Refund policy

1. Returns & Exchanges At MASQEZ, each piece is handcrafted with precision and care. Due to the artistic and bespoke nature of our wooden 3D artworks, we generally do not accept returns for "change of mind." However, your satisfaction is our priority.

2. Damaged or Incorrect Items (The "Wall Mask" Guarantee) If your artwork arrives damaged during shipping or if you receive the wrong item:

• Please inspect your order upon reception.

• Contact us within 48 hours of delivery at support@masqez.com or via WhatsApp.

• You must provide clear photos of the damaged item and the original packaging.

• We will arrange a replacement or a full refund at no extra cost to you.

3. Non-Returnable Items

• Custom-made or personalized orders (Bespoke designs).

• Items on clearance or "Sale" items.

• Damage caused by improper hanging or handling after delivery.

4. Refunds Once we inspect your claim, we will notify you of the approval. If approved, you’ll be automatically refunded on your original payment method within 10 business days.

5. Return Shipping For approved returns (other than damage), the customer is responsible for paying the return shipping costs. Shipping costs are non-refundable.