Refund & Return Policy

Refund & Return Policy

At Massner, we want you to be completely satisfied with your purchase. If something isn't right, we're here to help.

Return Window

You have 14 days from the date you receive your order to request a return, in accordance with UK consumer law (Consumer Contracts Regulations 2013).

Return Conditions

To be eligible for a return, items must be:

  • Unused, unopened, and in their original packaging
  • In the same condition as when you received them
  • Accompanied by proof of purchase (order confirmation email or order number)

Please note: For hygiene reasons, ear plugs and nasal strips that have been opened or used cannot be returned unless they are faulty or damaged on arrival.

How to Initiate a Return

  1. Email us at info@massner.co.uk with your order number and reason for return.
  2. Our team will respond within 24 hours (business days) with return instructions and the return address.
  3. Package the item securely and post it back to us using the provided address.

Return Shipping Costs

  • Change of mind: The customer is responsible for return shipping costs.
  • Faulty or incorrect item: Massner will cover the return shipping cost. Please contact us before posting so we can arrange this.

Refund Process

  • Once we receive and inspect your returned item, we will notify you by email.
  • If approved, your refund will be processed to your original payment method within 5–10 business days.
  • Please note that your bank or card issuer may take additional time to reflect the refund in your account.

Exchanges

We do not offer direct exchanges at this time. If you would like a different product, please return your original item for a refund and place a new order.

Damaged or Faulty Items

If your order arrives damaged or you receive a faulty product, please contact us within 48 hours of delivery at info@massner.co.uk with:

  • Your order number
  • A photo of the damaged/faulty item
  • A brief description of the issue

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

Late or Missing Refunds

If you haven't received your refund within 10 business days of our confirmation email:

  1. Check your bank account or card statement again.
  2. Contact your bank or card issuer — processing times vary.
  3. If you've done both and still haven't received your refund, email us at info@massner.co.uk.

Contact Us

For any questions about returns or refunds:
Email: info@massner.co.uk
Phone: +44 7967 032929