Refund Policy

Thank you for stopping at Masuto (operated under HDM Enterprises). We want you to be completely satisfied with your purchase. Because we operate as an e-commerce liquidation portal specializing in overstock, cleared stock, and end-of-season lots sourced via brand liquidators, our items are offered at highly competitive clearance prices. To maintain this value structure, ensure absolute digital security, and prevent inventory abuse, we enforce a transparent, highly secure, and strictly time-bound policy for all returns, exchanges, and refunds.

1. The 7-Day Verification Window

We accept return, refund, or size exchange requests within exactly 7 calendar days from the date our delivery carrier marks your package as “Delivered.” Once this 7-day window expires, the transaction is closed, and no requests can be processed under any scenario.

  • Concrete Calendar Example: If your package is officially marked as delivered to your address on 8th April 2026, you have until the end of the day on 15th April 2026 to submit a return request through our online portal. Requests made on or after 16th April 2026 will be systematically barred and will not be entertained under any circumstances.

2. Product Condition & Packaging Rules

To qualify for a size exchange or a refund, items must be returned to our facility in their pristine, original condition:

  • Unworn Status: The merchandise must be completely unworn, unwashed, unaltered, and entirely free of outdoor dirt, scuffs, sole friction, stains, or odors.
  • Original Packaging: The item must be returned inside its original brand box with all tags and internal packaging materials intact. Note: We acknowledge that due to the nature of procurement from brand liquidation channels, some external retail boxes may show minor structural scuffs or cosmetic wear. However, the product itself must be flawless.
  • Do not apply courier tape or shipping labels directly onto the brand box. Securely wrap the box in an external outer layer of paper or plastic packaging before handing it to the courier.

3. Automated Doorstep Quality Check (QC) & Pickup Scheduling

To ensure efficient processing, all reverse shipments utilize our integrated fulfillment platform’s automated Doorstep Quality Check (QC) protocol:

  • The delivery executive sent to pick up your package will physically inspect the product condition, soles, tags, and box alignment at your doorstep before accepting it. If the item shows clear signs of usage, the agent will decline the pickup on the spot.
  • The Three-Attempt Allocation Limit: Every approved return request is systematically allocated exactly one (1) reverse pickup ticket cycle, which includes up to three (3) distinct delivery agent attempts.
  • Customer Readiness & Postponements: Automated courier pickups are triggered immediately upon return approval. Customers must only submit a return request when they are fully prepared to hand over the package to a courier agent within the next 24 to 48 hours. Independent coordination or verbal delay requests made to individual courier drivers at your door do not pause the automated daily scheduling system.
  • Forfeiture of Window: If the reverse pickup closes as failed across all three automated attempts due to customer unavailability, unreachability, or multi-day postponements, the active ticket is permanently cancelled. No secondary reverse pickup ticket will be generated under any circumstances, even if the customer still has time remaining within their original 7-day calendar return window. Once the three allocated courier attempts are exhausted, the transaction is treated as finalized and non-reversible.

4. Mandatory Unboxing Video & Strict Authentication Security

While an unboxing video is not required for standard size adjustments, it is strictly mandatory if you receive a physically broken product or the incorrect item entirely. To protect our platform from cyber threats and fraudulent claims, the following protocols are enforced:

  • The Video Standard: You must record a continuous, unedited unboxing video showing the entirely sealed package being opened for the first time. The video must clearly display the shipping label and tracking AWB index before the seal is broken.
  • Submission Channels & Data Verification: Unboxing videos are exclusively accepted through our automated portal filters via two pathways:
    1. Via Registered Email: Emailed directly to support@masuto.in. The email must be sent from the exact registered email address used during order placement. The subject line must explicitly feature your Original Order ID and your Return Ticket ID. Videos sent from unverified, third-party, or non-registered email profiles are automatically rejected by our firewall.
    2. Via Official WhatsApp: Uploaded directly inside our verified automated WhatsApp customer thread from your registered mobile number.
  • Cybersecurity & File Safety Restrictions: For data integrity and system safety, we exclusively accept native, uncompressed video formats (.mp4, .mov, .avi). Any submissions containing compressed folders (.zip, .rar), external cloud download links, or executable files (.exe, .scr) will be systematically blocked by our server filters and flagged as a security violation. All received media files are strictly streamed inside a secure cloud sandbox layer.
  • Anti-Fraud Clause: Any attempt to utilize manipulated footage, recycled unboxing videos, or fraudulent damage claims will result in immediate cancellation of the return ticket, a permanent ban of the user profile from HDM Enterprises portals, and will be reported to the appropriate cyber fraud authorities.

5. Refund Architecture & Processing Timelines

If a returned product successfully passes our doorstep and warehouse quality checks, your refund will be executed seamlessly through our unified secure checkout engine:

  • Online Prepaid Orders: For orders completed online via credit card, debit card, net banking, or UPI, the refund is triggered directly to our master system dashboard upon warehouse verification. The funds will be automatically reversed back to your original payment source. Reversals typically reflect in your account within 5 to 7 business days, subject to standard banking clearance windows.
  • Cash on Delivery (COD) Orders: For orders settled via physical cash collection, the buyer must input an active UPI ID or functional Bank Account details within the secure fields provided by our online return interface when creating the return ticket. The customer explicitly acknowledges that the Company will execute the electronic transfer to the exact payment coordinates submitted in the return form. The Company does not mandate that the beneficiary bank account name match the website profile name; consequently, the customer assumes full responsibility for the accuracy of the destination details. Once the payout is successfully executed by our payment engine to the submitted coordinates, HDM Enterprises stands fully discharged of its refund liability, and no claims regarding non-receipt due to customer coordinate errors will be entertained.

Processing Fees: We do not deduct reverse logistics or restocking fees for qualified returns. You will receive a refund equal to the net product purchase price printed on your store invoice. All internal system reviews are completed within a maximum 72-hour administrative window from the time the package reaches our hub.

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