing video

·         visibility of the damage

·         confirmation that the item is unused and in original condition

Requests without a proper unboxing video cannot be processed.

4. Refund Options

If your return is approved:

·         Refunds are issued via the same payment method used at checkout.

·         The refund will include the product value (taxes included) but exclude shipping charges.

·         Please allow up to 7 business days for the refund to reflect, depending on your payment provider.

You may also opt for a credit note, valid for 30 days, which can be used on any future purchase.

5. Returning the Product

If your return is accepted, you will receive return instructions.
Customers are responsible for sending the product back using a trackable courier service.
We recommend keeping the shipping proof until your refund is processed.

6. Replacements

If the damaged item is still available, we may offer a replacement instead of a refund.
You can choose whichever option suits you best.

7. Items Not Eligible for Return

We cannot accept returns for:

·         Change of mind

·         Ordering the wrong item or colour

·         Dissatisfaction with style or design

·         Products without an unboxing video

·         Used, worn, or altered items

·         Combo/bundle purchases

8. Sale & Discounted Products

All sale, discounted, and clearance items are considered final sale.
They cannot be returned, exchanged, or refunded under any circumstances.