Refund policy

RETURN POLICY

At Masco Beauty, our goal is to make your shopping experience as pleasant and efficient as possible. Please read our return and exchange policy below, and keep in mind our exclusive satisfaction guarantee to ensure you're happy with your purchase.

Returns

If you are not satisfied with your order, you may return or exchange products within 14 calendar days of receipt, with a 100% money-back guarantee. The product must be unused and returned in its original packaging in perfect condition.

Please note:

  • Bundles or packs must be returned in full — they cannot be partially returned.

  • If your order included a free gift and you are returning the entire order, the gift must also be returned. Otherwise, the value of the gift will be deducted from the refund.

  • If your order included free shipping or a promotion on other products, the proportional value of those benefits will be deducted from your refund.

Products must be in perfect condition, unused, and in their original packaging.

Return shipping costs are the responsibility of the customer.

Once we receive and inspect the product, we will proceed with the refund (excluding original shipping costs).

Exchanges

If you wish to exchange a product for another (e.g., a different scent or model), please ensure that the item is in perfect condition, unused, and in its original packaging.

We will coordinate a simultaneous pickup and delivery: the courier will deliver the new product while collecting the one to be exchanged.

This service will be managed cash on delivery, and the customer will cover the associated costs of:

  • Exchange handling

  • Pickup and delivery logistics

How can I request a return or exchange?

To arrange a return or exchange, please contact us by email at hello@mascobeauty.com, providing your name, email address, and order number.

We will confirm the address to which the product should be returned. Once we receive and verify the product’s condition, we will process the refund and notify you by email.

What if the product is incorrect, defective, or damaged?

No worries — we will handle everything quickly and at no cost to you. Your satisfaction is our priority.

Please contact hello@mascobeauty.com with your order details and a brief explanation, and we’ll resolve the issue as soon as possible.

Returns or exchanges are free of charge, except for shipments from the Canary Islands, Ceuta, Melilla, Andorra, the United Kingdom, the United States, Norway, Canada, and Brazil due to customs processes. In these cases, the customer may return the product via the method of their choice, and we will process the refund upon receipt.

The first three returns or exchanges per year are free. From the fourth onward, a €5.90 fee will apply, which will be deducted from your refund or charged at the time of the exchange.

Order Cancellation

Customers may cancel their order and receive a full refund if the order has not yet been shipped. Please contact us as soon as possible via our contact form or by email at hello@mascobeauty.com, including your details and order number.

You have the right to withdraw from the purchase contract within 14 calendar days, without giving any reason and without incurring any costs other than those outlined in Articles 107.2 and 108 of Spanish Royal Legislative Decree BOE-A-2014-3329. You can exercise this right by completing the withdrawal form below.

If a customer repeatedly requests returns or complains of product issues, Masco Beauty reserves the right to refuse future shipments to that customer.

WITHDRAWAL OR COMPLAINT FORM TEMPLATE

The customer may notify a complaint or withdrawal request by email to hello@mascobeauty.com or by postal mail to the address provided in the form.

Please copy, complete, and send the following form:

To the attention of:
MascoBeauty Company SL
C/ Topacio 4, 26140, Lardero, La Rioja
Email: hello@mascobeauty.com

  • Product:

  • Date of purchase:

  • Customer name:

  • Customer address:

  • Customer signature (only if submitted on paper):

  • Date:

  • Reason for the complaint:

After-Sales Support

We offer an after-sales service to help resolve any issues related to our products or shipping. Our team is here to provide the fastest and most effective support possible.

You can contact us through any of the following methods:

  • Phone: +34 613 370 668

  • Email: hello@mascobeauty.com

  • Mailing Address:
    MascoBeauty Company SL
    C/ Topacio 4, 26140, Lardero, La Rioja – Spain