Return & Refund Policy

Cancellation Policy

  • Unpaid orders: Unpaid orders are automatically cancelled.
  • Cancellation before shipment: You may request a cancellation before shipment for a full refund. Please email hello@mastonhome.com.
  • Cancellation after shipment: An approved cancellation after shipment is eligible for an 80% refund.
  • “Label Created” status: Once an order reaches “Label Created” status, it cannot be cancelled. Please contact us for further details.
  • Delivery interception fee: If you request cancellation after shipment, the carrier (UPS/FedEx) will charge an interception fee of $18 per box.

Returns & Refunds

If your item arrives damaged, defective, or incorrect, please contact hello@mastonhome.com for assistance.

  • Returns without reason: Not accepted.
  • Returns due to quality issues: Replacement or refund after verification.
  • Non-quality returns: Eligible for an 80% refund.
  • Returns after the warranty period: Not accepted.

Return Address

If your return is authorized, our customer service team will provide the designated return warehouse address. Do not send an item to the address listed on our website or to its original shipping location without prior approval.

Non-Quality Returns

If you change your mind or order an item by mistake, you are responsible for return shipping costs, and a 20% restocking fee applies.

Assembly Issues

We do not accept returns based on subjective assembly difficulties unless the product is clearly defective and the defect is verified with photographs.

Multi-Box Products

If one box is damaged and you choose to return the entire set, return shipping costs for undamaged boxes will not be refunded, and a 20% restocking fee will apply to those boxes.

How to Request a Return or Refund

  1. Email hello@mastonhome.com within 30 days of receiving your order. Include your reason for the request and photographs for verification.
  2. Once your request is approved, we will provide the return address and return label instructions. Ship the item within 10 days of approval and provide its tracking information.
  3. Our warehouse will inspect the returned item. Once the return is confirmed, we will issue a refund to your original payment method within 6–10 days, depending on the payment method. Return shipping costs are refunded only for returns due to quality issues.

Return Conditions

  • Unauthorized returns will not be accepted.
  • Returns must be made within 60 days of receiving your order.
  • Items must be unused, unassembled, unaltered, undamaged, and have their original tags attached.
  • Items must be in their original condition and original packaging.
  • We are not responsible for return shipments lost or damaged in transit. Please keep your tracking receipt.

We are not liable for issues involving:

  • Items exposed to corrosive substances or chemicals.
  • Items that have been assembled, used, washed, altered, or damaged.
  • Damage caused by misuse, mishandling, poor maintenance, or natural disasters.
  • Items lost following an unauthorized address change requested by the customer.
  • Returns showing signs of modification, abuse, or damage beyond normal use.

Address Changes

  • Before shipment: Contact us immediately at hello@mastonhome.com to request an address change.
  • After shipment: Address corrections incur a fee of $21 per box.
  • Maston Home is not responsible for packages lost because the customer provided an incorrect address.

Exchanges

We do not currently offer exchanges. If you purchased the wrong item, please contact customer service to discuss a partial refund if you keep the item, or to request return instructions.

Wrong Item Received

If you receive the wrong item, contact us with photographs of the product, its SKU and barcode, and the tracking number. You may keep the item at a discounted price, or return it to request the correct item or a full refund.

Damaged Item Received

If your item arrives damaged, contact us with photographs of the damage, the SKU, and the shipping labels. Depending on the damage, we will offer a replacement, a full refund, or a partial refund.

Lost Packages

  1. Correct address: If your package is late, check with your neighbors and the carrier. If you still cannot locate it, contact us with your order and tracking numbers.
  2. Incorrect address: Maston Home is not responsible for packages lost because the customer provided an incorrect address.

Price Difference Policy

If an item’s price decreases after your purchase, you may request a refund of the difference within 5 days of purchase. This policy does not apply to clearance items or holiday promotions, including Black Friday and Cyber Monday.