Refund policy

International Return Policy (Non-EU Orders)

This policy applies to all purchases made outside the European Union.

MASISTES GmbH grants, at its sole discretion, a voluntary 14-day return option beginning on the day you receive your order. This option does not constitute a legal right of withdrawal and may be modified or revoked at any time.

To be eligible for a return under this voluntary policy, the following conditions must be met in full:

 

• The item must be new, unused, unworn, and undamaged, with original tags and packaging intact.

• Both product and packaging must show no signs of wear, damage, or use.

• A proof of purchase or invoice must be provided.

• The return must be requested in writing via info@masistes.com before any shipment is made.

• The return must be pre-approved by MASISTES GmbH. Unauthorised or unsolicited returns will not be accepted and may be returned at the customer’s expense.

 

All returns must be sent to:

Masistes GmbH

Rudolf-Diesel-Str. 32

24558 Henstedt-Ulzburg, Germany

Tel.: +49 4193 8830269

The customer shall bear all return shipping costs, including customs duties, export/import taxes, and related administrative fees.

MASISTES GmbH reserves the right to inspect all returned items and to refuse any refund if the returned goods do not meet the above conditions.

Refunds for approved returns will be issued within 14 business days after the goods are received and inspected, using the original payment method.

No right of withdrawal or cancellation exists under international law for non-EU consumers. Returns outside this voluntary policy are excluded.

Products that are personalized, custom-made, used, damaged, hygiene-sensitive, or sale/discount items are strictly non-returnable.

 

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European Union Return and Withdrawal Policy

This policy applies to all purchases shipped within the European Union and is governed by Directive 2011/83/EU and §§ 312g, 355–357 BGB.Consumers residing in the EU have the legal right to withdraw from the contract within 14 days without giving any reason.

 

the following conditions must be met in full:

 

• The item must be new, unused, unworn, and undamaged, with original tags and packaging intact.

• Both product and packaging must show no signs of wear, damage, or use.

• A proof of purchase or invoice must be provided.

• The return must be requested in writing via info@masistes.com before any shipment is made.

• The return must be pre-approved by MASISTES GmbH. Unauthorised or unsolicited returns will not be accepted and may be returned at the customer’s expense.

Withdrawal Period

The withdrawal period is 14 calendar days from the day you or a third party (other than the carrier) received the goods.

 

Exercising the Right of Withdrawal

To exercise your right, you must notify us clearly (e.g., by e-mail to info@masistes.com) of your decision to withdraw from the contract.

You may use the model withdrawal form provided, but it is not mandatory.

 

Return of Goods

You must send back or hand over the goods without undue delay, and in any event within 14 days from the day you informed us of your withdrawal. The deadline is met if you send the goods before the 14-day period expires.

Return address:

Masistes GmbH

Rudolf-Diesel-Str. 32

24558 Henstedt-Ulzburg, Germany

Tel.: +49 4193 8830269

You bear the direct costs of returning the goods.

 

Condition of Returned Goods

You are only liable for any loss in value of the goods resulting from handling other than what is necessary to establish their nature, characteristics, and functioning.

 

Refund

Upon receipt and inspection of the returned goods, MASISTES GmbH will refund all payments received (excluding delivery costs and additional import/export fees) within 14 days using the same payment method originally used.

Refunds may be withheld until the goods are received or proof of return is provided.

 

Exclusions

No right of withdrawal exists for:

• Goods made to the consumer’s specifications or clearly personalized;

• Goods that deteriorate rapidly or are past expiration;

• Hygiene-sensitive goods or sealed items that were unsealed after delivery;

• Goods that, after delivery, were inseparably mixed with other items.