Refund policy

At Masaab Store, your satisfaction is our priority. If you are not completely happy with your purchase, we are here to help. You have 30 days from the date of delivery to request a return.

Return Eligibility

To be eligible for a return, your item must be unused, unworn, unwashed and in the same condition you received it, with all tags, accessories and original packaging. You will also need your order number or proof of purchase.

Non-Returnable and Non-Refundable Items

• Opened or used cosmetics, lip products, skincare and fragrance. For hygiene and safety reasons these cannot be returned once the seal is broken or the product has been used. Unopened, sealed cosmetics can be returned within the 30-day window.
• Pierced jewellery and any item worn against the skin, once used.
• Items marked Final Sale or Clearance at the time of purchase.
• Gift cards and digital products.
• Custom, personalised or made-to-order items.
• Products damaged by misuse, improper assembly, or failure to follow care instructions.
• Items returned more than 30 days after delivery.

Damaged, defective, or incorrect items are always covered, regardless of the categories above — including opened cosmetics.

How to Start a Return

1. Email info@masaabllc.com with your order number and the reason for your return.
2. Attach photos if the item arrived damaged, defective or incorrect.
3. We reply within 1 business day with a Return Authorization (RA) number and return instructions.
4. Ship the item back within 7 days of receiving your RA number, with the RA number marked on the package.

Returns sent without an RA number cannot be processed.

Return Shipping Costs

We provide free return shipping. Once your return is approved we will send you a prepaid return label — you do not pay to send an item back, whether it is a change of mind or our error. Original shipping charges, if any were paid, are non-refundable unless the return is our error.

Refunds

Returns are inspected within 2–3 business days of arrival. Approved refunds are issued to your original payment method, and your bank typically posts the credit within 5–10 business days. We will email you when your refund has been issued.

Exchanges

The fastest way to exchange an item is to return the original for a refund and place a new order. If you would prefer a direct exchange, email us and we will arrange it where stock allows.

Order Cancellations

Orders can be cancelled for a full refund at any time before they are dispatched. Email info@masaabllc.com as soon as possible with your order number. Once an order has shipped it must be handled as a return.

Late or Missing Refunds

If you have not received a refund you were told was issued, check your bank account again, then contact your card issuer — posting times vary. If it still has not appeared after 10 business days, contact us and we will investigate.

Questions

Email info@masaabllc.com or call +1 302-579-7329, Monday to Friday, 9:00 AM to 5:00 PM ET, excluding US federal holidays.