Returns

Returns - MASGAMES

Returns - MASGAMES

At MASGAMES, we strive to provide accurate product descriptions supported by numerous photographs, sketches, and additional information to ensure the success of each purchase. However, we understand that expectations may not always be met. If you are not satisfied with your order upon receipt or if the product does not meet your expectations, you can initiate a return as long as it is within 14 natural days from the date of receipt.

Contact

Our after-sales team is here to assist you in resolving any issues. You can reach out to us via the following email: info@masgames.com, or you can also call us at +34 935 686 506 or message us on WhatsApp at +34 650 501 140.

Return Conditions

  • We cannot accept returns for products that have been assembled.
  • Both the product and its packaging must be in suitable condition (if the product was delivered on a pallet, it must be returned in the same condition).
  • We will not accept returns if the product is incomplete, manipulated, or damaged.
  • It's important that the product is accompanied by all its accessories, instructions, and relevant documentation.
  • Returns will only be accepted within 14 natural days after receiving the product.
  • Presentation of the purchase invoice is necessary to process the return.
  • Returns do not apply to personalized, screen-printed, or installed products.

Return Procedure

The return process involves transportation costs being covered by the customer, in accordance with Article 44 of the Law 7/1996 of January 15, Retail Trade Regulation.

If you meet the mentioned criteria, please send us an email with the following information:

  • Name associated with the order
  • Order number or invoice number
  • Product you wish to return
  • Contact phone number
  • Pickup address if different from the one on the invoice
  • Reason for the exchange or return

Please refrain from initiating the return of the product without first receiving confirmation from us.

Upon receiving the item in our warehouse, we will proceed to verify its condition. If it meets the appropriate criteria, we will process the refund of the item's cost within a maximum period of 14 days. However, transportation and handling expenses will not be reimbursed.

Please note that during the Kings' Day and Santa Claus season, the period for requesting a return will start from January 6th.

Issues and Defective Products

At MASGAMES, we understand that issues and defective products can arise. Below, we provide information on how to handle these situations optimally:

Damaged Packaging

If the packaging shows visible damage such as dents, breaks, or moisture, we recommend you note this on the carrier's delivery note. Do not refuse the delivery, but ensure you take pictures of the damages and attach them to the delivery note. You have 24 hours from receipt to communicate this issue to us. This will enable us to expedite the claim process and ensure compensation, as the product is insured during transportation.

Defective Product

If the product has defects or is in poor condition despite the exterior packaging being intact, please notify us within 24 hours of receipt. It's crucial to provide us with photographs of the damaged parts. If the product requires assembly, please refrain from assembling it until the issue is resolved.

Missing or Incorrect Parts

If you discover that parts are missing or you've received incorrect parts, you can utilize the warranty within 14 days after receiving the product. In such cases, you have the option to request pickup of the missing parts from our store or have them shipped to your designated address. The first shipment will be free, but subsequent shipments will incur shipping charges.

Procedure for Reporting an Issue

It's important to note that returns will not be accepted in the following cases:

  • The product or its packaging show damages (if the product was delivered on a pallet, it must be returned in the same condition).
  • The product is incomplete, manipulated, or damaged.
  • Accessories, instructions, or other documentation are missing.
  • The 14-day window for returns has elapsed.
  • The purchase invoice is not included.

If you meet the requirements, kindly request authorization to proceed with the return. Please refrain from sending the product back without receiving confirmation from us.

Return Address

C/. Tona, 14. Pol. Ind Montguit
08480 - L'Ametlla del Vallès (Barcelona – Spain)

Once we receive the item in our warehouse, we will proceed to verify its condition. If it meets the specified conditions, the refund for the item's cost will be processed within a maximum of 14 days. Please note that transportation and handling expenses will not be reimbursed.

If desired, you can use the European Union's dispute resolution platform to address any conflicts that may arise.