This page sets out the legal terms and conditions (“Terms & Conditions”) under which MASTT PTY LTD or its relevant affiliated company in your territory of residence sell any of the products (“Products”) listed on our website, mobile or tablet application, or any other platform (collectively referred to as “Website”) to you. We seek to comply with international standards in distance-selling and e-commerce at all times and if you have any concerns, please contact us.
Your order
By placing an order for Products through our Website, you are confirming that you intend to enter into a contract with us for the purchase of those Products. You place the order for your Products on the Website by clicking the ‘Confirm Order’ button at the end of the checkout process. During the checkout process, you will be asked to complete your payment details. All fields indicated as compulsory must be completed (which includes providing us with a valid phone number email address). We will then send you an email confirming receipt, the details of your order and the delivery costs which will be added to the purchase price (if applicable).
Please note that neither completion of the online checkout process nor our confirmatory email constitute our acceptance of your order. Our acceptance of your order will take place only upon receipt of full payment from you. You can review the orders you have placed and their current status at any time by visiting our Website and clicking on “Log In” at the top of the page followed by selecting “Track Your Order”.
If we cannot supply you with the Products you ordered for whatever reason, we will not process your order and will inform you of this. If you have already paid for the Products we will provide you with a full refund as soon as reasonably possible.
We accept payments online using Visa and MasterCard credit/debit card in IDR (or any other agreed currency).
Delivery
We can only process orders for delivery or collection within countries in which we are permitted to sell the Products. You may opt for the Products to either be delivered to your address.
Please note that delivery charges and timescales vary depending on the type of Products ordered, the service you select and the delivery address.
We will try our best to either deliver the Products to your address by the estimated delivery/collection date set out in our order confirmation email. If we are unable to meet our estimated delivery/collection date, we will contact you as soon as we can with a revised estimated date. We will inform you when the order is ready or has been delivered to your address, as the case may be. If you have opted for collection at one of our stores, you must collect the order within 7 days of notification that the order is ready. Upon delivery to your address and no one is available at the specified address at the time of delivery, our delivery company will contact you to arrange re-delivery. The Products will only be left with a third party (such as building caretaker or a maid) with your express authority.
All risk in the Products you order (including risk of loss and/or damage to the products) shall pass to you when they are delivered to the delivery address specified in your order, and we will NOT be liable for a refund or a replacement of the Products in the event the address you specified is incorrect. Occasionally, the supply of your Products may be delayed or prevented for reasons beyond our control (e.g. material shortages, import delays or higher than anticipated demand). Where this is the case, we will make every effort to keep you informed but shall be under no liability to you for such delay or failure.
Authorized Card Holder
You may place an order for Products on our platforms by selecting the Product(s) you wish to purchase, adding them to your basket, and then completing the checkout process (an “Order”). During the checkout process, you will be asked to provide a number of details. All fields indicated as compulsory must be completed in order for us to process your Order (which includes, providing us with your name, delivery address (if applicable), payment details (except where cash on delivery is selected), a valid telephone number and email address). Any personal information that you provide to us will be managed by us in accordance with the Privacy Policy. When you use a credit or debit card to pay for your Order, you confirm that the credit/debit card that is being used is yours or that you have been specifically authorized by the owner of the credit/debit card to use it. All credit/debit card holders are subject to validation checks and authorization by the card issuer. If the issuer of your payment card refuses to authorize payment to us, we will not be liable for any delay or non-delivery.
Returns / Exchange for Online Orders
For returns related to online purchases, all risk (including risk of loss and/or damage to the products) shall pass to you when they are delivered to the address specified in your order and we will not be liable for a refund or replacement in the event the address you specified is incorrect. Occasionally, the supply of your Products may be delayed or prevented for reasons beyond our control (e.g., material shortages, import delays or higher than anticipated demand). Where this is the case, we will make every effort to keep you informed but shall be under no liability to you for such delay or failure.
*Please note: We do not cover shipping costs for returned goods as this is at the sender’s expense. We also accept no responsibility for any additional costs, delays and loss of goods being returned. We will, however, send out exchanged items at our own cost.
General Return
We offer a seven (7) days discretionary return policy, under which you can request to return a product that you have purchased online and receive a refund of the purchase price of the product. If the full order is returned, you will be entitled to a full refund of the shipping fees incurred in the original order. This policy does not apply to defective or damaged products, which shall be returned under the Defective or Damaged Product Return Policy set out below.
Any return made under this policy must be received by us within seven (7) days of the date upon which you received your order.
This General Returns Policy is offered to make your online shopping experience easier. However, we monitor the number of returns made by customers and may refuse to accept requests for future orders at our discretion if goods are returned repeatedly.
This General Returns Policy does not apply if the product:
Please note the below return process of the product for a refund/exchange:
You must ensure that the returned product reaches us within 7 days of the date upon which you received your order. Any returned product that arrives at our returns facilities after this date will not be processed. Please note that any product that does not include the original invoice will not be processed. Furthermore, if you fail to include your invoice it will not be possible for our returns facility to link the received product to your account. It is therefore important to ensure that the original invoice is included to ensure that we can process your refund. We shall not be liable for any inability to process a refund where the required invoice was not enclosed.
All items which are returned will be assessed and validated before they are accepted for a refund. If you return a product otherwise not eligible for a refund under this General Return Policy, your claim for a refund will be rejected.
When your request for refund is approved, such refund will be made back to your original method of payment. For example, if you paid by credit card, a refund will be made to your credit card. If you paid by gift card, a credit will be added to the balance of your gift card. Please note that the refund processing time may differ depending on the method of payment used.
Customers who return items that are not part of Mastt inventory landscape will be contacted by Mastt to schedule a delivery at an additional fee. If the customer doesn't respond at any stage, Alshaya will have the legal right to dispose of the item in accordance with the applicable consumer law. After the object is destroyed, Mastt will not be held responsible or subject to any consequences.
Defective or Damaged Product Returns
All products purchased online are carefully inspected and packaged before shipment.
In the unlikely event that the products you receive are damaged or faulty on arrival or you receive an incorrect item in your order, or the product does not match the product description on our website or mobile application, you may return the product. Where your product qualifies for a refund, you will receive a full refund of the product price. If the full order is returned, you will be entitled to a full refund of the shipping fees incurred in the original order.
Any returned product that arrives at our returns facilities after the required return period may not be processed. Please note that any product that does not include the original invoice may not be processed. Furthermore, if you fail to include your invoice, it may not be possible for our facility to link the received product to your account. It is therefore important to ensure that the original invoice is included to ensure that we can process your refund. We shall not be liable for any inability to process a refund where the required invoice was not enclosed.
Once we receive your item at the returns facility, you will receive an email to confirm the receipt of your returned items. All items which are returned will be assessed and validated before they are accepted for a refund. If the stated issue is not found in the product you return, or if you return an incomplete product, your claim for a refund will be rejected.
Subject to our assessment and validation process, you will be entitled to receive a full refund of the product price. If the full order is returned, you will be entitled to a full refund of the shipping fees incurred in the original order.
When you request a refund, such refund will be made back to your method of payment. For example, if you paid by credit card, a refund will be made to your credit card. If you paid by gift card, the credit will be refunded onto your gift card. Please note that the refund processing time may differ depending on the method of payment used.
Online Order Cancellations
If you wish to cancel your online order, you may do so by calling our Customer Services department during working hours and within one hour of having placed it.
If you paid by credit card or debit card, and you have canceled in accordance with this clause, then we will reverse the authorization or process a refund transaction (as the case may be) as soon as possible. However, we are not responsible for how long this will take to be reflected on your account as this is dependent on bank processing procedures.
Subject to local consumer protection laws applying in your country of purchase, please note that we cannot accept cancellations outside of the specified periods as the order will have been processed.
Refunds will be done only through the original mode of payment.
