Return Policy

Hassle-free returns and exchanges

30-Day Return Policy

We want you to be completely satisfied with your purchase. If you're not happy with any item, you can return it within 30 days of delivery for a full refund or exchange.

30 Days

Extended return window

Free Returns

No return shipping fees

Easy Process

Simple return procedure

Return Conditions

Items Eligible for Return

  • Unused and unworn items
  • Items in original packaging
  • Products with all tags attached
  • Items returned within 30 days
  • Defective or damaged products
  • Wrong items delivered

Items Not Eligible for Return

  • Used or worn items
  • Items without original packaging
  • Products with missing tags
  • Personalized or customized items
  • Perishable goods
  • Items returned after 30 days
  • Damaged due to misuse

How to Return an Item

1

Initiate Return

Log into your account and go to "My Orders". Select the item you want to return and click "Return Item".

2

Package Item

Pack the item securely in its original packaging. Include all accessories, tags, and documentation.

3

Attach Return Label

Print the return label from your account and attach it to the package. Remove any old shipping labels.

4

Drop Off Package

Take the package to any authorized shipping location. You'll receive a tracking number via email.

5

Receive Refund

Once we receive and inspect the item, your refund will be processed within 5-7 business days.

Refund Process

Refund Timeline

Processing Time: 5-7 business days after we receive your return

Bank Transfers: 3-5 business days after processing

Credit Cards: 7-10 business days after processing

Mobile Money: 1-2 business days after processing

Refund Methods

Refunds are issued to the original payment method used for purchase. If the original payment method is no longer available, we'll contact you to arrange an alternative.

Shipping Costs

Return shipping is free for all orders. Original shipping costs are non-refundable unless the return is due to our error.

Exchanges

If you'd like to exchange an item for a different size, color, or product, follow the same return process and place a new order for the desired item. We'll process the return and new order simultaneously.

  • Same 30-day exchange window
  • No additional shipping fees
  • Quick processing
  • Size and color exchanges available

Special Cases

Defective Items

If you receive a defective item, please contact us immediately. We'll arrange for a replacement or full refund, including return shipping costs.

Wrong Items

If you receive the wrong item, we'll send the correct item immediately and arrange for the wrong item to be returned at no cost to you.

Damaged in Transit

If your order arrives damaged, take photos and contact us within 48 hours. We'll arrange for a replacement or refund.

Need Help?

Our customer service team is here to help with any return or exchange questions.

Phone Support

+263 (782) 879-972

Mon-Fri: 9AM-6PM

Email Support

returns@masinte.co.zw

24/7 response

Live Chat

Available on website

Mon-Fri: 9AM-6PM