RETURNS & EXCHANGES

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We want you to be 100% satisfied every time you shop with us, so we keep our returns policy simple. 

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Purchases can be returned or exchanged by contacting us within 14 days of the date you receive your package...all you have to do is:

• Email us your order number and name at info@massbranded.com

• We'll email you a Returns Form to complete 

• Send us the item/s to be returned to: MASS BRANDED, 2nd Floor Unit B, 143 Lo Wai Village, Pui O, Lantau Island​, Hong Kong.

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We can only exchange a product or issue a refund once we have received the item/s at the above listed office address (sorry, no early refunds or exchanges) and all returns, exchanges and refunds subject to the 'Conditions' listed below:

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1) CONDITION

All items must be returned to us in their original, pristine condition and we reserve the right to refuse a refund or exchange if the goods returned are damaged, worn, washed or tampered with.

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2) EXCHANGES

We're happy to offer exchanges if you want to replace your items for a different size or colour. Exchanges, however, are subject to availability.

 

3) FAULTY OR DAMAGED ITEMS

Faulty items are classified as faulty if they are received damaged, or where a manufacturing fault occurs. Please note that damage as a result of wear and tear are not considered to be faulty. Where possible, we will replace or repair faulty items. Please be aware that we can only replace it for the same product in the same size, subject to availability. You will receive a full refund if the item can’t be replaced or repaired, which includes the original shipping cost and the return shipping cost.

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4) NON REFUNDABLE ITEMS

The below items are non refundable:

- Accessories, underwear, bags, hats

- Sale items

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5) PROOF OF POSTAGE / LOST IN THE MAIL  

Remember to ask your delivery provider for 'Proof of Postage' as we cannot issue refunds, exchanges or returns for items that are lost in the mail.

 

6) SHIPPING CHARGES

Please note, for returns, exchanges or refunds:

- Outwards Shipping Costs: Original shipping charges are non-refundable

- Return Shipping Costs: We do not have a 'Free Returns' policy, as such return shipping is at the sender's expense and is not refundable

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Also, we are unable to organise shipping labels or package collections on your behalf. If you are returning an item due to an error on our behalf, we are happy to refund all costs associated in returning the item back to us, as well as your original postage costs.

 

7) ORDER CANCELATIONS

You may cancel your order free of charge by contacting us within 2 days of placing it. Once confirmed by our team, we will refund the total value of your order, including the costs of delivery (except for any supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us), but excluding Tax and Duty. We will only refund return shipping costs in the instance of incorrect, damaged or faulty items. For all other returns, you will be responsible to the cost of returning the item(s) to us. 

 

 

ASSISTANCE | QUESTIONS | COMPLAINTS

Any questions or complaints can be emailed to MASSBRANDED at info@massbranded.com. We will do our best to get back to you within 48 hours and if we need to investigate your query further, we will let you know.

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