Our Quality Promise
Mas-custom guarantees the excellence of our products and your complete satisfaction. Should any item not meet your expectations, we will promptly address your concerns.
Return & Refund Policy Overview
We gladly accept returns within:
• 30 days for stock showcase / furniture
• 14 days for non-furniture / showcase items
To qualify, simply ensure your items meet these requirements:
✓ In original, unused and resalable condition
✓ With all original packaging and tags
✓ Include proof of purchase (order # or receipt)
Good to know:
• Original shipping fees are non-refundable
• Return shipping costs are the customer's responsibility
• Refunds processed after warehouse inspection (typically within 3-7 business days)
Exclusions apply to: custom orders, final sale items, gift cards, and outlet purchases. Orders placed before January 19, 2024 are not subject to refund as per the bankruptcy court decision Case No. 23-19159 . Please review the details here.
Ineligible Items
Certain items cannot be returned, exchanged, or canceled, including:
• Custom order items
• Final sale items / Clearance items
• Gift cards
• Outlet purchases
• Items used and/or damaged through normal wear and tear
How to Start a Return
If you would like to request a return, please contact our customer service team via Live Chat (located at the bottom right of the page) or Email (support@mascustom.com). Please provide your order number, item(s) to be returned, reason for return, and any supporting images.
1.Proof of purchase
A valid proof of purchase is required to issue refunds or merchandise credit for eligible items. We will accept all of the following as proof of purchase.
• Original paper or gift receipt
• Electronic receipt
• Original packing slip (with order number visible)
• Order number
2.Credits and Refunds
Once our warehouse confirms the returned item is in new, unused, and resalable condition with all original packaging, your refund will be processed:
• The item purchase price will be refunded in the original form of payment. Processing time: 3-7 business days after inspection. Where some or all of a purchase was made using a Gift Card or Store Credit, a new Gift Card or Store Credit will be issued, respectively.
• With a Gift Receipt, the item purchase price will be refunded by a Store Credit.
• Any shipping charges will not be refunded and customers are responsible for return shipping cost.
• Mas-custom reserves the right to refuse returns or exchanges of items that are not in as-new condition due to damage or misuse by the client.
3.Price Adjustments
Prior purchases are not eligible for price adjustments, regardless of whether the item has yet to ship.
4.Order Cancellation
Cancellation - Unshipped
You can cancel your order for a full refund before the order is set up for shipment. Please note that this does not apply to Custom Orders.
Cancellation - Shipped
You can cancel your order once it has been set up for shipment, however please be aware that the costs of both outbound and return shipping will be reduced from your refund amount. Please note that this does not apply to Custom Orders.
Cancellation - Custom Orders
Once a custom order has been placed, all costs of production have been incurred and therefore a cancellation is no longer possible and balance paid cannot be refunded.
Note: If a cancelled order contains a coupon code, this code is considered void and will not be reinstated. If an order is cancelled from which a code was generated, the refund amount will be adjusted accordingly.
If you have already received your order please refer to the Return Policy above as a cancellation is not longer available.
5.Custom Order
Custom Showcase Display, Furniture, Custom Art, Custom Curtains, and Custom Bedding are manufactured especially for you. Therefore, we cannot accept returns or exchanges.
However, if a custom item arrives with a manufacturing defect or with damage caused during transit, we will repair or replace the defective item or damaged area. If that is not possible, we will arrange an exchange. We reserve the right to determine the best course of action.
6.Defects or Damages
If an item arrives with a manufacturing defect or is damaged in transit, please contact Customer Service immediately via Live Chat (located at the bottom right of the page) or Email (
support@mascustom.com) and provide with your order number and photo evidence of the issue for faster and best resolution.
Motion Mechanisms Warranty: We provide a 18-month warranty on Motion Mechanisms(Includes jewelry/watch/cosmetic/perfume/optical/clothing/electronics showcase display and other retail showcase). This warranty does not cover any damage resulting from:
• Incorrect installation
• Unauthorized modifications
• Operation outside specified conditions
7.Important Disclaimers
•Delivery
Delivery services are available within the lower 48 states. We do not ship to Alaska, Hawaii or US Territories. All merchandise must be paid in full prior to delivery. It is the customer's responsibility to inspect all items before signing the delivery acknowledgment form. Delivery fees are non-refundable.
•Color & Finish
Due to the uniqueness and raw material used in some of our products, the color, finish and dye lot may vary on each item. In addition, exposure to light and temperature changes can affect the condition of your merchandise over time.
•Space Limitations
Customers are responsible for their space limitations. Please be conscious of passages that could cause delivery issues (e.g., stairwells, hallways, doorways, elevators, etc.).
•Oversize Fees
Items such as Showcase display, Furniture, Rugs, Mirrors and Art are in most cases large and heavy and oversize charges can apply. This charge is listed on the item page and is in addition to regular delivery and processing charges. Oversize fees are not refundable.
•Storage
Occasionally, our customers have requested to store their fulfilled Mas-custom order in our facility until they are able to accept a delivery. After 90 days, Mas-custom will consider the items abandoned. Mas-custom reserves the right to resell the items with no refund.
