Returns & Cancellations

Our pieces are more stunning in person, with the kind of quality that’s hard to capture in photos. If for any reason you'd like to initiate a return, we're here to help.

😃 Satisfaction Guarantee

If you are not satisfied with your purchase, we can offer a refund (minus the value for shipping) within 7 days from receiving the product.

A restocking fee of 15% based on the retail value of the item will be applied to cover return shipping costs. All returned items will be subject to 15% restocking fee and shipping is non refundable.

Customers are responsible for retaining original packaging or supplying their own equivalent packaging for all returns. The item must be in pristine condition to issue a refund.

📦 Shipping Fees

All returned items are subject to 15% restocking fee and shipping is non-refundable.

Returns are refunded to the original payment form for the merchandise price, minus the applicable return shipping fees. Please allow 2 to 3 weeks for credit processing after items are received at our facility. The timing of the refund may depend on the policies of your financial institution and method of payment used.

Taxes charged are refunded in accordance with local laws.

Gifted merchandise can only be returned for MasayaCo credit minus the applicable restocking fees.

Non Refundable items

Custom furniture and items purchased as final sale cannot be returned or exchanged.

Custom order production lead times are based on an estimate and will be followed up by the Sales and Customer Service teams.

MasayaCo does not accept returns or cancellations on the following items: custom orders, custom upholstery, custom cushions, or customer's own material (COM) pieces.

Any floor models purchased in our Showrooms are sold "as is”. These items do not have warranty and cannot be returned.

Important

We reserve the right to refuse refunds for fraudulent or defective returns, such as return label tampering, at our sole discretion. We do not issue monetary refunds for lost or misdelivered orders in lieu of replacements.

Cancellations

In-stock items cannot be canceled once received.

Made to Order items can be canceled within the first 2 weeks after purchase date due to buyer’s remorse (as expected lead times are 6-8 weeks).

If canceled after these grace periods, buyers are subject to a 15% restocking fee.

Cancellations will not be accepted on Made to Order items after 2 weeks.