RETURNS, EXCHANGES & REFUNDS
We want you to be 100% satisfied every time you shop with us, so we keep our returns policy simple.
Purchases can be returned or exchanged by contacting us within 14 days of the date you receive your package...all you have to do is:
Email us at firstname.lastname@example.org with your order number and name
We will email you a Returns Form to complete and advise you on how to arrange the return delivery
Returns / exchanges to be sent to: MASSBRANDED, 6/F Unit AB, 265 Hennessy Road, Chong Hing Building, Wanchai, Hong Kong
Please note, we can only exchange a product or issue a refund once we have received the returned item/s at the above listed office address (ie no early refunds or exchanges) and returns, exchanges and refunds subject to the 'Conditions' listed below:
All items must be returned to us in their original, pristine condition and we reserves the right to refuse a refund or exchange if the goods returned are damaged, worn, washed or tampered with.
We're happy to offer exchanges if you want to replace your items for a different size or colour. Exchanges, however, are subject to availability.
3) FAULTY OR DAMAGED ITEMS
Faulty items are classified as faulty if they are received damaged, or where a manufacturing fault occurs. Please note that damage as a result of wear and tear are not considered to be faulty. Where possible, we will repair or exchange faulty items. Please be aware that we can only replace it for the same product in the same size, subject to availability. You will receive a full refund if the item can’t be replaced or repaired, which includes the original shipping cost and the return shipping cost.
4) SALES ITEMS
Sale items are non-refundable - sorry!
5) NON REFUNDABLE ITEMS
Accessories, underwear, bags, hat cannot be refunded.
Please note, for exchanges or returns:
- Outwards Shipping Costs: Original shipping charges are non-refundable
- Return Shipping Costs: We do not have a 'Free Returns' policy, as such return shipping charges are at the sender's expense and are not refundable
Also, we are unable to organise shipping labels or package collections on your behalf and it is up to you to organise the return shipment via the delivery service or post office of your choice. If you are returning an item due to an error on our behalf, we are happy to refund all costs associated in returning the item back to us, as well as your original postage costs.
PROOF OF POSTAGE
Remember to ask your Post Office / carrier for 'Proof of Postage' as we cannot issue refunds, exchanges or returns for items that are lost in the mail.
You may cancel your order free of charge by contacting us within 2 days of placing it. Once confirmed by our team, we will refund the total value of your order, including the costs of delivery (except for any supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us), but excluding Tax and Duty. We will only refund return shipping costs in the instance of incorrect, damaged or faulty items. For all other returns, you will be responsible to the cost of returning the item(s) to us. We adhere to all distant selling regulations
ASSISTANCE , QUESTIONS oORCOMPLAINTS
Any questions or complaints can be emailed to MASSBRANDED at email@example.com. We will do our best to get back to you within 24 hours and if we need to investigate your query further, we will let you know.