If, for any reason you are not satisfied with your order, you may exercise your right to return purchased products within twenty-one (21) days from the date on which you received them from Mastro. If the items are returned within this timeframe, we will exchange it or offer a refund based upon the original payment method. The refund is transferred by StyleHub Ecommerce Kft..Please note that made to measure items and upcoming season preorders that are made especially for you are an exception, and in case of these orders no returns, exchanges or refunds will be accepted.
To start a return process, please follow the steps below:
1.) Obtain a Return Goods Authorization (RGA) number
Click the button below to start the return proccess in which you can initiate product exchange or money refund. In this process you should indicate the products you wish to return and the products you wish to exchange. If you wish to exchange a product, please also indicate the desired exchange item. Please note that you can exchange the product only to the same style, but different color or size variation.
At the end you will automatically receive an RGA number which will be required in step 2.
Please note that the original items you wish to return has to fit the following criteria:
the products have not been used, worn, washed, modified or damaged;
the identification tag is still attached to the products with the disposable seal;
the products must be returned, complete and unused, in their original packaging (if you want to return a kit, it must include all of its components);
return items must be shipped back to Mastro within 21 days from the date the package was delivered to you.
reuse the original packaging materials to pack the returned goods to ensure its arrival in good condition
remove or cover previous shipping labels from the outside of the box (old addresses, labels, etc.)
close and tape the box securely to ensure it will not open during transit
please indicate the Return Goods Authorization Number (RGA) clearly on the outside of the box - this is important for identifying your return. Please don’t write or stick anything directly to the original retail packaging of the product (e. g. shoe box), put it into another box or wrap it the way it was delivered to you and write the RGA number on the outside. Failure to include the RGA number may result in return process delay or failure.
3.) Return the package to the following address
StyleHub Ecommerce Kft. / MASTRO,
Reference: - write here your RGA number -
Kápolna u. 11
Nemzetközi Kerámia Stúdió-bejárat a Végh Mihály tér felől 6000, Kecskemét
Returning the products is your responsibility and cost. Make sure you use a shipping carrier with who insures your products against theft or lost. Also make sure that your shipment is coming with a tracking number so that you can follow the shipment of your returned goods.
4.) Confirmation of the return
If you have fulfilled all requirements set forth above, Mastro will exchange or refund the price of the returned purchased products according to the methods and times of our standard refund procedure.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
You will be notified if the returned products cannot be accepted. In this case we will return the products to you within three (3) days in the conditions in which they were sent back to Mastro. If you do not wish to receive the products in the conditions in which they were sent back to Mastro, Vendor shall be entitled to keep the products and withhold the sums already received.
Please note that any duties, taxes and fees you have paid for the delivery of the purchased products shall not be refunded.
The refund procedure will begin after checking to ensure that the customer's return is in accordance with the Return Policy. If the return meet all requirements, you will receive an e-mail that the returned products have been accepted. Whatever form of payment you used (Credit or Debit Card, PayPal), the refund procedure will start within 7 days from when Mastro was informed of your decision to exercise your right to return the purchased products and once Mastro has checked that the return was carried out in compliance with the above conditions.
The form of the refund is:
PayPal, if the original payment was PayPal
Credit card refund, if the original payment was Credit Card
Bank transfer if the original payment was Cash On Delivery. In this case please include your bank account details in your original e-mail, so that we can send you back your refund via electronic bank transfer
The time period for refunding depends on the form of payment used. Refund time will depend on the e-wallet’s or card company’s policies. In the case of gifts, the refund of the sums paid for purchases will be made to the individual who made the payment.