Return & Refund Policy
Return & Refund Policy
We offer a 30-day return and refund policy for all products purchased directly from www.masthomego.com. We do not accept items beyond the 30-business-day warranty period. (If you purchased the product from Amazon or Walmart, please contact their platform service personnel.)
Cancel Order
We accept order cancellations before the product ships. Once the item has shipped, the order cannot be canceled. When an order is canceled, you will immediately receive a full refund. There is no processing fee for canceling an order. If the item has been shipped, it can be returned/refunded or exchanged within 30 working days of delivery.
Return & Exchange Conditions
Condition1
When the product is wrongly sent, damaged during transportation, or has other defects, please take a photo and email it to us first, and provide the following information for return, exchange or refund.（In this case, the customer does not need to pay the return shipping fee.）
The information we need from you is as follows:
1 Order number
2 Reasons for returns, exchanges, or refunds
3 Photos or videos showing product damage
Once we receive your email, we will reply to you within 24 hours. We will give you our shipping address to return the product. Please send the product back within 7 days of receiving our refund confirmation email and send us the tracking number. We will contact you after we receive the product. Your refund will be refunded within 3~7 working days.
Condition2
When a customer purchases the wrong item, the item does not fit, or the customer no longer wants the item, the shipping costs for returns and exchanges will be borne by the customer. All returned products must be returned in the original packaging (including all accessories), and ensure that it will not affect our resale. Customers must ship within 7 days of receiving our refund confirmation email to be eligible for a full refund. Refunds will be made to the original method of payment used for the purchase. If the returned product or packaging is not in good condition or is missing components or accessories, we reserve the right, at our sole discretion, to deduct the corresponding cost of the loss.
Return Shipping
If the return is caused by the consumer, the consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, please take a photo and send it to us, and the consumer is not required to bear the shipping fee for this reason.
How to return?
1. To return a product to Masthome, please email masthomego@gmail.com. Apply for an RA (Return Material Authorization). Please include your order number and reason for return. All returns require email-only authorization. We will give you our shipping address to return the product, please send the product back within 7 days of receiving our refund confirmation email.
2. Please email the tracking number to us after you send it back.
3. We will contact you after we receive the product. Your refund will be refunded within 3~7 business days.
Please Note: Please repack all products and accessories you receive when returning.
After-sales contact information
E-mail: masthomego@gmail.com
If you have any questions please email us at masthomego@gmail.com so we can better understand how we can help you out.
