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Return and Refund Policy1. Eligibility for Returns2. Damaged, Defective, or Incorrect Products3. Non-Returnable Items4. Return Process5. Return Shipping6. Refunds7. Exchange Policy8. Order Cancellation9. Contact Us

Return and Refund Policy

Last updated: 14 March 2026 

Thank you for shopping with us. We are committed to providing high-quality skincare products and a satisfying shopping experience. Please read our Return & Refund Policy carefully to understand your rights and our procedures regarding returns, exchanges, and refunds.

1. Eligibility for Returns

Due to the hygienic nature of skincare and cosmetic products, we only accept returns under the following conditions:

  • The product is unused, unopened, and in its original packaging.

  • The return request is made within 5 days of receiving the order.

  • The product is not damaged due to misuse, improper handling, or storage after delivery.

Products that have been opened, used, or tampered with cannot be returned for hygiene and safety reasons unless the item is defective or incorrect.

2. Damaged, Defective, or Incorrect Products

If you receive a product that is:

  • Damaged during shipping

  • Defective

  • Incorrect (different from what you ordered)

Please contact our customer support within 48 hours of delivery and provide:

  • Your order number

  • Photos of the product and packaging

After verification, we will arrange one of the following solutions:

  • Replacement of the product

  • Store credit

  • Refund to the original payment method

3. Non-Returnable Items

The following items cannot be returned:

  • Opened or used skincare or cosmetic products

  • Products without original packaging

  • Free gifts or promotional items

4. Return Process

To initiate a return, please follow these steps:

  1. Contact our customer support team at jamalya@masarat.dev or +96891149263

  2. Provide your order number and reason for return.

  3. Our team will review your request and provide return instructions if approved.

Do not send products back without prior approval.

5. Return Shipping

  • If the return is due to our error (damaged, defective, or incorrect product), we will cover the return shipping cost.

  • If the return is for any other approved reason, the customer may be responsible for the return shipping cost.

6. Refunds

Once we receive and inspect the returned item:

  • Approved refunds will be processed within 5–10 business days.

  • Refunds will be issued to the original payment method whenever possible.

For Cash on Delivery orders, refunds may be issued via:

  • Bank transfer

  • Store credit

  • Mobile wallet transfer

7. Exchange Policy

We may offer exchanges for the same product if the item received is damaged or defective. Exchanges are subject to product availability.

8. Order Cancellation

Orders may be cancelled before shipment by contacting customer support. Once an order has been shipped, it cannot be cancelled and will be subject to the return policy above.

9. Contact Us

If you have any questions about this policy, please contact us:

Customer Support: jamalya@masarat.dev

Phone / WhatsApp: +96891149263

Address: Sultanate of Oman, Muscat, PO Box 1411, PC 133

We reserve the right to update this Return & Refund Policy at any time. Changes will be posted on this page.