Last updated: 1 October 2026
This Refund & Cancellation Policy applies to product enquiries and orders with Masalae LLP (“Masalae”, “we”, “us”, or “our”). Product details on this website are shared for enquiry purposes. An enquiry or quote request is not an order, and the website does not itself confirm a sale or payment.
1. Order-specific terms
The accepted quotation, pro forma invoice, purchase order, sales contract, or other written confirmation for an order may specify its payment, cancellation, refund, product, packaging, quality, delivery, and inspection terms. Those order-specific terms govern to the extent they address the matter. If they do not, we will review the request under this policy and applicable law.
2. Cancellation requests
Please contact us as soon as possible if you need to cancel or change an order. A request is not effective until we confirm it in writing. Whether an order can be cancelled, and whether any amount is refundable, depends on its status and the applicable order terms.
Before an order is accepted, an enquiry or quote request may be withdrawn without an order cancellation. After acceptance, costs may already have been incurred for procurement, processing, quality checks, packaging, custom specifications, freight, or other third-party services. Any cancellation or refund will take those costs, work completed, and the order terms into account.
3. Refunds and non-refundable costs
Where a refund is due, its amount will be determined under the applicable order terms and circumstances. Amounts relating to goods already supplied, work already completed, custom or specially procured goods, committed third-party services, shipping or other costs already incurred may not be refundable, except where required by applicable law or agreed in writing.
Nothing in this policy limits rights or remedies that cannot legally be excluded. Any advance payment, deposit, or other amount paid will be handled in accordance with the terms agreed for that order.
4. Product concerns, shortages, or damage
If goods appear damaged, short, or materially different from the agreed order specifications, please notify us promptly after receipt. Include your order reference, a description of the issue, and relevant supporting information such as photographs or inspection records. We will review the matter against the order terms and may, where appropriate, arrange a replacement, correction, adjustment, or refund as agreed or required by applicable law.
5. Delays and circumstances outside our control
Delivery or fulfilment may be affected by factors such as incomplete buyer information or approvals, transport or customs delays, regulatory requirements, supplier constraints, or events beyond reasonable control. We will communicate material issues where reasonably possible. The parties’ rights in these circumstances are governed by the applicable order terms and law.
6. How to submit a request
To request an order cancellation, refund, or review of a product concern, contact us through our Contact page. Please provide your name or company name, order or invoice reference (if available), payment date (if applicable), product, and reason for your request, along with relevant supporting information.
7. Refund processing
If a refund is approved, we will generally return it using the original payment method where technically and legally possible. Processing and posting times depend on the payment provider and financial institution.
8. Changes to this policy
We may update this policy from time to time. The current version and its “Last updated” date will be published on this page.
9. Contact us
For questions about this policy or an order, contact Masalae LLP through our Contact page. Contact details configured by the website administrator are shown there.