Refund policy

Return and Refund Policy

At Massalia Beauty, we’re committed to ensuring your satisfaction with every purchase. If something isn’t quite right, we’re here to help. Please review our policy below for details on returns, refunds, and cancellations.

How to Submit a Return or Refund Request

If you need to request a return, please get in touch with us within 7 days of receiving your order at support@massaliabeauty.com.

Due to the nature of our products, we do not accept returns for a refund to original payment method. However, for approved return requests, we are able to offer a store credit that will be applied to your account and can be used on a future purchase.

When reaching out, please include:

  • Your order number

  • Photos of the issue (if applicable)

We aim to respond to all inquiries within 7 business days.

Once your return request is approved, we’ll provide instructions on how to send the item back to our facility in its original packaging.

Please note: We cannot accept unconfirmed returns. Please wait for our approval before returning any items.

For any questions or additional support, feel free to contact us at support@massaliabeauty.com.

How to Submit a Return or Refund Request

Conditions for Returned Items

Massalia Beauty will not grant a refund, store credit your account, or replace a produced product in case of:

  • Wrong Address – If you provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).

  • Unclaimed – Shipments that go unclaimed are returned to our facility, and you will be liable for the cost of a reshipment to yourself (if and as applicable).

  • Product is created, but not yet shipped - In case, you wish to cancel the order while it is still in the status "Accepted", but the product has already been prepared by the fulfillment team, we will not be able to cancel and refund the order. 

Refunds

If your return request is approved, we’ll issue a store credit to your account.
This credit will never expire and can be used toward any future purchase on our website.

Please allow 5–10 business days for the store credit to be processed and applied after approval.

If you have any questions, feel free to reach out to us at support@massaliabeauty.com.

Exceptions / Non-returnable items


Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), and personal care goods (such as beauty products). Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.