At MASARIMA, we are committed to delivering premium skincare products with the highest quality standards. Due to the personal and hygienic nature of skincare products, we have a limited replacement policy to ensure the safety of all our customers.
Returns
For hygiene and safety reasons, MASARIMA does not accept returns once a product has been delivered.
We are unable to accept returns for:
- Opened or used products
- Products purchased by mistake
- Change of mind
- Personal preference regarding fragrance, texture or results
- Skin reactions due to individual sensitivities (we recommend a patch test before first use)
All purchases made on www.masarima.com are considered final unless they qualify under our Replacement Policy.
Replacement Eligibility
We will gladly provide a free replacement if you receive:
- A damaged product
- A leaking product
- A defective product
- An incorrect product
- A product damaged during transit
Replacement requests must be submitted within 24 hours of delivery.
Requests received after this period may not be accepted.
How to Request a Replacement
To initiate a replacement request, please email us at care@masarima.com with the following:
- Order Number
- Full Name
- Contact Number
- Clear photographs of the product
- Photographs of the outer packaging
- Photograph of the shipping label
- A complete unboxing video recorded from the moment the sealed package is opened until the product is fully inspected
The unboxing video helps us verify transit-related damage and ensures a fair replacement process.
Important Requirement
A continuous unboxing video is mandatory for all damage, leakage, missing item or incorrect product claims.
Claims submitted without an unboxing video may not be eligible for replacement.
Replacement Approval
Once your request has been reviewed and approved, we will:
- Arrange a free replacement of the same product.
- Dispatch the replacement within 24–48 business hours.
- Share a new tracking number once shipped.
Replacement is limited to the same product originally ordered.
Replacement Not Applicable
Replacement requests may not be approved if:
- The request is made after 24 hours of delivery.
- The product has been used extensively.
- The product was damaged due to misuse, mishandling or improper storage.
- The claim is made without sufficient supporting evidence.
- No unboxing video is provided.
- The shipping address provided was incorrect or incomplete.
- The package was accepted despite visible external damage without notifying the courier.
Refund Policy
MASARIMA currently does not offer refunds for successfully delivered products.
Refunds are only processed if:
- An order is cancelled before dispatch.
- A prepaid order cannot be fulfilled by MASARIMA.
- A replacement cannot be arranged due to stock unavailability.
If a refund is approved, it will be processed to the original payment method within 5–7 business days.
Order Cancellation
Orders may be cancelled only before they are dispatched.
Once an order has been shipped, cancellation is no longer possible.
Skin Compatibility
Our products are formulated for daily use and are suitable for most skin types.
However, every individual's skin is unique.
We strongly recommend performing a patch test before first use.
MASARIMA cannot guarantee identical results for every individual and is not responsible for individual skin sensitivities or allergic reactions.
Contact Us
For any questions regarding replacements or order issues, please contact us.
MASARIMA
A Brand of IC25 Innovation Pvt. Ltd.
Registered Address
709, Surat Digital Valley
Surat – 394105
Gujarat, India
Email: care@masarima.com
Customer Support: +91 88665 11220
Business Hours
Monday – Saturday
10:00 AM – 6:00 PM (IST)
Closed on Sundays and Public Holidays.
Policy Updates
MASARIMA reserves the right to update or modify this Return & Replacement Policy at any time without prior notice. Any changes will be published on this page and become effective immediately upon posting.
