Legal information
Refund policy
Last updated: September 30, 2026
Binding rules: Terms §9. This page is the operating summary.
1. How to request
Submit cancellation, return, withdrawal, defect, and refund requests by email to support@masi.eu.
2. Return costs
The customer pays all return shipping and all associated return costs in every case, including voluntary returns, statutory withdrawal, and returns of defective, damaged, incorrect, or non-conforming goods. MASI does not pay or reimburse return shipping.
3. Unfulfilled order cancellation
Cancel an unfulfilled order (before dispatch) by email to support@masi.eu. MASI cancels only if the request reaches MASI before warehouse processing makes cancellation impracticable. MASI voids or refunds that charge.
This does not cancel future subscription renewals. Use the Purchase Options and Cancellation Policy for renewals.
4. 14-Day Return Policy
The day after delivery of the last item in the order is Day 1. Day 1–Day 14 are consecutive calendar days. Saturdays, Sundays, and public holidays count. The Day 14 deadline is not extended.
MASI accepts a voluntary return only if all of the following are met:
- Request submitted no later than Day 14 by email to support@masi.eu.
- MASI authorizes the return in writing and provides the return address before shipment.
- Customer dispatches the authorized return within 14 calendar days after authorization (weekends and public holidays count; no extension).
- Each item is unopened, unused, undamaged, complete, in original product packaging, with original product seal intact.
- Customer pays all return shipping and associated return costs.
- The customer must use a trackable return service where available and provide MASI with the carrier name and tracking number promptly after dispatch. If tracking is unavailable, the customer must provide other reasonable proof of dispatch. The customer must retain all shipping receipts and proof of dispatch until the return and refund have been completed.
MASI rejects late requests, unauthorized returns, late dispatches, and items that fail the conditions above. Unauthorized shipments may be returned to the sender at the sender’s cost.
Accepted returns: refund of product price paid to original payment method. Outbound shipping and return shipping are not refunded.
Excluded: digital gift cards; supplied digital content; opened sealed supplements.
A product return does not cancel the subscription.
5. Return procedure
- Request by email to support@masi.eu.
- Identify order and goods.
- Obtain written authorization and return address.
- Dispatch within 14 calendar days after authorization.
- Retain proof of dispatch.
- The customer must use a trackable return service where available and provide MASI with the carrier name and tracking number promptly after dispatch. If tracking is unavailable, the customer must provide other reasonable proof of dispatch. The customer must retain all shipping receipts and proof of dispatch until the return and refund have been completed.
Do not send goods to MASI’s registered office or an unverified address.
6. Statutory withdrawal
An eligible consumer may withdraw from a distance contract within 14 calendar days starting the day after delivery (or last item if split; or first item for regular periodic deliveries under one contract). Weekends and public holidays count. Deadline is not extended.
Send notice by email to support@masi.eu. Return goods within 14 calendar days after the notice (weekends and public holidays count; no extension). Customer pays all return shipping and associated return costs.
MASI refunds product price paid and, if required by law, cheapest standard outbound shipping charged for the order. MASI may withhold refund until goods or proof of return are received. Return shipping is not refunded. MASI may deduct diminished value from excessive handling where law permits.
Does not apply to sealed goods once the product seal is opened after delivery, or to digital content supplied after required consent and acknowledgment.
7. Defects
Email support@masi.eu with order number, description, and evidence. MASI applies the product remedy required by conformity law. Customer pays all return shipping. MASI does not reimburse return shipping. Spanish consumer conformity period: three years from delivery where applicable.
8. Subscriptions
Order cancellation, return, delivery refusal, payment dispute, or chargeback does not cancel the subscription. Early Cancellation Amount: Terms §8.
9. Model withdrawal notice
To: MASI SUNRISE, SLU — support@masi.eu
I/We give notice that I/We withdraw from the contract for the following goods:
Order number: ___ · Goods: ___ · Ordered on: ___ · Received on: ___ · Name: ___ · Address: ___ · Date: ___