Return & Refund Policy (EU Consumer Rights Compliant)
This policy applies to all purchases made directly through www.masterpan.eu. It does not affect your statutory rights under EU consumer law.
Your EU Right of Withdrawal (14 Days)
Under EU Consumer Rights Directive 2011/83/EU, customers have the legal right to withdraw from their purchase within 14 calendar days.
The withdrawal period expires 14 days from the day you receive the goods (or the last item in a multi‑item order).
To exercise your right of withdrawal, you must notify us of your decision within this 14‑day period by emailing import@masterpan.eu
Returns after the initial 14‑day EU withdrawal period are accepted as a commercial policy, subject to the conditions below.
Conditions for Returns
Returned items must:
- Be unused, brand new, and in resalable condition
- Be returned in original product packaging, including all accessories and inserts
- Be accompanied by proof of purchase (invoice or order confirmation)
Returns that show signs of use, damage, or missing packaging may be refused or partially refunded.
Return Shipping Costs
If you exercise your EU right of withdrawal (within 14 days):
- You are responsible for the cost of returning the goods, in accordance with EU law [europa.eu]
Original outbound shipping costs are refunded up to the value of standard delivery.
Return Shipping Process
We do not provide prepaid return labels.
Returns must be sent using a tracked courier service. We cannot accept responsibility for items lost or delayed in transit.
Refunds are processed only after the returned item has been received and inspected at our warehouse.
Final Sale & Non‑Returnable Items
The following items are not eligible for return or exchange, unless faulty or defective under EU law:
- Items marked Special Deals, Deal of the Day, Clearance, or Final Sale
- Discounted items where return restrictions are clearly stated at checkout
This does not affect your statutory rights regarding defective or misdescribed goods.
Damaged or Defective Items (EU Legal Guarantee)
If your item arrives damaged, defective, or not as described, EU consumer law entitles you to a repair, replacement, or full refund, including return shipping costs. [europa.eu]
Please notify us within a reasonable time by emailing import@masterpan.eu with photos of the issue, and we will arrange a resolution.
How to Request a Return
Email info@masterpan.com with the subject line “RETURN REQUEST”, including:
- Order number or invoice
- Reason for return (optional for EU withdrawal)
- Photos of the product in its original packaging
We will provide a Return Authorization Number (RA#) and return instructions. The RA# must be clearly marked on the parcel.
Refund Processing Time
Refunds are issued using the original payment method.
- Refunds are processed within 14 days of receiving the returned goods (EU requirement)
- Your bank or payment provider may take 5–10 business days to credit your account [europa.eu]
Cancellations Before Shipping
Orders are processed within 24–72 hours. If you wish to cancel or amend an order, please email us immediately.
Once shipped, orders fall under the return and withdrawal terms above.
Reseller Purchases
If you purchased a MASTERPAN product from an authorized reseller, their return policy applies. Please contact them directly.
If you have questions about your rights or our policy, contact us at import@masterpan.eu — we are happy to help.