Return & Refund Policy
Thanks for choosing Masbrill. We guarantee All Masbrill Products are strictly tested by our quality inspector before delivery, if you need after-sales service, please contact us by email: Masbrillofficial@gmail.com.
After you email us to apply for a return, we will reply to you in 48 hours.
We offer a 30-day full money-back guarantee(minus shipping).
Items must be in usable and re-sellable condition. If the item is still functional but arrives back to us with any scratches, bites, dirt, strong odors, or hair, or missing components a $10 restocking fee will be deducted from your refund.
To avoid this fee, be sure to clean your item thoroughly before shipping.
Products damaged due to chewing/accident, alterations (ie. cut / trimmed collar, removing device from nylon) or misuse are not eligible for return or replacement.
30 Days Money Return Guarantee.
If your order arrives and it is not right, we will fix it, NO NONSENSE, we promise. Don't like the product or just not happy with it? You can return any new, unused and unaltered item within 30 days of delivery of your item. We will issue a refund to your original payment method or exchange the product for another one.
Within 30 days of delivery of the order, if the return is caused by the consumer, the consumer is responsible for the shipping fee. The specific fee is based on the express company you choose.
Within 30 days of delivery of the order, if due to our reasons, the goods received are damaged or not correct, the consumer is not required to bear the shipping fee for this reason.
Returns can be requested in these cases:
Buyer Remorse (Not satisfied with performance, Item doesn’t fit me correctly, Item doesn’t meet my expectations, etc)
Misinterpretation of Product Description (failure to fully read item details/descriptions/features)
Order Cancellation after the item already shipped out, even if you have not yet received the item
The customer bought the wrong one
The customer accidentally bought too many
The customer accidentally provided the wrong shipping address
Within 30 days of delivery of your item
Processing can take 7-14 Days once we receive it.
If you are shipping an item over $75, consider using a trackable shipping service or purchasing shipping insurance as we don’t guarantee that we will receive your returned item.
Since we are a small company, please let us know if you experienced any issue with the product. Any feedback will be greatly appreciated and will help us to improve and develop future products.
When Masbrill Pays For Return Shipping - Masbrill will pay for the cost of return shipping if the reason for return was the result of OUR error. Examples of instances may include:
Item arrived defective and cannot be fixed with a replacement part
We shipped out the wrong item
We shipped it to the wrong address
We shipped a duplicate order
Item malfunctioned during the 30-day returns period (Assuming the customer assembled the item properly per the instruction manual)
Refund Policy:
Returned products must be in new, unused condition and include the original box and/or packaging with all labels/cards included.
The item must have been purchased through masbrill.us
The return or exchange request is made within 30 days of the delivery of the order.
Once your return is received and inspected by Masbrill Company (usually within 48 business hours of receipt), your refund will be processed and a credit will be applied to your credit card or original method of payment. Please note that depending on your credit card company, it may take an additional 2-14 business days after your credit is applied for it to be posted to your account.
Within 30 days of delivery of your item, you are responsible for all shipping costs and other costs associated with getting your order back to our warehouse except if returns are for defective products, products that were not described accurately, or incorrect orders.
Masbrill can not render a refund unless the item is returned; it is the customer's responsibility to keep their return tracking slip from the carrier until the return/refund is processed. Masbrill is not responsible for returns that are lost by carriers. Any returns that arrive without customer details can not be linked to a customer profile. Any returns that are received without shipment payments rendered will be refused and returned to sender.
Please do not abuse this policy by ordering multiple (more than 2) of the same or similar item with the intention of returning the majority of your order. Please contact us if you are unsure of which Series you like before placing your order and we will be happy to help you narrow it down.
Return Shipping Options:
All shipments must be made prepaid; packages shipped COD will be rejected.
Any Refused, Undelivered, or Abandoned package will be subject to a $10 Service Fee.
When the Customer Pays For Return Shipping- In the case of a return due to customer error, return shipping is the customer’s responsibility and shipping charges are paid by the customer. Pre-paid return shipping labels are not provided in these instances. It is important to note that original shipping and handling costs will be deducted from your total refund, and any order offered with special shipping charges is subject to a deduction of our actual outbound shipping costs.
Return Process:
For items that arrive damaged or are defective, YOU MUST provide video/photos to support your claim that the item arrived damaged or is malfunctioning. If a customer refuses to or fails to send photos/video of a claimed malfunctioning/damaged item, this return will be treated as “buyer’s remorse” and the customer is solely responsible for shipping it back.
The customer is also vulnerable to the 15% of order amount restocking fee as well as any shipping charges the seller has paid out. If a customer claims an item is defective/damaged, the customer must provide proof prior to return, with no exceptions. Please submit photos/videos as an attachment (JPEG, PNG, MOV, PDF). DO NOT send links as these will not be opened or accepted.
Once we have received the approved returned item, we will review its condition. If the item is found to be defective, we will issue a refund.
Shipping to the Wrong Address
Please note that we ship an order at once. So, unfortunately, if we are given the wrong address by mistake, it usually is too late to make a change. Once the package is delivered to the address that was provided to us during checkout, we consider the order fulfilled.
In some cases where the wrong address was provided at checkout, the package is returned to us by the shipping company as undeliverable. If this happens, Masbrill can still ship the product to you, so long as you provide the right address and pay for the new shipping fees. However, if you’d like a refund instead, we can issue you a refund, just minus the original shipping cost.
Exchanges:
Need to make an exchange? After you process your return, simply place a new order for the exchange merchandise. That means you'll claim the inventory and get your new order fast!
You are still responsible for return shipping costs on your original order back to us.
We cannot accept exchanges if the item has been damaged due to chewing, accident, misuse, or alterations or if the item has been returned in such conditions.
Order Cancellation / Modifications:
If you change your mind, act quickly! We turn around and process orders extremely fast.
Orders can be modified or canceled only while their status is labeled "Order Received." Once an order has the status of "Order Processed," it cannot be canceled or modified, as the order has been processed by our warehouse and is in the queue to be shipped out.
If your order has been shipped, we will refund your payment when you send back the order.
To cancel your order, please contact us at Masbrillofficial@gmail.com.
NON-REFUNDABLE
We do have some items that are non-refundable such as Gift Cards and custom items. Other non-refundable charges are paid shipping and donations made at checkout (may appear as ‘Tip’).
If by chance your collar isn't as you ordered it (an error on our part) then we will replace it ASAP at our expense. If you made a mistake on your order, please let us know and we are happy offer a discount on a replacement.
90 Days Warranty
Within 90 days of the delivery of the order, if there is any quality problem (not man-made) with the product, we will provide free warranty service for parts replacement, but cannot accept refund. Refunds are only valid for 30 days from the date of the delivery of the order. After 90 days, we no longer provide any warranty service.
If your purchased item malfunctions or breaks within the warranty period, we will replace, at no charge, product or parts of a product that prove defective because of inappropriate material or workmanship, under normal use and maintenance. The warranty begins from the date of purchase and covers only one free replacement per purchased item.
The warranty does not cover products:
with physical damage, products damaged due to chewing/accident, alterations or misuse are not eligible for Warranty.
damage or failure that results from normal wear and tear,
Water enters the charging port,
cosmetic damage, such as scratches, nicks and dents,
defects of appearance, decorative or structural items, including housing and non-operative components,
lost products,
products in case of improper installation or use of not original Masbrill accessories,
products with signs of impact of foreign objects, misuse or improper storage.
Replacement warranty does not apply to promotional orders with a total discount greater than 30%.
We require troubleshooting at first to test the functionality of the product and to better understand whether a replacement is necessary. In many cases, troubleshooting will resolve the issue. We can ask for photos and videos to identify the problem. Please submit photos/videos as an attachment (JPEG, PNG, MOV, PDF). DO NOT send links as these will not be opened or accepted.
Exchange Processing flow:
Step 1:
Please contact us by email at Masbrillofficial@gmail.com, let us know your problem, and confirm the solution.
Step 2:
Take a picture of what you shipped and send it to us, as well as the tracking number. The maintenance fee depends on whether it is within the warranty. (please check the Warranty coverage)
Step 3:
We confirm the goods were returned and checked the problem. Please also email us your
specific contact details (name, cell phone number, detail address, ZIP code).
Step 4:
We will send the goods back to you.
Thank You For Your Cooperation!
We cannot accept exchanges if the item has been damaged due to chewing, accident, misuse, or alterations or if the item has been returned in such conditions.
MISSING ITEM(S)
Contact Masbrillofficial@gmail.com within 5 days of receiving your order. If the package appears tampered with, we encourage you to also submit a claim with the carrier.
Verify the packing slip which will list all items enclosed in your package/order. Should any items listed be missing from the package when contacting us please include photo verification of the following: packing slip, all contents from the package, and the shipping label.
We do ask to be notified immediately of any potential missing items. Should the order delivery date surpass 5 days and we have not received the verification requested, we will assume the order was received in accordance to our records and therefore we will be unable to offer any sort of compensation.
For the return address, please contact customer service by email to obtain the address.
More Information:
Email: Masbrillofficial@gmail.com