Refund Policy

1. This policy sets out the returns policy for goods or services purchased through the online store operated by MASB Enterprises Ltd

2. To be eligible for a return, your item must be unused and in the same condition that you received it, and it must be in the original packaging. We will apply a 30% restocking fee for unwanted goods.

3. Some types of goods are exempt from being returned for a refund where they are perishable (e.g. food, flowers, newspapers, magazines) or where they are intimate or sanitary goods (like underwear), or where they are hazardous materials or flammable liquids or gases.

4. Other types of services cannot be returned for a refund, for example where the service begins as soon as you make the payment (e.g. a downloadable software product) or a gift card or gift wrapping service, opened or used items are also not refundable.

5. Under the Consumer Contracts Regulations, if you change your mind about a purchase you have made within 14 working days after the date of delivery, you are entitled to a refund of the original purchase price for the goods or services you wish to return, minus a 30% restocking fee. You will not be entitled to a refund of the cost you incur in returning the item to us.

6. Our standard returns policy entitles you to a refund of the purchase price minus a 30% restocking fee if you change your mind (i.e. the goods or services provided are not faulty amd were described properly) within 14 working days. 

7. If the item you purchased was faulty or did not work properly, or you think the item was not as described in the item description, please contact us first before requesting a refund as we may be able to resolve your problem to your satisfaction. As MASB Enterprises Ltd has no control over the couriers delivering the goods, we cannot guarantee items outer boxes, we do not accept returns for this reason as you are purchasing the product, not the items contained within.

8. Where you would like to return a physical product you have purchased, please contact us to let us know that you will be returning the item. To obtain a refund for a non-physical product (like a service) please contact us for further information about how this can be done.

9. Once your return is received and inspected we'll contact you to let you know whether your refund will be processed or not, and credit your original method of payment, within 30 days. If the item is used or opened and not faulty we will not issue a refund.

10. If you haven't received a refund yet where we have told you we have issued one, please check your bank account or card statement to make sure it hasn't been received and then contact your bank as some banks or card companies take a number of days to credit your account.

11. Pre orders cannot be cancelled, these items are bought in specially for customers and we will incur customs fees which still have to be paid, should the item be caught in customs and experience an unreasonable delay, we will authorise a refund with a 30% charge due the costs listed above..

12. If an item you purchased was purchased with a discount voucher, then we will only refund the amount that you paid (and not the amount the item was listed for).

13. If an item you purchased was in a sale then it may not be eligible for a refund if you have changed your mind. If you are in any doubt please contact us before making the purchase.

14. If you change your mind before shipping, any refund will be subject to a 30% deduction for the card fees we will not be refunded for by your Bank and the associated costs of purchasing the goods.

15. As we cannot control the behaviour of couriers, we do not guarantee boxes.

16. Our dolls are not guaranteed to be perfect and therefore we do not accept returns or refunds from people who claim to be display collectors.