Return Policy

Last updated: November 2026

We want you to love your Masaverse order. If something is not right, here is how returns and refunds work.

1. Return window

You have 10 days from the day your order is delivered to request a return. Sale and promotional items (including 11.11 and BFCM deals) are final sale and cannot be returned, unless they arrive damaged, defective or incorrect (see section 4).

2. Return conditions

To qualify, the item must be unused, in the same condition you received it, and in its original packaging (including display boxes and blister cards, where applicable). Please keep all accessories, batteries and manuals with the item.

3. How to start a return

Email hello@masaverse.com with your order number and the reason for the return. If approved, we will send you a return label and instructions. Please do not send items back before we confirm, as returns sent without approval may not be accepted.

4. Damaged, defective or wrong items

If your item arrives damaged, defective or not what you ordered, contact us immediately at hello@masaverse.com and include clear photos of the item and the packaging. We will arrange a replacement or refund.

5. Items that cannot be returned

• Sale and promotional items (including 11.11 and BFCM deals), unless damaged, defective or incorrect.
• Pre-Orders (Orders cannot be cancelled or returned)
• Gift cards.
• Custom or personalized items.
• Perishable items.
• Personal care items and hazardous materials.
• Items that have been used, damaged by the customer, or returned without approval.

6. Exchanges

The fastest way to exchange an item is to return the original and place a new order for the item you want.

7. Refunds

Once we receive and inspect your return, we will email you to confirm. Approved refunds go back to your original payment method within 10 business days. If you have not received your refund after 15 business days, please contact us at hello@masaverse.com. Original shipping costs are non-refundable unless the item arrived damaged, defective or incorrect.

8. Return shipping

For change-of-mind returns, return shipping is paid by the customer unless we say otherwise. For damaged, defective or incorrect items, we cover the return shipping.

Contact

hello@masaverse.com