Customer Service
- Refund and exchanges
- If you have mistakenly purchased the wrong product Maseur will gladly give you a full refund within 7 days of purchase. Please contact our customer service team via the contact us page for details on how to return the product. Unfortunately, we are unable to offer refunds for any opened products.The customer is responsible for any shipping charges on returned goods unless the item(s) being returned are as a result of an error on behalf of Maseur (Maseur.com.au).
- Maseur takes care in packaging all orders securely, however, occasionally product boxes may be damaged whilst in transit, therefore we do not offer refunds on products if its box is damaged.
- Please contact Customer Service via the contact us page to obtain details on how to make a claim for refund or exchange.
- All claims are individually assessed and all approved returns are credited back to the original credit card used to make the purchase. We do not offer product exchanges, only refunds. Therefore, all approved returns are firstly refunded and then a new order is created.
- Online security
- Maseur uses the latest in encryption technology to ensure your details are secure. Maseur however is not responsible for any incorrect or inaccurate information caused by the internet user or for any of the equipment or programming associated with or utilised in the website or for any technical error or any combination thereof that may occur in the course of the use of the website including any omission interruption deletion defect delay in operation or transmission communications line or telephone mobile or satellite network failure technical problems or traffic congestion on the internet or website.
- Your Privacy
- Maseur respects your privacy and has policies in place with respect to using any data collected on this website. Your contact details are in safe hands - we will never sell or give your information to any other company and you are able to request any personal details we have on file. For email correspondence, we will offer easy opt-out options.
Maseur is proudly compliant to the Privacy Act (1988) and Spam Act (2004). - Shipping options & charges
- Maseur uses Australia Post e-Parcel for all deliveries. All parcels should be delivered within 7 working days.
All parcels having a tracking number and all parcels must be signed for. We therefore recommend that where possible you have your orders delivered to a work address to ensure your parcel can be signed for. If no one is available to sign for the parcel a card will be left at the delivery address. You will then be required to contact your local post office and arrange to collect the parcel. - Delivery is $9.95 AUD to anywhere within Australia and $12.95 AUD to New Zealand.
- Customer Satisfaction
- We hope you enjoy using your recently selected MASEUR purchase. However, if you are not completely satisfied with your purchase you can return the item within 14 days from receipt in its original condition and receive a full refund. You must however tell us within 7 days of receipt that you intend to return the item.
- If you return the item because of damage, defects or incorrect or incomplete delivery we will refund the price you paid for the item including delivery charges, GST and the delivery costs to return the item to our Distribution Centre. You must enclose a valid receipt for the return delivery costs.
- If you are returning the item for any other reason, you are required to arrange and pay for the delivery costs to return the item to our Distribution Centre. You should use a delivery service that requires a signature upon receipt. We will not be responsible for items returned but are lost in transit.
- Refunds will only be made as credits against the original credit or debit card used to purchase the item.
- We cannot accept a returned item where we reasonably believe the item has been used. In this case you will be notified that no refund is available and the return of the item to you will be at your cost.
- This policy is only applies to purchases made online and does not cover purchases made at a MASEUR retail stockist. Likewise purchases made online cannot be returned or exchanged at a MASEUR retail stockist.
