Return & Refund Policy for Online Store (www.masbanatawaida.com)
Thank you for shopping with us! We are committed to providing high-quality soap products and smooth customer experience. Due to the nature of our products and the high cost of international shipping, we ask that you review our return and refund policy carefully.
All Sales Are Final
All orders are considered final sale unless the product arrives damaged, defective, or an incorrect item is received. We do not accept returns or exchanges due to:
- Change of mind
- Personal preferences (e.g., scent, texture)
- Customer error (e.g., incorrect shipping address or item selection)
Please double-check your order before completing your purchase.
Order Cancellations or Changes
You may request changes to your order within 24 hours of placing it, provided it has not yet been processed or shipped. After this window, the order is locked for fulfillment and cannot be modified.
Damaged or Incorrect Orders
If your product arrives damaged, defective, or is the wrong item:
- Contact us within 3 days of receiving your order
- Include your order number and clear photos of the issue (including packaging, if damaged)
If verified, we will offer one of the following:
- A replacement item
- A partial or full refund
In rare cases, we might require that you return / ship back the damaged items.
Allergy Disclaimer
We clearly list all ingredients on each product page. It is your responsibility to review them before purchasing. Refunds for allergic reactions may be granted at our discretion and typically do not require a product return.
Shipping Costs
Shipping fees are non-refundable unless the issue is due to our error. Return shipping (if required) is the customer’s responsibility unless pre-approved.
How to Request a Return or Refund
To initiate a return or refund request:
- Email us at export@masbanatawaida.com within 3 days of receiving your order
- Include your order number and a detailed description of the issue
- Attach photos if applicable (e.g., damage, wrong product)
We aim to respond within 2 business days and will guide you through the next steps.
