Returns and Refunds

Mashru produces in limited quantities, with many pieces made against confirmed demand. Returns and refunds are therefore not offered as a standard policy.

European Union, EEA & United Kingdom

Customers in the European Union, European Economic Area, and United Kingdom may have a statutory right to return eligible online purchases within 14 days of delivery, where applicable.

For Mashru, this applies only to eligible ready-stock pieces. Made-to-order, pre-order, customised, altered, personalised, or specially produced pieces are not eligible for return, unless required by applicable law.

Eligible requests must be submitted through the Return Form within 14 days of delivery. Damaged, incorrect, or faulty item concerns must be submitted within 48 hours of delivery.

International Orders

For international orders, returns and refunds are not accepted for change of mind, incorrect size selected by the customer, preference changes, natural variations, or characteristics of handcrafted and small-batch production.

A resolution may be considered only where the issue is due to an error on our side, including a damaged item, incorrect item, incorrect size dispatched by us, or confirmed manufacturing fault. Such requests must be submitted through the Return Form within 48 hours of delivery.

Made-to-Order & Pre-Order

Pre-order pieces are treated as made-to-order pieces unless stated otherwise. Made-to-order, pre-order, customised, altered, personalised, or specially produced pieces are not eligible for return, refund, or cancellation once confirmed, unless required by applicable law or approved by Mashru due to an error on our side.

Return Form

All return, damage, incorrect item, or faulty item requests must be submitted through the Return Form within the applicable timeline. The request must include order details, clear photographs or videos of the concern, and packaging images where relevant.

Submitting the form does not guarantee approval. Requests are reviewed by Mashru and may require inspection before any resolution is confirmed. Items returned without prior approval may not be accepted.

Return Conditions

Returned pieces must be unused, unworn, unwashed, unaltered, and in original condition, with all tags, labels, packaging, and accompanying materials intact.

Pieces showing signs of wear, scent, stains, damage, alteration, washing, or use after delivery will not be accepted. Mashru is not responsible for damage caused by improper return packaging.

Natural Variations

Natural dye markings, tonal shifts, irregular dye effects, colour depth, texture variation, weave differences, and surface character are not considered faults. Slight differences caused by screen settings, photography, lighting, individual fit preference, or natural material behaviour are not grounds for return, refund, or exchange.

Approved Resolutions

Where a request is approved, Mashru may offer an exchange, repair, replacement, store credit, refund, or another suitable resolution, depending on the concern, product availability, inspection outcome, order type, and applicable law. Replacement pieces or sizes may not always be available due to limited production.

Return Shipping & Costs

Return shipping costs, duties, taxes, customs charges, brokerage charges, and other return-related costs are the responsibility of the customer unless otherwise required by applicable law or expressly stated by Mashru.

Original shipping charges, duties, taxes, customs fees, payment processing charges, and other non-refundable costs may not be refunded unless required by applicable law.

Refunds

Refunds are not offered unless required by applicable law or approved by Mashru after review. Approved refunds will be processed to the original payment method. Timelines may vary depending on the bank, card issuer, payment gateway, or payment provider.