Our goal is full satisfaction of our customers with their purchases. We are proud of the quality and selection of goods offered in the network of MASTERHAUS, while customer service is our main priority. Kindly follow the instructions specified below and we will be pleased to help you return your purchased goods.
Return policy for the Online store
Goods can be returned within 15 calendar days, unless noted for specific exceptions in our return policy. Money refund will be based on your selected method of payment (credit card, Epay, Bank transfer or Cash on delivery). Original transport costs will be deducted against the refund amount, unless return of goods is attributable to a mistake on behalf of MASTERHAUS Online. Kindly NOTE that all products shall be returned in good sales condition, in a non-compromised package to ensure refund of the full amount .
Return options for goods purchased form the Online store:
1. Return to the stores of MASTERHAUS
For your convenience any products purchased from MASTERHAUS Online can be returned to any of our stores nationwide.
- A credit note shall be issued upon return. For goods returned to the stores of MASTERHAUS courier services are not payable;
- Be sure to have with you the invoice original and all associated documents for the purchase.
2. Via a courier
Complete the goods return form, and add reasons for claim, the date when you would like the goods to be picked by a courier.
- Amounts will be refunded upon receipt of goods at our warehouse;
- Transport costs for return of goods shall be for the client, unless such return is attributable to a mistake on behalf of MASTERHAUS Online.
Preparation of goods to be returned via a courier
- Complete the goods return form
- Carefully pack the product in its original packing and add all components, consumables and instruction manuals.
In case of more than one product being returned, kindly ensure that these include all components, consumables, instruction manuals and parts of the original packing of the product. Should you have any queries regarding place, address or return, kindly call the customer service center at phone number: 070010321
Exceptions from the product return policy for the Online store
- Damaged items: Items damaged due to improper use on behalf of the client;
- Return of goods that contain hazardous materials: These are materials prohibited for shipment by courier;
- Gift cards: MASTERHAUS Gift cards cannot not be returned or paid for or exchanged for cash (unless required by the law), cheque or credit. Gift Cards cannot be used as a means of payment for any credit or loan account, or for tools rental deposits;
- Blinds: Custom-made blinds made according to customer’s dimensions;
- Colored latex, toned according to customer’s inquiry;
- Personalized products: Custom-made products, such as paint samples cannot be returned.