Return and Refund Policy

RETURN 

At Massoor, we strive to ensure that you are completely satisfied with your purchase. If for any reason you are not satisfied, we offer the following refund policy:

1. Eligibility for Refunds:

• Refunds are accepted within 28 days of receiving your order.
• To be eligible for a refund, items must be unused, with tags, in their original condition and in the original packaging.
• Personalized or custom-made jewellery is not eligible for refunds unless there is a defect or error on our part.

2. How to Request a Refund:

• To initiate a refund, please contact our customer service team at info@massoor.co.uk with your order number and reason for the refund request.
• We may ask for photos of the item(s) to assess the condition.

3. Refund Process:

• Once your return is approved, we will process your refund to the original payment method.
• Please note that it may take 4-7 working days for the refund to reflect in your account depending on your bank or payment provider.

4. Shipping Costs:

• Return shipping costs are the responsibility of the customer unless the item received is defective or incorrect.
• We recommend using a tracked shipping service to ensure the item reaches us safely.

5. Damaged or Incorrect Items:

• If you receive a damaged or incorrect item, please contact us immediately after receiving your order.

EXCHANGE

The quickest way to get what you want is to return the item you have. Once the return is approved, you can make a separate purchase for the new item.

Thank you for shopping with Massoor! If you have any questions or concerns, feel free to reach out to our customer service team.