Refund policy
Cancellation and Refund Policy
All capitalized terms utilized but not explicitly defined herein shall carry the definitions ascribed to them under the Terms of Use governing your utilization of our website, www.masqati.shop or www.masqati.com (the "Website"), and our mobile and handheld device application (the "App"). Collectively, the Website and App are referred to as the Platform.
Our return policy allows you 5 days from the date of delivery to initiate a return request.
Customer Cancellation
As a standard practice, the Buyer is generally not permitted to cancel an Order once it has been placed. However, the Buyer may opt to cancel an Order within five minutes of placing it. Nonetheless, Masqati retains the discretion to refuse any refund to the Buyer for a cancellation initiated within this five-minute window, based on the Buyer's past cancellation record.
Should the Buyer choose to cancel their Order after the initial five minutes, Masqati Dairy products reserves the right to impose a penalty equivalent to 100% of the Order amount as compensation for breaching the terms of the contract. In such instances, Masqati Dairy Products may opt not to refund the Order value if the Buyer's Order was prepaid, or recoup the penalty from the Buyer's subsequent Order if the initial Order was postpaid.
Masqati Dairy Product reserves the right to levy a penalty for Orders that are necessitated to be canceled by Masqati Dairy Product due to reasons beyond Masqati's control. These reasons may include, but are not limited to:
- Incorrect or out-of-range delivery address provided by the Buyer.
- Failure to reach the Buyer via phone during the delivery time.
- Inability to deliver the Buyer's Order due to insufficient information, directions, or authorization from the Buyer during delivery.
- Unavailability of all items ordered by the Buyer at the time of placing the Order.
In the rare circumstance that an item within an Order becomes unavailable, Masqati will promptly contact the Buyer using the provided phone number to notify them of the unavailability. In such cases, the Buyer will have the option to cancel the entire Order and receive a refund of up to 100% of the Order value.
Refunds
For prepaid Orders, the Buyer may qualify for a refund. Masqati reserves the right to deduct the penalty owed by the Buyer from the refundable amount. Additionally, if the packaging of an item in an Order or the entire Order is tampered with or damaged, and the Buyer declines to accept it upon delivery for this reason, the Buyer may be entitled to a refund of a proportionate value.
In cases where Masqati fails to deliver the Order due to reasons within its control, the Buyer may be eligible for a refund of up to 100% of the Order value. However, such refunds will be evaluated on a case-by-case basis by Masqati.
Our determination regarding refunds shall be conclusive and binding.
All refund sums will be credited to the Buyer's account as per the chosen payment method within 2-7 business days.
Shipping
Once an Order is placed, shipping will take place within 2-5 Hours depending on the delivery location and the availability of the items in the Order. Buyers will be notified via email or SMS once the Order has been dispatched.
Masqati will strive to ensure timely delivery; however, unforeseen circumstances such as weather conditions, strikes, or other disruptions may affect shipping timelines. In such cases, Buyers will be informed promptly.
