At Mazsapel Luxmart Store, customer satisfaction is one of our highest priorities. We strive to offer quality products and a reliable shopping experience. If your order arrives damaged, defective, incorrect, or does not meet the eligibility requirements outlined below, we’re here to help.

Please read this Refund & Returns Policy carefully before making a purchase.

Our Return Policy

We understand that sometimes a product may not be the right fit. Eligible items may be returned within 30 days of the date you receive your order, subject to the conditions outlined in this policy.

To qualify for a return, the item must:

• Be unused and in its original condition.
• Be returned in its original packaging whenever possible.
• Include all accessories, manuals, tags, and promotional items that were originally included.
• Not show signs of misuse, damage caused after delivery, or excessive wear.
• Meet the eligibility requirements described below.

We reserve the right to decline returns that do not meet these conditions where permitted by applicable law.

Items Eligible for Return

You may be eligible to request a return if:

• You received the wrong item.
• Your item arrived damaged during shipping.
• Your item arrived with a manufacturing defect.
• The item is significantly different from its description.
• Required components or accessories are missing.
• The product qualifies under applicable consumer protection laws.

Supporting information, such as photographs of the item and packaging, may be requested to help us review your claim.

Items That Cannot Be Returned

For hygiene, safety, customization, or other practical reasons, certain items may not be eligible for return unless they are defective or required by law.

These may include:

• Personalized or custom-made products.
• Gift cards or store credit.
• Downloadable digital products.
• Perishable goods.
• Opened beauty, cosmetic, or personal care items where hygiene could reasonably be affected.
• Undergarments, swimwear, or intimate apparel if opened or used, unless defective.
• Products damaged through misuse, accidents, improper handling, or unauthorized repairs.
• Items marked as final sale or non-returnable at the time of purchase.

Nothing in this section limits any consumer rights that cannot legally be excluded.

Return Request Process

To request a return:

Step 1: Contact Customer Support

Email our Customer Support Team within the applicable return period.

Please include:

• Your full name.
• Order number.
• Product name.
• Reason for the return.
• Clear photographs or videos (if applicable).

Step 2: Return Review

Our team will review your request and determine whether it meets the requirements of this policy.

If additional information is needed, we will contact you.

Step 3: Return Instructions

If your return is approved, we will provide instructions on how and where to return the item.

Please do not send items back before receiving return instructions, as doing so may delay processing or prevent us from identifying your return.

Damaged, Defective, or Incorrect Items

If your order arrives:

• Damaged
• Defective
• Incomplete
• Incorrect

Please notify us as soon as reasonably possible after delivery.

To help us resolve the issue efficiently, we may request:

• Photos of the product.
• Photos of the shipping package.
• Photos of the shipping label.
• A description of the issue.

After review, we will work with you to determine an appropriate resolution, which may include a replacement, exchange, partial refund, or full refund, depending on the circumstances and applicable law.

Exchanges

Where available, exchanges may be offered for:

• Defective products.
• Incorrect items received.
• Products damaged during delivery.

If you wish to exchange an item for a different size, color, or model, please contact Customer Support to discuss the available options.

Exchange availability depends on product availability.

Refunds

If your return is approved, your refund will generally be issued to your original payment method.

Refund processing times may vary depending on:

• Your payment provider.
• Your financial institution.
• Your payment method.
• Banking procedures.

While we process approved refunds promptly, the time it takes for funds to appear in your account may vary.

Partial Refunds

In certain situations, a partial refund may be appropriate, for example:

• The returned item is not in its original condition for reasons not caused by us.
• Parts or accessories are missing for reasons not attributable to our error.
• The item has diminished in value due to handling beyond what is reasonably necessary to inspect it, where permitted by applicable law.

Any partial refund will be explained to you before it is finalized.

Late or Missing Refunds

If you believe your approved refund has not been received:

1. Check your bank account.
2. Review your payment method statement.
3. Contact your credit card company or payment provider, as processing times can vary.
4. Contact your bank.

If you have completed these steps and still have not received your refund, please contact our Customer Support Team.

Order Cancellations

If you wish to cancel your order, please contact us as soon as possible.

Orders may be canceled if they have not yet entered processing or shipment.

Once an order has been processed or dispatched, cancellation may no longer be possible. In such cases, you may need to wait until delivery and then follow the return process if the item is eligible.

Refused Deliveries

If a shipment is refused without prior authorization or returned due to an incorrect or incomplete delivery address provided by the customer, additional shipping or handling charges may apply where permitted by law.

Please ensure your shipping information is accurate before completing your purchase.

Return Shipping

If a return is approved, responsibility for return shipping costs depends on the reason for the return and the applicable consumer protection laws.

Generally:

• If the return is due to our error (such as an incorrect, damaged, or defective item), we will work with you to arrange an appropriate solution.
• If the return is due to a change of mind or another customer-initiated reason, you may be responsible for return shipping costs unless otherwise required by law.

We will provide guidance during the return process.

Lost or Stolen Packages

Once an order has been delivered according to the carrier’s tracking information, responsibility may transfer to the recipient, subject to applicable law.

If you believe your package has been lost or stolen, please contact us promptly. We will do our best to assist you in working with the shipping carrier to investigate the issue.

Non-Delivery Due to Customs or Local Regulations

International shipments may be subject to customs procedures, import regulations, taxes, or duties imposed by the destination country.

Customers are responsible for understanding the import requirements applicable in their location unless otherwise stated during checkout.

Delays caused by customs authorities are generally outside our control.

Fraud Prevention

To help protect our customers and business, refund and return requests may be reviewed for unusual or fraudulent activity.

Where permitted by law, we reserve the right to decline requests involving suspected abuse of our return policy.

Your Consumer Rights

Nothing in this Refund & Returns Policy is intended to limit or exclude any rights you may have under applicable consumer protection laws.

Where local laws provide greater protections than those described in this policy, those legal rights will continue to apply.

Need Assistance?

If you have questions about returns, exchanges, or refunds, we’re here to help.

Mazsapel Luxmart Store

Customer Support Email: Mazsapelluxmartstore@gmail.com

General Inquiries: Mazsapelluxmartstore@gmail.com

Business Hours

Monday – Saturday: 9:00 AM – 6:00 PM

Sunday: Closed

When contacting us, please include your order number and a detailed description of your request so we can assist you as quickly as possible.

Our Commitment to You

At Mazsapel Luxmart Store, we value every customer and aim to provide a fair, transparent, and hassle-free shopping experience. Our goal is to resolve eligible return and refund requests promptly while ensuring clear communication throughout the process.

Thank you for choosing Mazsapel Luxmart Store. We appreciate your trust and look forward to serving you.