Cancellation/Refund Policy

1. Can I cancel my shipment after booking?

Once a shipment is booked with Masha Art, cancellation is generally not permitted. If you have an urgent need to cancel, please contact our customer service team immediately. Cancellations may be considered on a case-by-case basis, but any freight charges already incurred will be non-refundable.

2. What if I need to change the details of my shipment after booking?

If you need to modify shipment details (such as the recipient’s address or the declared value), please reach out to us as soon as possible. Changes may be possible if the consignment has not yet been dispatched, but additional charges may apply based on the modifications requested.

3. What happens if my shipment is delayed?

Masha Art is not liable for indirect or consequential losses due to shipment delays. While we strive to deliver on time, delays caused by factors beyond our control (like strikes, natural disasters, or government inspections) do not qualify for refunds. For more information on our liability in case of delays, refer to our Terms and Conditions.

4. What if my shipment is lost or damaged?

In the event of a lost or damaged shipment, Masha Art’s liability is limited to a maximum of Rs. 100 per consignment unless you have opted for additional coverage through "Carrier Risk." If you have declared a higher value and paid the applicable surcharge, you may be eligible for compensation up to the declared value. Please note that fragile items and high-value goods have limited liability coverage.

5. How do I file a claim for a lost or damaged shipment?

To file a claim, please contact our customer service within 30 days of the shipment date. Claims made after this period will not be considered. Be prepared to provide all necessary documentation, including the consignment note and proof of the declared value.

6. Are refunds available if my shipment is undelivered?

Refunds for undelivered shipments are not granted if the failure to deliver is due to incorrect or incomplete information provided by the sender, refusal by the recipient to accept the package, or other reasons beyond Masha Art’s control. If the consignment is undelivered and remains unclaimed for more than one month, Masha Art reserves the right to sell the goods to recover dues.

7. What are the conditions for freight refunds?

Freight refunds may be requested within 30 days of the shipment date. However, refunds will not be granted in cases of Force Majeure, including but not limited to natural disasters, strikes, or government actions. Refunds are also not applicable for service failures resulting from inaccurate or incomplete information provided by the sender.

8. How will my refund be processed?

If a refund is approved, it will be processed within 7-10 business days after the claim is validated. Refunds will be credited to the original payment method used during booking.

9. What should I do if my shipment is held by authorities?

If your shipment is held by customs, excise, or other government authorities, Masha Art is not responsible for the delay or any associated costs. The sender will be responsible for any additional charges, fines, or penalties incurred due to insufficient documentation or misdeclaration.

10. How can I avoid issues with my shipment?

To ensure a smooth shipping experience, please provide complete and accurate information when booking, properly pack and label your items, and comply with all legal and regulatory requirements. Avoid shipping prohibited items, and consider additional coverage if your shipment contains high-value or fragile items.

For further inquiries or assistance, please contact us.