Refund policy

Returns
Our policy is the following: when ordering a product from the website, we dont offer refunds, because our products is not made until the orders are placed by the customer. We are trying to avoid waste of materials and keeping the brand as sustainable as  possible. When buying a product the customer accept that the 2 weeks regret policy does not apply.

Complaints/refunds:

If the customer finds flaws on the product when delivered from Masoré, The customer needs to contact Masoré asap. It is the customers responsibility to prove and show where the defect is. If the customer contacts Masoré within 2 months after the defect is discovered the complaint will be timely.

Please note that in most cases the customer can only complain over defects within 2 years after receiving the product. This means that the customer can have their product repaired, switched, money back or discount in price, all depended on the specific situation.

For products with limited durability, the customers complaint period is shortened, by the guarantee that Masoré has informed you about. It is of course a demand that the complaint is justified, which means that the defect is not occurred from incorrect use or other injury-causing behavior.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund, Please note that the product has to be shipped back in the same package as you received the product in.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at contact@masore.com.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at contact@masore.com and send your item to: Borgbygård alle 23, 2770 Kastrup, Danmark.

Shipping
To return your product, you should mail your product to: Borgbygård alle 23, 2770 Kastrup, Danmark

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.


If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.