Refund and Returns Policy

Last updated: November 6, 2026

At Shopmasa.com, customer satisfaction is important to us. We want you to have a positive shopping experience and receive your orders in good condition.

This Refund and Returns Policy explains the conditions and procedures for requesting returns, replacements, and refunds for purchases made through our website.

Please read this policy carefully before placing an order.

1. Return Period

We offer a voluntary 30-day return period starting from the date you receive your order.

To qualify for a standard return:

The item must be unused and in its original condition.
The item must be returned with its original packaging, accessories, and included items, where applicable.
The item must not show signs of damage caused by improper use or handling.
You must contact our customer support team and receive return instructions before sending the product back.

This voluntary return period does not limit any longer or additional rights you may have under applicable consumer protection laws.

2. Items That Cannot Normally Be Returned

For health, safety, hygiene, or product-specific reasons, certain products may not qualify for standard change-of-mind returns, where permitted by applicable law.

These may include:

Personal care and hygiene products that have been opened or unsealed.
Products that are perishable or have a limited shelf life.
Personalized or custom-made products.
Sealed products that cannot be returned for health or hygiene reasons once opened.
Digital products or downloadable content where applicable legal exceptions apply.

This exclusion does not apply to defective, damaged, incorrect, or misrepresented products where a refund or other remedy is required by law.

3. Damaged, Defective, or Incorrect Items

If you receive an item that is:

Damaged during shipping.
Defective or not functioning properly.
Different from the product you ordered.
Missing important components or accessories.
Significantly different from its description on our website.

Please contact us as soon as reasonably possible after receiving the order.

To help us resolve the issue quickly, please provide:

Your order number.
A description of the problem.
Clear photographs or videos showing the issue, if applicable.
Photographs of the packaging and shipping label, where relevant.

After reviewing your request, we may offer an appropriate solution, which may include:

A full refund.
A replacement product.
A partial refund, where appropriate and agreed upon.
Another suitable resolution permitted by applicable law.

You will not be required to pay return shipping costs for an item confirmed to be defective, damaged, or incorrectly supplied where Shopmasa is responsible for the issue.

4. How to Request a Return

To request a return, please follow these steps:

Step 1: Contact our customer support team at admin@shopmasa.com.

Step 2: Include your order number and explain why you would like to return the product.

Step 3: Provide photographs or other supporting information if requested.

Step 4: Wait for our customer support team to review your request and provide return instructions.

Step 5: If your return is approved, we will provide the appropriate return address and instructions.

Important: Because Shopmasa operates using a dropshipping model, some products are shipped directly from independent third-party suppliers. Return destinations may therefore differ depending on the product and supplier.

Please do not send products directly to an AliExpress supplier, warehouse, or other address without receiving our written return instructions.

5. Return Shipping Costs

For standard change-of-mind returns:

Customers are generally responsible for return shipping costs.
We recommend using a trackable shipping service.
Original shipping charges are generally non-refundable, except where required by applicable law.

For products that arrive damaged, defective, incorrect, or significantly different from their description:

Shopmasa will arrange an appropriate solution.
We will cover reasonable return shipping costs where applicable.
We may, where appropriate and legally permitted, offer a refund or replacement without requiring the product to be returned.

6. Refund Policy

Once your refund request has been approved, we will initiate the refund through the original payment method whenever possible.

Refunds may be issued for:

Approved product returns.
Damaged or defective products.
Incorrect products received.
Orders that cannot be fulfilled.
Orders that are confirmed lost and are eligible for a refund.
Other circumstances where a refund is required by applicable law.

Please allow approximately 5–10 business days for the refund to appear in your account after it has been processed by Shopmasa.

The actual processing time may vary depending on your bank, card issuer, PayPal, or other payment provider.

If you have not received your refund after the expected processing period, please contact your payment provider or our customer support team.

7. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible and provide your order number.

If the order has not yet been processed or submitted to the supplier, we will make reasonable efforts to cancel it and issue a full refund.

However, once an order has been processed by the supplier, prepared for shipment, or dispatched, cancellation may no longer be possible.

In such cases, you may still be eligible for a return or cancellation under this policy or applicable consumer protection laws.

8. Shipping Delays and Lost Packages

Shopmasa works with international suppliers and shipping companies. Delivery times may vary depending on the destination, shipping method, customs procedures, and other factors.

If your order is delayed:

Please check your tracking information first.
Allow reasonable additional time for international shipping.
Contact us if tracking information has not been updated for an extended period.

If an order is confirmed lost in transit or is not delivered within a reasonable period, please contact our support team.

We will investigate the matter with the relevant shipping provider or supplier and work toward an appropriate resolution, including a replacement or refund where applicable.

A shipping delay does not automatically mean an order is lost.

9. Incorrect Shipping Address

Customers are responsible for providing accurate and complete shipping information when placing an order.

If an order is returned, delayed, or undeliverable because of an incorrect or incomplete address provided by the customer, additional shipping charges may apply to resend the order.

However, this does not affect any rights you may have under applicable consumer protection laws.

10. Customs Duties and Import Taxes

Some international orders may be subject to customs duties, import taxes, or other fees imposed by the destination country.

Unless expressly stated otherwise during checkout, these charges are the responsibility of the customer.

Customs procedures and charges vary by country, and Shopmasa cannot guarantee that an order will be exempt from such charges.

11. Exchanges and Replacements

If you receive a defective, damaged, or incorrect product, please contact us so we can review your case.

Depending on product availability and the circumstances, we may offer a replacement or another appropriate solution.

For standard exchanges involving a change of size, color, or personal preference, customers should contact us first to confirm whether an exchange is available.

12. Refunds Required by Law

Nothing in this Refund and Returns Policy is intended to exclude, restrict, or replace any mandatory consumer rights or legal protections that apply to your purchase.

If the consumer protection laws in your country provide additional rights, including statutory cancellation periods, guarantees, refunds, or remedies for defective products, those rights will continue to apply.