Returns & Refunds

Thank you for your purchase. We hope you are satisfied with your purchase. However, if you are not completely satisfied with your purchase for any reason, you can return it to us for a refund, store points, or exchange. Please see below for more information about our return policy.

You should contact online customer service or customer service email to check the status of your order before initiating a return.

If the order has not been shipped, you can cancel the order and get a full refund.

If the order has already been shipped, it cannot be cancelled.

Returns

We CANNOT accept any returned or exchanged items which are without quality issues after you have confirmed to receive them. 

 

(2)Items with quality issues

We accept returned or exchanged items that are with quality issues.

  • a. If you choose to return the products, you should contact us and send photos or videos as proof asking for after-sales service. In this case, you could return the item after obtaining approval from our staff (We only accept returns within 14 days of receiving the goods), and we would issue a full refund to you after you return the items in good condition.

  • b. If you choose to exchange the products, please send us photos or videos as proof to check first. After obtaining approval from our staff, you could send back the products. The exchanged items will be shipped after careful inspection.

  • c. If the items were damaged during transportation, you should submit an application and send proof to us (photo, video) asking for after-sales service within 7 calendar days after the package was delivered to you. We will arrange to exchange or issue a full refund.

 

Note:

  • To be eligible for a return or exchange, your item must be unused, saleable, and in the original packaging. We require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer. 

 

Return Address

  • The return address will be notified by the customer service staff after you contact our customer service. Any return or exchange without contacting our customer service in advance will not be accepted and no refund will be given!

Note: 

  • Our company's address is not the return address.

 

Return Process

  • To initiate a return or exchange, please email us your Order Number and photographs of products(if applicable) at masonjarlid@paaliy.com to obtain a Return Merchandise Authorization (RMA) number. We will email you back your own RMA Number together with the return address within 3 Business Days. After receiving an RMA number, customers have 7 Calendar Days to return the original items(s) with tags in their original packaging. And then, mail the return to the attached address.
  • Customers need to send back your package and its tracking number within 7 Calendar Days when you have got the RMA number.
  • If Masonjarlid is responsible for the shipping fees, we will refund the tax with return shipping fees together to your original payment method.

 

Return Shipping Cost

  • We will refund the full cost of the merchandise and return shipping cost if the return or exchange is a result of an unknown error or defective product.
  • But if you request the return for personal reasons, then you will be responsible for the corresponding freight.
  • Unfortunately, we're not able to send prepaid return shipping labels in all packages. Use your own trackable and insured shipping method. Please note we're not responsible for returns that are lost or damaged in transit.

 

Refunds

We inspect all returned items and will refund you based on the condition of the item.

(1) Full Refunds

You return
You receive
  • Wrong items shipped

  • Defective items through no fault of your own

  • Items that did not match what was shown on the Site

  • Items that were damaged during transportation

A full refund of the item’s purchase goods and free return shipping label

 

(2) Partial refunds

You return
You receive
  • Package with missing items due to unknown error

The missing items or a refund of the missing item’s purchase goods

 

Refunds Process and Time

After receiving your return and inspecting the condition of your item, we will process your return or exchange. Please be advised that Refunds will undergo two stages.

  • (1) The first stage(within 7 Calendar Days) happens in our internal system, while the second stage of processing happens at your Bank.

  • (2) The second stage of processing happens at your Bank. The refund may take 1-2 billing cycles to appear on your credit card statement depending on your credit card company. 

Two stages take 7-20 Business Days. We’ll send an email confirmation once we’ve processed your return. If your refund is for store credit, it will be available as soon as your return is received and processed.

 

Late or Missing Refunds

If you haven’t received a refund yet, please check your bank account again first. Then contact your credit card company, it may take some time before your refund is officially posted. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us.

 

Contact us

If you have any questions about this Return and Refund Policy, please contact us: masonjarlid@paaliy.com