Return and Refund Policy

At MasTee, we are dedicated to providing high-quality products to our customers. To ensure a seamless shopping experience, we have established the following terms and conditions. Please review our policy carefully before making a purchase.

1. Damaged, Defective, or Lost Items

a. Damaged or Defective Products

If you receive a damaged or defective product, we will gladly assist you with a replacement.

  • Timeframe: Submit your replacement request within 5 days of delivery.

  • Required Proof: Unboxing videos, photos of the damaged product, and the original packaging are mandatory for processing claims.

b. Lost in Transit

For items lost during shipping:

  • A refund will be issued once the shipping status confirms the item is lost.

c. Delayed Order Delivery

If an item isn’t attempted for delivery within 20 days (via Air) or 25 days (via Surface), we can either:

  • Re-ship the product to your address, or

  • Process a refund for the order.

2. Sizing and Exchanges

a. Size Discrepancies

  • A ±0.5-inch tolerance in measurements is standard and is not eligible for returns or refunds.

  • If there are significant size discrepancies, submit product images and size measurements to help us verify with the production team.

b. Incorrect Size Ordered

  • If a customer selects an incorrect size during purchase, MasTee is not liable for refunds or replacements.

  • A new order must be placed for exchanges related to incorrect sizes chosen during checkout.

3. Other Conditions

a. Color Matching

  • We use premium DTG printers with OEKO-TEX ECO PASSPORT-certified inks. Slight color variations may occur, which are not eligible for returns.

b. Package Damage During Delivery

  • If the package appears damaged, note the damage in the courier’s delivery remarks to assist in claiming a refund.

c. Unpacking Guidelines

  • Customers should carefully unbox products. Damage caused by sharp objects during unboxing will not be eligible for refunds unless:

    • An unboxing video is provided.

    • Images of the courier packaging are sent.

4. Cancellation and Order Confirmation Policy

At MasTee, we value your trust and strive to provide a smooth shopping experience. To ensure that every order is genuine and processed efficiently, especially for Cash on Delivery (COD) orders, we have introduced a few simple steps for confirmation and cancellation.

Order Confirmation for COD Orders

To prevent fraudulent activities and unnecessary delays, we verify all COD orders before processing. Here’s how it works:

  • Via WhatsApp:
    After placing a COD order, you’ll receive a WhatsApp message with two options:

    • Reply with “Confirm my order” to proceed.

    • Reply with “Cancel my order” if you wish to cancel.
      You’ll have 1 hour to respond. If we don’t hear from you within this timeframe, your COD order will be automatically canceled.

  • Via Text Message:
    In addition to WhatsApp, we’ll send a text message with a link to validate your COD order. Click on the link to confirm your order within 1 hour to ensure it gets processed.

Cancellation Policy

We understand that plans can change, so we’ve made cancellations quick and easy:

  • For COD Orders:

    • You can cancel your COD order by replying to the WhatsApp confirmation message with “Cancel my order” within 1 hour.

    • Beyond this, you’ll have an additional 4 hours (a total of 5 hours from placing the order) to request cancellation by sending a WhatsApp message or emailing us at support@masteezone.com.

  • For Prepaid Orders:

    • Cancel prepaid orders within 5 hours by messaging us on WhatsApp with “Cancel my order”or emailing us at support@masteezone.com.

Refund Process for Prepaid Orders

If you cancel a prepaid order within the allowed timeframe:

  • A full refund will be initiated immediately.

  • The refunded amount will reflect in your account within 7-10 business days.

Why This Process?

We’ve introduced these steps to maintain fairness and minimize COD frauds, which can lead to delays and losses. By confirming orders promptly, we ensure that your shopping experience remains smooth and seamless, and genuine customers like you receive the best service.

5. Key Notes

  • Incorrect Size Orders: No refunds or replacements for incorrect size selection.

  • Unboxing Videos: Always record unboxing to serve as proof for damage claims.

  • Timeframe: Requests beyond 5 days of delivery will not be entertained without reprinting charges.

By purchasing from MasTee, you agree to our refund and return policy. Thank you for choosing us!

For any questions, feel free to contact us at support@masteezone.com