Last updated: April 2026
We want you to be entirely satisfied with your Masaat London purchase. This policy sets out your rights and our obligations in relation to returns, refunds, and exchanges. It applies to all purchases made through www.masaatlondon.co.uk and is in addition to, and does not affect, your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Under the Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your item, without giving any reason. You then have a further 14 days to return the item to us after notifying us of your intention to cancel.
To exercise your right to cancel, notify us in writing before the 14-day deadline:
As a gesture of good faith, Masaat London offers an extended 30-day returns window for ready-to-ship items, starting from the date of delivery. This is in addition to your statutory 14-day cancellation right.
To be eligible for a return, items must meet all of the following conditions:
The following items cannot be returned unless faulty:
Bespoke and made-to-order pieces are excluded from our standard returns policy, as they are uniquely designed and crafted to your individual specifications. This does not affect your statutory rights in the event that a bespoke piece is faulty or not as described.
Once production has commenced, the 50% deposit is non-refundable. If you cancel prior to production commencing, your deposit will be refunded in full.
If you have concerns about your bespoke piece before or after delivery, please contact us at sales@masaatlondon.co.uk — we will always seek to resolve concerns in good faith.
To initiate a return:
| Step | Action |
|---|---|
| 1 — Notify us | Email sales@masaatlondon.co.uk with your order number, the item you wish to return, and the reason. We will confirm receipt within 2 business days. |
| 2 — Pack securely | Use the original packaging where possible. Include all certificates, documentation, and accessories. Items must be adequately protected for transit. |
| 3 — Ship the item | Use a tracked and insured service — we recommend Royal Mail Special Delivery or an equivalent insured courier. Do not use standard untracked post. We cannot accept responsibility for items lost or damaged in transit. |
| 4 — Send us tracking | Email us your tracking number once dispatched so we can monitor arrival. |
| 5 — Inspection | Once received, we will inspect the item within 5 business days and notify you of the outcome. |
Return shipping costs are the responsibility of the customer unless the item is being returned due to a fault or error on our part, in which case we will cover reasonable return postage costs.
Where a return is approved, we will process your refund to the original payment method within 14 days of receiving and inspecting the returned item. You will be notified by email once the refund has been processed.
Please allow a further 3–5 business days for the refund to appear in your account, depending on your bank or card provider.
We reserve the right to apply a partial refund in circumstances where an item is returned in a condition that reduces its resale value — for example, where packaging or documentation is missing, or where the item shows signs of use beyond what is necessary to inspect it.
If a returned item does not meet the conditions in Section 1.3, we will notify you and return the item to you at your expense. We will not process a refund in these circumstances.
We are pleased to offer exchanges on ready-to-ship items within the 30-day returns window, subject to availability. Please contact us at sales@masaatlondon.co.uk to discuss exchange options before returning your item. Exchanges are treated as a new order — the original item must be returned and inspected before the exchange is dispatched.
If your item arrives damaged, faulty, or materially different from how it was described on our website, you are entitled to a full refund, repair, or replacement under the Consumer Rights Act 2015. Please contact us within 30 days of delivery with photographs of the issue and your order number.
Where an item develops a fault after 30 days but within six months of delivery, we will repair or replace it unless we can demonstrate that the fault was not present at the time of delivery. Our lifetime warranty covers manufacturing defects beyond this statutory period — see our Terms of Service for full warranty terms.
Masaat London offers complimentary lifetime resizing on all pieces, subject to design feasibility. Resizing is not a return or exchange — please contact us at sales@masaatlondon.co.uk to arrange this service. Please note that once an item has been resized, it becomes ineligible for return under our standard returns policy.
For all returns, refunds, and exchange queries: