Refund policy
Refund/Replacement Requests for Damaged, Broken, and Incorrectly Sent Items
All Master Creations products are sold with a 60-day Guarantee against damage during shipment and fulfillment errors. Customers who receive damaged or broken products, or who receive the wrong items, will have 60 days after delivery of their product to request a refund or replacement. Requests made outside of this window will not be honored.
What Qualifies as Damaged or Broken:
- Cracked, broken, or otherwise malfunctioning sprayers.
- Cracked or leaking bottles.
- Component failure in electronic fragrance oil diffusers.
Initiating a Request:
To start a refund or replacement request, you can contact us at info@mastercreationsinc.com. In your message, please include the following:
- Your Name
- Your Order Number
- Photos of the damaged/incorrect items in the exact condition they arrived in.
- Photos of the box your order arrived in, including at least one wherein the shipping label is clearly visible.
- A photo of the packing slip that was included in your shipment (Proof of Purchase) Please ensure the entire packing slip is visible and legible.
For Damaged Items:
If your request is approved, we will email you a prepaid return shipping label which you can use to send the damaged product(s) back to us. Once we receive your return and verify that the damage occurred during the initial shipment of your order, we will either (and at our discretion) issue you a refund for the purchase cost of the item to your original payment method OR send you a replacement at no additional cost. Refunds will be issued to your original payment method and may take up to 10 business days to process.
For Incorrectly Sent Items:
Once your request is received and approved, we will email you a shipping label to return the incorrectly sent items. All items being returned must be unopened, unused, and effectively packaged to prevent damage during the return shipping process. Items that show use or are damaged during the return shipping process will not be accepted, and no replacements will be issued in such cases.
Once your return is received, we will inspect it for damage and let you know if your request was approved or not. If approved, we will send the correct item(s) to you at no additional cost. Alternatively, you can request a refund for the items you're owed if you no longer want them. Refunds will be issued to your original payment method and may take up to 10 business days to process.
Refund/Replacement Requests for Missing Items
All Master Creations products are sold with a 60-day Guarantee against damage during shipment and fulfillment errors. Customers who received their shipment but are missing items will have 60 days after delivery of their product to request a refund or replacement. Requests made outside of this window will not be honored.
Initiating a Request
If your shipment was delivered and is missing items, please send a message to info@mastercreationsinc.com that includes the following:
- Your Name
- Your Order Number
- Photos of the items you received in the exact condition they arrived in.
- Photos of the box your order arrived in, including at least one wherein the shipping label is clearly visible.
- A photo of the packing slip that was included in your shipment (Proof of Purchase). Please ensure the entire packing slip is visible and legible.
Once your request is received, our loss prevention team will open an investigation into your order with the following possible resolutions:
Your Package Was Tampered With During Shipment:
Master Creations Inc. holds no liability or responsibility for tampered mail. If your order is determined to have been tampered with during shipment, we will notify you via email and include instructions on how to file a mail theft claim with the service that shipped your package. In this case, no refunds or replacements can be issued.
Your Order Was Packed Incorrectly:
If we determine that your order could not have possibly been tampered with during shipment and that we are at fault for not packing your order correctly, we will issue you a refund for the cost of the missing items. Refunds will be issued to your original payment method and may take up to 10 business days to process.
Not Enough Evidence:
If we cannot validate your claim that your items were missing from your shipment using the evidence provided, we will notify you of this decision via email. You will have 7 days from this notification to submit an appeal with additional evidence to prove your case. If no further communication is received during this 7-day window, your case will be closed, and no refunds or replacements will be issued.
Undelivered Orders:
If your shipment was not delivered, please send a message to info@mastercreationsinc.com that includes the following:
- Your Name
- Your Order Number
Lost (Undelivered) Packages:
Should your package be lost during shipment, we will either:
- Issue you a full refund for the purchase cost of your items and any shipping costs paid.
- Reship your order at no additional cost.
Misdelivery:
The following circumstances are considered misdeliveries for which Master Creations Inc. holds no responsibility or liability:
- Your order is shipped to an address where you no longer reside or receive mail.
- Your order is delivered to an address different than the one you provided.
In either of these cases, no refunds or reshipments can be issued, and you will need to begin a misdelivered mail search with the provider that shipped your order (UPS or USPS).
Returned to Sender:
In the event your order cannot be delivered to the address you provided and is returned to us, we will notify you immediately via any email addresses and phone numbers you've provided to us for contact.
In the event your order then has to be reshipped to a different address, you will be responsible for all additional shipping costs, regardless of whether your order initially qualified for free shipping.
If 60 days pass without contact from you regarding your order, we will restock your items and issue you a refund for the full purchase amount of your order minus the cost of the initial erroneous shipping label. You can also request this refund at any point after your order has been returned to us. In either case, refunds will be issued to your original payment method and may take up to 10 business days to process.
Return Requests Due To Customer Remorse:
Customers who are dissatisfied with their purchase for reasons other than those outlined above will have 60 days after the delivery of their order to request a return. Requests made outside of this window will not be honored.
Please note that all items being returned must be unopened, unused, and in the original condition they arrived in. Items that have been opened, used, or altered in any way will not be accepted, and no refunds will be issued in such circumstances.
Initiating a Request:
To request a return due to customer remorse, please send a message to info@mastercreationsinc.com that contains the following:
- Your Name
- Your Order Number
- Your reason for requesting a refund.
- A photo of the items you received in the exact condition they arrived in.
- A photo of the packing slip that was included in your shipment (Proof of Purchase). Please ensure the entire packing slip is visible and legible.
Once your request is received and approved, we will email you a shipping label to return your unwanted items. All items being returned must be effectively packaged to prevent damage during the return shipping process. Items damaged during the return shipping process will not be accepted, and no refunds will be issued in such cases.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, we will issue you a refund for the original purchase amount of the item(s) you were dissatisfied with, plus any applicable taxes. No shipping charges paid by the customer will be refunded for cases of customer remorse. Refunds will be issued to your original payment method and may take up to 10 business days to process.
Exceptions / non-refundable items:
Currently, all items in our online store are eligible for replacements and refunds with two exceptions; we cannot issue refunds or replacements for discounted items or gift cards.
Refunds:
We will notify you once we’ve received and reviewed your request, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your refund, please contact us at info@mastercreationsinc.com.
Exchanges:
Master Creations Inc. does not offer exchanges, only refunds or replacements as outlined above. If you’re looking to make an exchange, the fastest way to get the items you want is to make a return, receive a refund, and then purchase the desired items on a new order.
Abuse of This Policy:
Master Creations reserves the right to refuse services to any customer we deem to have abused this refund policy. In such cases, no further orders will be accepted, and any attempted orders will be canceled and refunded to the original method of payment.
What constitutes abuse of this policy?
- Requesting a return due to customer remorse more than two (2) times within a twelve (12) month period.
- Requesting a refund or replacement for missing items more than four (4) times within a twelve (12) month period.
- Requesting a refund or replacement for damaged or incorrectly shipped items more than eight (8) times within a twelve (12) month period.