Return & Cancellation Policy

At MasayaCo, we take great pride in the crafting of our products, ensuring the highest of qualities for each of our pieces. Please note lead times for made-to-order items before placing your order.

Return Policy

Great care is taken at the moment of crafting and delivering your products. However, we understand some products may become damaged during transit due to external factors. Therefore, we recommend that you personally receive the delivery of the items, carefully inspecting for any damage. If pieces are damaged during shipping or present factory defects, we offer product repair, replacement, or refund options.

Satisfaction guaranteed.

If you are not satisfied with your purchase, we are able to offer a refund (minus the shipping cost) within 7 days of receiving the product. A restocking fee of 15% based on the retail value of the item will be applied to cover the return shipping costs.

Customers are responsible for retaining the original packaging or supplying their own, equivalent packaging. The item must be received in a condition ready for resell - no damage, dirt, or scratches will be accepted.

Returns are refunded through the original form of payment. Please allow 3-4 weeks for processing after products arrive to our facility. Taxes charged are refunded in accordance to local laws.

Damaged Products

All of our shipments are insured. Products damaged during shipping are eligible for repair or exchange at no charge to you. Products will be delivered by one of our local carriers. For information on deliveries, feel free to call Customer Service at +506 4031-2911.

Items not eligible for return.

  • Custom furniture pieces or items sold as Final Sale. Pieces with custom upholstery, custom cushions, customer's own material.
  • Items purchased at our Outlet locations.
  • All floor models are purchased "as is".
  • Gifted items can only be returned for MasayaCo credit, minus applicable restocking fees.

Cancellation Policy

  • In stock items can be canceled within the first 3 days after purchase due to buyer's remorse.
  • Made to order items can be canceled within the first 3 weeks of purchase.
  • If canceled after these grace periods, buyers are subject to a 15% restocking fee.
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