Legal information
Withdrawal from your contract
Last updated: September 30, 2026
Order Cancellation, Returns, and Withdrawal
Binding rules: Terms §9 · Return and Refund Policy
Submit requests by email to support@masi.eu.
1. Return costs
The customer pays all return shipping and all associated return costs in every case. MASI does not pay or reimburse return shipping.
2. Unfulfilled order cancellation
Cancel before dispatch by email to support@masi.eu. MASI cancels only if the request reaches MASI before warehouse processing makes cancellation impracticable. Does not cancel future subscription renewals.
3. 14-Day Return Policy
Day after delivery of the last item = Day 1. 14 consecutive calendar days. Weekends and public holidays count. No extension.
Accepted only if: request by Day 14 · written MASI authorization and return address before ship · dispatch within 14 calendar days after authorization · unopened, unused, undamaged, complete, original packaging, original product seal intact · customer pays return shipping.
Outer shipping carton opening alone does not open the product seal. Late, unauthorized, or non-qualifying returns are rejected.
4. Procedure
- Request by email to support@masi.eu.
- Identify order and goods.
- Obtain authorization and return address.
- Dispatch within 14 calendar days after authorization.
- Retain proof of dispatch.
5. Voluntary-return refund
Accepted returns: product price refunded to original payment method. Outbound and return shipping not refunded.
6. Statutory withdrawal
Eligible consumers: 14 calendar days from day after delivery (weekends/holidays count; no extension). Send notice by email to support@masi.eu. Return goods within 14 calendar days after notice. Customer pays return shipping. Sealed product unsealed after delivery: withdrawal does not apply.
7. Defects
Email support@masi.eu with order number and evidence. Product remedy under conformity law. Customer pays return shipping.
8. Subscription cancellation
Return or order cancel does not cancel the subscription. Email support@masi.eu to cancel. Early Cancellation Amount if cancel 30-Day plan before the second Successful Charge, for initial-order discounts and welcome gifts or benefits only: Terms §8.
9. Model withdrawal notice
To: MASI SUNRISE, SLU — support@masi.eu
I/We withdraw from the contract for order ___ / goods ___ / ordered-received ___ / name-address-date ___