Here are the reasons why you should contact the After Sales Department:
The customer has a maximum period of 14 calendar days from the day of receipt of the product to inform the After-Sales Department of their wish to cancel the purchased product. To do so, the customer must contact The Masie in one of two ways: Message from the customer's account at www.themasie.com or email to [email protected]
Withdrawal implies that The Masie will refund the amount already paid for the product, excluding return costs. The amount will be paid within a maximum period of 14 calendar days, following the same payment procedure previously chosen (except in the case of cash on delivery). The customer can choose between a refund or a voucher for a future purchase. The corresponding refund will be made when the material is received at our facilities.
IMPORTANT: In order to return a product, it is ESSENTIAL that it is in perfect condition and in its original packaging, with all its accessories and without having been used and/or assembled. You must keep the instructions as well as all the assembly accessories.
In order to verify compliance with this requirement, the customer must send images of the product received, the complete packaging and the carrier's label to the email address [email protected]
If the customer does not send the requested images, he/she assumes the demerit applied to the amount of the return in the event that the goods are damaged during transport.
Once the cancellation request has been received, the After-Sales Department will contact the customer to inform him/her of the details of the return. The cost of returning the goods shall be borne by the customer.
Both the collection of the product and its return will be managed by The Masie through our courier service.
If the order has been delivered on pallets, it is ESSENTIAL to keep the pallet until 14 days after the delivery of the order. In order to collect the product, the pallet is necessary and essential.
No product handled by the customer in case of misuse, breakage, etc. will be exchanged or reimbursed; otherwise, any warranty will be forfeited. In the event of a defective product, shipping costs will be borne by The Masie. In all other cases, these will be borne by the customer.
If the product is in good condition, but the packaging (box, plastic or wrapping) in which the product is found is not in good condition, the return will not be accepted; the same will apply in the opposite case.
If the cancellation of the order is communicated prior to the preparation of the same, the customer will be exempt from any cost.
Steps to request cancellation from the website:
1) Log in to your account and go to the "MY ORDERS" section and click on the corresponding order.
2) Check the boxes of the product to be returned, and then indicate the reason for the return or claim, as well as the solution you want (Voucher for next purchase or credit).
3) Send by email to [email protected], photographs of the product before and after packing. Remember that it is essential to keep the original packaging.
NOTE: The withdrawal period is extended until 31/01/2025 for purchases made from 28/10/2024 onwards.
In the event of receiving a product damaged during transport or if it has any type of defect, the customer has a period of 14 days from receipt of the order to make a claim through their customer account via our After-sales department and make the claim. If the damage is not reported within this period, the claim will be automatically rejected.
IMPORTANT: In the case of palletised orders, the complaint period is 24 hours from the delivery of the order.
Steps to notify a claim for breakage/damage to the order:
1) You must contact us by sending your claim to the email [email protected]
2) You must provide images of the defective/damaged product so that the After-Sales Department can verify the claim. You must also provide:
-Images of the order before unpacking from the pallet (with the black strap) and sealed.
-Images of the product and packaging.
-Image of the transport label.
3) Keep the original boxes and packaging, it is NECESSARY for any type of return, the customer must imperatively keep the original packaging boxes. Without these requirements, the claim cannot be processed.
In the event that the goods are received by a third party, the buyer undertakes to inform the third party that the goods must be checked. You accept responsibility for any loss or damage in the event that someone signs on your behalf and does not carry out the relevant checks.
When the product is delivered on pallets, it is ESSENTIAL to keep the pallet until 15 days after delivery of your order. This requirement is necessary in order to collect the product either due to withdrawal or due to a claim/defect of the product.
If you detect that the material you are going to receive is damaged, you must reject it and record it on the carrier's delivery note.
It is important that you check the condition of the article at the time of delivery. If you cannot check it, leave a note on the delivery note: "FAILURE TO CHECK THE STATE OF THE PRODUCT".
Repair or replacement: The After-Sales Department will assess with the images provided by the customer the best option. In the event that it considers that it is not necessary to collect the defective material, this Department will proceed to send the material back to the customer.
Otherwise, the goods will be collected so that they can be repaired or replaced. In this case, the After-sales Department will contact the customer to request a collection address.
Voucher: Refund of the amount by means of a discount voucher for the next purchase.
Credit: Refund of the amount by means of a reimbursement to the account from which the order was placed. Effective within 10/15 days.
When the customer receives an incomplete order and products are missing, he/she should contact us at [email protected] within a maximum of 14 days from the delivery of the order. As well as when a material is received that does not correspond to the one requested in the order.
Steps to notify an incomplete order:
1) Log in to your account and go to the "MY ORDERS" section and click on the relevant order.
2) Check the boxes of the product to be returned and then indicate the reason for the return or claim, as well as the solution you want (voucher for next purchase, credit or replacement).
3) Provide by email to [email protected] images of the entire product received, as well as images of the label of the carrier and the complete packaging and how are the pieces received inside it.
Without all the required documentation, no claim will be processed and no further claims will be accepted. Once all the information has been received, the claim will be verified with our After-Sales Department and we will contact the customer.