RETURN AND REFUND POLICY

Last updated: September 29, 2026

1. Return period

The customer has 15 calendar days from receipt of the order to notify Masmona of their decision to return it, without the need to provide a reason.

To request a return, you must write to mncdeluis@gmail.com, indicating:

• Buyer's name.

• Order number.

• Product you wish to return.

• Date of order receipt.

Once the return has been communicated, the customer must send the product without undue delay and, in any case, within 14 calendar days following said communication.

2. Condition of the product

The product must be returned properly protected and, whenever possible, with its original packaging, labels, and accessories.

The customer may examine the product in a manner similar to how they would in a physical store. However, they will be responsible for any decrease in value caused by handling other than what is necessary to verify its nature, characteristics, and functioning.

3. Return costs

The direct costs of the return shipment will be borne by the buyer, except when the received product is defective, damaged, or does not correspond to the order placed.

Masmona is not responsible for loss or damage occurred during the return transit, so we recommend using a shipping service with tracking and keeping the receipt.

Shipments sent "freight collect" (cash on delivery) without prior authorization will not be accepted.

4. Refund

Once the return is received and inspected, Masmona will refund the amount of the product and, where legally applicable, the costs of the standard shipping initially paid.

Additional costs derived from having chosen a delivery method more expensive than standard shipping will not be refundable.

The refund will be made using the same payment method used for the purchase, unless expressly agreed otherwise, and within the applicable legal timeframe. Masmona may withhold the refund until receipt of the product or until the customer provides valid proof of its return.

5. Personalized products

Returns for withdrawal will not be accepted for products made expressly according to the customer's specifications or clearly personalized, unless they present a defect, damage, or error attributable to Masmona.

The fact that a product is handmade or manufactured in small quantities does not in itself eliminate the right of return if it has not been specifically personalized for the customer.

6. Defective products or incorrect orders

If the product arrives damaged, has a defect, or does not correspond to the order, the customer must notify mncdeluis@gmail.com, preferably including photographs.

In these cases, Masmona will cover the costs necessary to resolve the issue through repair, replacement, price reduction, or refund, as legally appropriate.

This policy does not limit the rights or the legal guarantee recognized to consumers.