We want you to feel confident shopping with Masmuqa. If your order arrives damaged, incorrect, or defective, we will assist with a refund or exchange.

ELIGIBILITY FOR REFUND

Refunds are only applicable for:

• Damaged products

• Defective items

• Incorrect items sent

• Lost parcels (after courier verification)

Refunds are not applicable for:

• Used items

• Change of mind

• Allergy reactions (ingredients are fully disclosed before purchase)

REFUND PROCESS

1. Email us at masmuqahq@gmail.com with:

   • Order number

   • Photo/video of the issue

   • Description of the problem

2. Once approved, refunds will be issued through:

   • Store credit, or

   • Bank transfer (processing time 3–7 working days)

NON-REFUNDABLE ITEMS

• Items purchased during sales or promotions

• Free gifts

• Bundles with partially used products

CANCELLATION POLICY

Orders can only be cancelled before processing. Once shipped, cancellation is no longer possible.