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Refund policy

At Maso, we want you to shop with confidence. You may request a return within 14 days of receiving your order, subject to the conditions below.

To request a return, please email support@masoglobal.com with:

  • Your order number
  • The item you wish to return
  • The reason for the return
  • Photos or videos where the item is damaged, defective or incorrect

Please wait for return instructions before sending the item back.

Return Conditions

To qualify for a return, the item must be:

  • Unused and unopened
  • In its original condition
  • Returned with all original packaging, accessories, labels and manuals
  • Sealed where an original product seal applies

Items that have been used, opened, damaged, altered, assembled incorrectly, or returned with missing parts may not qualify for a refund.

For fragile products, customers must pack the item securely in its original protective packaging. Maso is not responsible for damage caused by inadequate return packaging.

Change-of-Mind Returns

Return delivery costs are the customer’s responsibility for change-of-mind returns, including situations where:

  • The wrong size, colour or variation was ordered
  • The item does not fit the intended space
  • The customer did not check the product dimensions
  • The item is no longer required or considered unsuitable

Original delivery charges are not refundable.

If you require Maso to arrange collection from your address, a S$10 collection fee will be deducted from the approved refund.

Hygiene-Sensitive Products

For hygiene and safety reasons, products such as toilet brushes, replacement brush heads and other hygiene-sensitive items cannot be returned once the packaging or product seal has been opened.

This restriction does not apply where the item received is defective, damaged or incorrect.

Incorrect, Damaged or Defective Items

Where an item received is incorrect, damaged or defective, please contact us promptly with supporting photos or videos.

Once the issue has been verified, Maso will arrange an appropriate resolution, which may include a replacement, refund or return collection at no additional cost.

Refunds

Once the returned item has been received and inspected, we will inform you whether the refund has been approved.

Approved refunds will be issued to the original payment method. Processing times may vary depending on your bank or payment provider.

Returns requested more than 14 days after delivery will not be accepted.