Return or exchange policy

What is the deadline for making changes or returns?

At Masteritem we make it easy for you: the period for exchanges or returns is 100 days from the date of purchase.

*Attention: it is essential to have the original packaging and all its original protections, without the original packaging or the original protections we do not accept exchanges or returns.

I want to exchange or return my order but I do not have the original packaging or the original protectors. Can I make the exchange or return if I pack the products in another type of packaging?

No, the original packaging and the original protectors are essential to make an exchange or return, without the original packaging or the original protectors, neither exchanges nor returns are accepted.

Who pays the shipping costs when making the return?

In this section several causes can be given:

1. The product has arrived damaged and I want to exchange it for another one that is in perfect condition.Masteritem will proceed with the product exchange without any additional charge for you.
2. The product has arrived wrong.
   Masteritem will proceed with the product exchange without any additional charge to you.
3. I have received my order and it is incomplete or a piece is missing.
   Masteritem will proceed with shipping the product or part at no additional charge to you.
4. The product has arrived damaged and I do not want it to be exchanged for another, but I want a return.
   By wanting a return and not accepting a product exchange for a completely new, return costs are your responsibility.
5. The product has arrived to me wrong and I do not want it to be exchanged for the correct one, but I want a refund.
   By wanting a return and not accepting a product exchange for the correct product, return costs are your responsibility.
6. The product has arrived to me wrong and I do not want it to be exchanged for the correct one, but I want a refund.
   By wanting a return and not accepting a product exchange for the correct product, return costs are your responsibility.
7. I have received my order and it is incomplete or a piece is missing and I do not want them to send me what is missing, but I want a refund.
   By wanting a return and not accepting the shipment of the product or part that you are missing, the return costs are your responsibility.
8. I have received the product and I have decided that I no longer want it.
   The return costs are at your expense.
9. I have received my order and I have realized that I prefer to change the color or model.
   In this case you have to make a return and a new order in which the return costs are your responsibility as well as the shipping costs of the new order.
   *Attention: it is essential to have the original packaging and all its protections to make any exchange or return, without the original packaging or original protections we do not accept exchanges or returns.

I have used the product, can I request an exchange or return?

We do not accept exchanges or returns of products that have been used. Once the product has been used, this product is covered by the 3-year warranty.

What are the return costs?

Management costs are equivalent to shipping costs.

Can I send the order on my own to the Masteritem facilities?

Yes, but in this case we are not responsible if the merchandise may arrive damaged and, if so, the return of the order will not be accepted and we will leave your order in storage so that the delivery agency assigned by you, pick it up again and send it to you again.

What should I do to send my order by myself to the Masteritem facilities?

First of all you have to access the exchange or returns form, fill it out and send it to us. Our team will review your message and if everything is correct, it will confirm how to proceed, indicating the address of our logistics warehouses so that you can proceed with the shipment.

*Attention: Any shipment made without prior confirmation by the Masteritem team will not be received by our logistics department.

If I make a return, how long does it take to get my money back?

A maximum of 14 business days from when your return package arrives at our facilities.

How do I get my money back?

If the payment was made by credit card, Paypal or bank transfer, your money will be returned by the same method by which you made the purchase.

How can I process my exchange or return?

You just need to go to our exchange or return form; and follow the following steps:

1) Name: tell us your name so we can contact you.

2) Email: tell us your email, this must be the same one you used when placing your order.

3) Telephone: provide us with a telephone number in case we have to contact you.

4) Invoice or order number: tell us the invoice or order number so we can locate your order.

5) Type of incident: you have to click on the drop-down menu and choose the option that suits your needs.

6) Message: Leave us a message explaining the reason for the exchange or return.

7) Attached file: In this section we need a minimum of 3 photographs that we list below:

Photograph of the product showing the details of why the product is going to be exchanged or returned, that is, photographs in which the product to be returned, the mistake in the product or material defects, such as scratches, are clearly identified. bumps, breaks, etc.

Photograph of the original packaging and original protectors, keep in mind that said packaging and protectors must be original. If they are not the originals, we will not process the exchange or return of the product.

Photograph of the carrier label, this label is affixed to the original packaging.

Optional photography that you consider appropriate.

*Attention: These photographs are essential to be able to manage the exchange or return.

To finish, you just have to click on the send button and in a maximum of 24-48 business hours, from Monday to Friday, our after-sales service department will facilitate the resolution of your incident.