Masch Return & Exchange Policy

At Masch Atelier, we take great pride in handcrafting unique, high-quality pieces with care, creativity, and true craftsmanship. As a small, local business, every item is designed with intention and attention to detail. To continue doing what we love while maintaining fairness and transparency, we’ve implemented the following return and exchange policy.

These policies are designed to protect the integrity and quality of our products and ensure all clients are treated equally and respectfully.

Return Timeframes

• Online Orders: Return requests must be made within 7 working days of receiving your order.

• In-Store Purchases: Return requests must be made within 3 days working days of the purchase date.


Unfortunately, we are unable to accept returns outside of these timeframes.

Return Eligibility Requirements

To be eligible for a return, all the following conditions must be strictly met. If any requirement is not fulfilled, the item will not be eligible for a refund or exchange:

• Proof of Purchase: A receipt or valid digital payment confirmation must be provided to verify the purchase date and transaction.

• Unused Condition: Items must be in new, unused, and unworn condition with no signs of wear, use, damage, or alteration.

• Original Packaging: All original packaging; including boxes, dust bags, pouches, tags, and inserts must be included and in perfect condition.

• Product Integrity: Items must be returned in a condition suitable for resale. We reserve the right to deny a return if an item appears worn, handled excessively, or have traces of other contents.


Non-Returnable & Final Sale Items

The following items are non-returnable and not eligible for refund or exchange.

1. Sale Items

Products purchased on sale or at a discounted price, including those from promotional campaigns, brand collaborations, sample sales, end-of-season or end-of-range markdowns—are considered final sale and cannot be returned or exchanged.

2. Jewellery

For hygiene and safety reasons, jewellery items cannot be returned or exchanged. Even if the item appears unworn, we cannot guarantee it has not meet skin, making it unsuitable for resale. 

3. Masch EAU DE PARFUM

Due to hygiene regulations, perfume cannot be returned or exchanged once opened or used. Once removed from packaging or the spray activated, the product is considered compromised. Exposure to air, skin, or environmental elements can affect its composition and safety, making it ineligible for resale. We do not accept returns or exchanges on any opened or used fragrance products.

Exchanges

We currently offer exchanges for product fulfilling all eligible requirements within the specified return timeframe, for the following option:

-The requested replacement item is in stock.


- Store credit or gift card may be issued instead. 

Exchanges are processed once the original item has been inspected and approved.

Faulty or Incorrect Items

If you have received a faulty or incorrect item, please contact us within 48 hours of product arrival or unboxing. Include your order number, proof of payment and clear photos showing the issue. We will review and resolve the issue as quickly as possible, either through replacement, repair, or refund—depending on the situation and product availability. Please issue inquiry through email: info@masch.co.za

Processing Time for Returns

Once your return is received has been inspected, you will be notified of the approval or rejection of your refund. If approved, your refund will be processed to your original payment method within 5–10 working days, depending on your bank or payment provider.

Please Note: Shipping costs are non-refundable, unless the return is due to an error on our part (e.g., a faulty or incorrect item).

Customer Responsibility

Customers are responsible for:

• Ensuring returned items are securely packaged to avoid damage in transit.

• Covering return shipping costs, unless otherwise agreed.

• Retaining proof of return postage and tracking number.


We recommend using a tracked and insured shipping method for your return, as Masch is not responsible for lost or damaged return parcels.

Leather Handbag Warranty & Care Instructions

At Masch, we stand behind the quality and craftsmanship of our leather handbags. If you experience any issues with your product, please notify us as soon as possible, and no later than 6 months from the date of purchase. To report a problem, you may contact us via any of the following channels:

• Direct Message on Instagram: @masch_atelier
• WhatsApp: 081 306 903s or Call
• Email: info@masch.co.za


Products reported within this 6-month period will be assessed to determine whether the issue is due to a manufacturing defect or normal wear and tear. Reports made after 6 months without sufficient physical evidence will be considered as resulting from normal use. This is because external factors and handling over time can affect the product, making accurate assessment difficult.

Warranty Coverage

This warranty covers manufacturing defects. However, it does not cover damage caused by:

• Normal wear and tear

• Alterations made to the product by the customer or third parties.

• Negligence, misuse, or abuse of the product

• Failure to follow recommended care and maintenance instructions.

• Damage due to lack of proper maintenance


Please note that damages arising from these excluded causes are not eligible for repair. 

To qualify for an assessment:

-Provide proof of purchase. (receipt or digital transaction to confirm 6- month eligibility)

-Contact us by using one of the provided channels

Once we have received the necessary information, out team will assess the situation and advise on the best course of action and next steps.

We do not accept same-day inquiries for in-store purchases without prior communication or written confirmation.

Please note that the product owner is responsible for any courier fees related to transporting the item to and from the Masch premises.

Standard feedback time is 2-3 working days.

Failure to adhere to these guidelines will result in the immediate decline of your request.

Leather Care Instructions

It is important to us that you know how to properly care for your Masch pieces so you can enjoy them for many years. Here are some essential tips based on frequently asked questions:

• Keep the leather clean: Brush off any dirt or grime with your hand first, then wipe the leather surface gently with a damp cloth at least once a week.

• Avoid soaps or cleansers: Do not use soaps, detergents, or any cleaning products on the leather.

• Avoid excessive moisture: Do not let your leather get very wet. If it does, dry it slowly at room temperature—never use heat or direct sunlight to speed up drying.

• Proper storage: Store your handbag in a breathable environment. Avoid plastic bags or containers, which trap moisture. Keep it away from direct sunlight.

• Avoid contact with cosmetics: Perfumes, hand creams, and other cosmetics can stain leather. If spills occur, clean immediately with a damp cloth.

• No harsh chemicals: Do not use products like Scotchgard unless they have been specifically tested and approved for your leather.

• Special note on saffiano leather: Light-coloured (especially off-white) saffiano leather is more susceptible to color transfer from darker clothing or objects. This staining is permanent and cannot be restored. While saffiano leather resists normal scratches, hard friction or sharp objects can damage the top finish irreparably, as it is full-grain leather.

• Natural aging: Genuine leather naturally develops character over time, changing color and texture with normal use. Proper care will ensure your MASCH leather product ages beautifully and lasts a lifetime.


If you have any questions or need further assistance with your handbag or leather care, please don’t hesitate to contact us. We appreciate your trust in Masch and are committed to helping you enjoy your unique piece for years to come.