Last updated: August 4, 2026

At Massawe, we want every purchase to be simple, transparent, and secure. Please review the policies below before placing your order. By purchasing from our store, you agree to the terms described on this page.

 

Shipping and Delivery

We carefully process each order and work with reliable shipping partners to deliver your products safely.

Most orders are delivered within an estimated delivery within 2–15 business days. Delivery times may vary depending on the destination, product availability, carrier operations, customs procedures, weather conditions, holidays, or other circumstances outside our control.

Once your order has been shipped, tracking information will be sent to the email address provided during checkout, whenever tracking is available.

Please make sure your shipping address is complete and accurate before submitting your order. Massawe is not responsible for delays or failed deliveries caused by incorrect or incomplete information provided by the customer.

If you notice an error in your shipping address, contact us as soon as possible. We cannot guarantee that changes can be made after an order has been processed or shipped.

 

Shipping Delays

Although we do our best to meet the estimated delivery timeframe, occasional delays may occur.

A delay does not necessarily mean that an order has been lost. Tracking updates may also take a few days to appear or may temporarily stop while a package is moving between distribution centers.

If your order has not arrived within the expected timeframe, please contact our support team so we can review the shipment and assist you.

 

Order Tracking

When tracking is available, you will receive a shipping confirmation email containing your tracking number or tracking link.

Customers are responsible for monitoring the tracking information and ensuring that someone is available to receive the package when necessary.

If the tracking information shows that the package was delivered but you cannot locate it, please check:

• Around your property or delivery area;

• With other members of your household;

• With neighbors, reception desks, mailrooms, or building management;

• Directly with the shipping carrier.

After completing these checks, contact us if you still need assistance.

 

Order Changes and Cancellations

To request a change or cancellation, contact us as soon as possible after placing your order.

We will make every reasonable effort to assist you. However, once an order has entered processing or has been shipped, it may no longer be possible to modify or cancel it.

Orders that have already been shipped must follow our regular return process.

 

Returns

We offer returns within 14 days after the date your order is delivered.

To be eligible for a return, the product must:

• Be unused and in the same condition in which it was received;

• Include its original packaging, accessories, manuals, and components;

• Show no signs of misuse, accidental damage, alteration, or unauthorized repair;

• Be accompanied by proof of purchase or the order number.

Before returning any product, you must contact our customer support team and receive return instructions. Products sent without prior authorization may not be accepted.

Return requests submitted after the 14-day period may be declined, except where required by applicable law.

 

Return Shipping Costs

For returns related to a change of mind, incorrect size selection, color preference, or another reason not caused by a product defect or Massawe error, the customer is responsible for the return shipping costs.

If you receive a defective, damaged, or incorrect product, Massawe will review the case and provide the appropriate solution. When the issue is confirmed, return shipping costs will not be charged to the customer.

Original shipping charges are non-refundable unless the return results from an error by Massawe or the product arrived defective, damaged, or incorrect.

We strongly recommend using a trackable shipping service when returning an item. Massawe cannot guarantee receipt of packages returned without tracking.

 

Non-Returnable Items

Certain products may not be eligible for return due to hygiene, health, safety, or customization reasons.

These may include:

• Personal-use or hygiene-related products that have been opened or used;

• Customized or personalized products;

• Gift cards;

• Digital products;

• Items marked as final sale or non-returnable;

• Products damaged through misuse, neglect, accident, improper installation, or normal wear and tear.

Any product-specific return restriction will be displayed on the relevant product page whenever applicable.

 

Refunds

After we receive and inspect your returned product, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method used for the purchase. The time required for the refund to appear in your account may vary depending on your bank, card issuer, or payment provider.

Massawe is not responsible for processing delays caused by financial institutions.

If a returned product does not meet the conditions described in this policy, the refund may be partially approved or declined.

 

Damaged, Defective, or Incorrect Products

Please inspect your order as soon as it arrives.

If your product is damaged, defective, incomplete, or different from what you ordered, contact us promptly and provide:

• Your order number;

• A description of the issue;

• Clear photographs or videos showing the product, packaging, shipping label, and problem.

Please keep the original product and packaging until the case has been resolved. We may request additional information to properly evaluate the issue.

Depending on the circumstances and product availability, the solution may include:

• A replacement;

• A refund;

• A partial refund;

• Replacement parts;

• Another appropriate resolution agreed upon with the customer.

 

90-Day Product Warranty

Massawe products include a 90-day limited warranty, beginning on the date the product is delivered.

The warranty covers manufacturing defects and functional problems that occur during normal and intended use.

The warranty does not cover:

• Accidental damage;

• Improper use or installation;

• Damage caused by water, impact, excessive heat, or external conditions;

• Normal wear and tear;

• Cosmetic damage that does not affect product functionality;

• Lost or missing products;

• Unauthorized modifications or repairs;

• Failure to follow the product instructions;

• Damage caused by incompatible accessories, chargers, power sources, or equipment.

To submit a warranty claim, contact our support team with your order number and clear photographs or videos demonstrating the problem.

After reviewing the claim, Massawe may offer a replacement, refund, partial refund, repair solution, or replacement component, depending on the nature of the issue and product availability.

This limited warranty does not restrict any consumer rights provided by applicable law.

 

Product Information

We make every reasonable effort to ensure that product descriptions, images, dimensions, specifications, colors, and prices are accurate.

However, product colors may appear slightly different depending on screen settings, lighting conditions, photography, and manufacturing variations.

Minor differences that do not affect the product’s main function are not generally considered defects.

Measurements may also vary slightly due to manual measurement or manufacturing tolerances.

 

Product Availability

All orders are subject to product availability.

In the unlikely event that a product becomes unavailable after an order is placed, we may contact the customer to offer:

• A suitable replacement;

• An alternative product;

• A full refund for the unavailable item.

We reserve the right to limit quantities, discontinue products, correct pricing errors, or cancel orders affected by inventory or technical issues.

 

Pricing and Payment

All prices are displayed in the currency shown on the website at the time of purchase.

Prices, promotions, discounts, and product availability may change without prior notice. The price confirmed at checkout is the price that applies to the order, except in cases of an obvious technical or pricing error.

Payments are processed through the secure payment methods available during checkout. Massawe does not directly store complete credit card information.

Customers are responsible for any taxes, duties, customs fees, or additional charges that may apply in their destination, unless otherwise stated during checkout.

 

Promotions and Discount Codes

Promotional codes must be entered during checkout and cannot normally be applied after an order has been completed.

Unless otherwise stated:

• Only one discount code may be used per order;

• Promotions cannot be combined;

• Discounts have no cash value;

• Promotions may have expiration dates, product restrictions, or minimum purchase requirements.

Massawe reserves the right to cancel or modify promotions in cases of misuse, fraud, technical errors, or circumstances beyond our control.

 

Refused or Undeliverable Packages

If a package is refused, unclaimed, or returned because of an incorrect or incomplete address, the customer may be responsible for additional shipping costs.

Any approved refund may be reduced by the original shipping cost, return shipping expenses, or other charges incurred as a result of the unsuccessful delivery, except where the issue was caused by Massawe or the shipping carrier.

 

Fraud Prevention

To protect our customers and our business, some orders may be reviewed before processing.

We may request additional information to verify the identity of the purchaser, billing details, shipping information, or payment authorization.

Massawe reserves the right to delay or cancel orders that appear fraudulent, unauthorized, suspicious, or inconsistent with our payment security procedures.

 

Privacy and Data Protection

Customer information is used only as necessary to process orders, provide support, improve our services, communicate important information, and meet legal or operational requirements.

We do not sell customers’ personal information.

Additional details about how information is collected, stored, and used may be found in our Privacy Policy.

 

Customer Support

Questions about orders, shipping, returns, refunds, or warranty claims may be sent to:

Email: support@massawe.com

When contacting us about an order, please include your full name, order number, and a clear description of the issue.

We aim to respond as quickly as possible during our regular customer support hours.

 

Policy Updates

Massawe may update these policies occasionally to reflect changes in our products, operations, services, or legal requirements.

The version published on this page at the time of purchase will generally apply to that order, unless a change is required by law.

By completing a purchase on Massawe, you confirm that you have reviewed and accepted these Store Policies.