Shipping Cost
Shipping within Managua is free of charge. Shipping outside of the Managua area incurs additional charges. The service only includes delivery of the goods (not assembly). Pick up from our factory or showroom is available free of charge.
In-Stock
Items in stock at our showroom will be sent as is. Please inspect their condition prior to taking them as these might have a slight wear and tear on them.
Made-to-Order
Made to order items ship in 6 -8 weeks.
At MasayaCo, we take great care in crafting, packaging, and delivering your orders. However, we understand that some products may become damaged during transit due to external factors. Therefore, we recommend that you personally receive your delivery and carefully inspect for any damages. If goods are damaged during shipping or present factory defects, we offer product repair, replacement and/or refund options.
Return Policy
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.
Damaged Products
Products damaged during shipping are eligible for exchange or repair at no additional cost, if an item is damaged upon receipt, please take photographic evidence and send them to ventas@masayacompany.com or to our WhatsApp (+505 7550 1518) for further assistance.
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.
- 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.
Cancellation Policy
- 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.
Delivery
- Delivery Scheduling. All deliveries are scheduled ahead of time between the carrier and customer. Re-scheduling a delivery due to customer non compliance after the carrier has been programmed and has departed from the warehouse might be subject to additional charges and said charges are transferable to the customer.
- Delivery. Our services include delivery only (No installation or debris removal).
- Claims for damaged articles must be submitted within 5 days after the items were received.
Contact the Customer Service team at ventas@masayacompany.com