Refund policy

Refund Policy

Order Cancellation
Our order fulfillment and shipping systems are designed to get orders on their way quickly and efficiently. Once an order is placed, you have a 2-hour window during which you can cancel your order and receive a full refund.

To cancel your order within the 2-hour window: Email us at support@masutakitchen.com with your order number.
If 2 hours have passed since your order was placed, your order has already been sent to our fulfillment center for processing and shipping, and we are unable to cancel it.

Damages and Manufacturing Defects

Please inspect your order upon delivery. If you receive an item with a manufacturing defect, contact us immediately at support@masutakitchen.com with clear photos or video of the issue. For manufacturing defects, we will send you a replacement at no charge.

Please note that damage from use, installation, or handling does not qualify as a manufacturing defect.

Lost or Stolen Packages

We are not responsible for lost or stolen packages or packages delivered to an incorrect address provided by the customer. If your package is lost or stolen, please file a police/carrier lost or stolen report and contact your local post office. We can only provide a replacement if you provide us with a copy of the report.

Exchanges

We offer exchanges on eligible items. If you'd like to exchange your item for a different product, contact us at support@masutakitchen.com to start the process. If there is a price difference between the items, you will be responsible for paying the difference. All items must be properly packaged and meet our return eligibility requirements.

Returns

You have 30 days after receiving your item to request a return. To be eligible for a return, your item must be unused and undamaged, in its original packaging with all tags attached, with receipt or proof of purchase. If 30 days or more have passed since you received your purchase, we cannot offer you a refund.

To start a return, contact us at support@masutakitchen.com.
We do not accept returns for items showing any sign of use, damage, installation, broken seals, or hygiene concerns.

Refunds

We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, please note that we reserve the right to apply a restocking fee based on items showing any sign of use, damage, improper installation, improper packaging or hygiene/health concerns.

If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we've approved your return, please contact us at support@masutakitchen.com.

Customs & Import Duties

Customs policies vary by country. Please contact your local customs office for information about policies that apply in your region.
We are not responsible for customs clearance charges, import duties, or local taxes. We cannot reimburse costs related to these matters. If packages are undeliverable due to refusal to pay duties or other reasons, we are not responsible for return shipping costs or retrieving merchandise, and the order will not be eligible for a refund. The buyer assumes all responsibility for claims with the shipping carrier and all duties/fees incurred on the shipment.