Refund policy

OVERVIEW

We want you to be satisfied with your purchase. This policy explains when a return, refund, or replacement is available, how to request one, and what to expect.

In short: we accept returns where a product arrives damaged, defective, or faulty, or where we have sent you the wrong item. Claims must be made within 7 days of delivery. Return shipping costs are the responsibility of the customer, except where the fault is ours or where applicable law provides otherwise.

This policy applies in addition to — and does not limit — any statutory rights you may have as a consumer in your country of residence. If you are in the United Kingdom or Canada, please read the dedicated sections below.

1. WHAT IS ELIGIBLE FOR A RETURN OR REFUND

We will provide a refund or replacement where:

  • The product arrived physically damaged in transit.
  • The product is defective or does not function as described.
  • You received the wrong item or an incomplete order.

To be eligible, the claim must be submitted within 7 days of the delivery date recorded by the carrier, and must include supporting evidence (see Section 3).

2. WHAT IS NOT ELIGIBLE

We are unable to accept returns or issue refunds in the following circumstances:

  • Change of mind, incorrect product selection, or a product not meeting subjective expectations, except where required by applicable law.
  • Partially used products or products with broken seals, for health protection and hygiene reasons.
  • Products damaged after delivery — including items dropped, spilled, exposed to heat or moisture, misused, or used contrary to the instructions and warnings supplied.
  • Normal variation in colour, scent, or texture between batches, or differences between the product and its on-screen appearance caused by your device's display settings.
  • Products purchased from another retailer or reseller. Only products purchased directly on www.massrutine.com are covered by this policy.
  • Packages confirmed as delivered by the carrier that are subsequently stolen or cannot be located (see Section 8).
  • Claims submitted more than 7 days after the delivery date, except where a longer period is required by applicable law.
  • Customs duties, import taxes, and handling fees charged by the destination country. These are levied by the customs authority, not by us, and cannot be refunded even where the goods are returned.

3. HOW TO SUBMIT A CLAIM

Step 1 — Contact us within 7 days of delivery. Email [EMAIL] with the subject line "Return Request – [your order number]".

Step 2 — Include the following:

  • Your order number and the email address used at checkout.
  • A description of the issue.
  • Clear photographs or video showing the damage or defect, the product itself, and the outer shipping packaging (including any shipping labels).

Step 3 — Wait for authorisation. Our customer service team will review your claim and respond within [X] business days. If your claim is approved, we will send you return instructions and the correct return address.

Do not send any item back before receiving authorisation. Returns sent without prior authorisation may not be processed or refunded, and we cannot guarantee they can be located or associated with your order.

Step 4 — Ship the item back. Return the product in its original packaging where possible, within [X] days of receiving authorisation. Use a tracked shipping service and keep your proof of postage — we cannot process a refund for a return that does not reach us and cannot be traced.

Step 5 — Inspection and resolution. Once we receive and inspect the returned item, we will confirm the outcome by email and process your refund or replacement.

4. RETURN SHIPPING COSTS

Reason for return Who pays return shipping
Product arrived damaged or defective Customer
Wrong item or incomplete order sent by us MASSRUTINE
UK statutory 14-day cancellation Customer (see Section 9)

Where we are responsible for the return shipping cost, we will provide a prepaid label or reimburse the cost of standard tracked postage on receipt of proof of payment.

5. REFUNDS

Approved refunds are issued to the original payment method used at checkout. We cannot refund to a different card, account, or payment method.

Refunds are processed within [X] business days of our receipt and inspection of the returned item. Please note that after we issue a refund, your bank or card issuer may take a further 5–10 business days to make the funds available to you. This processing time is outside our control.

Original outbound shipping charges are non-refundable, except where the return arises from our error or from a faulty product, in which case the full amount paid — including the original shipping charge — will be refunded.

If your order qualified for free shipping because it met the $100 USD threshold, and a partial return brings the remaining order value below that threshold, we reserve the right to deduct the applicable standard shipping fee of $6.00 USD from your refund.

Discounts, promotional codes, and gift-with-purchase items are applied proportionally across the order. Where a promotional item was received as part of a qualifying order that is subsequently returned in full, the promotional item must also be returned, or its retail value will be deducted from the refund.

6. REPLACEMENTS

Where a product arrived damaged or defective, you may request a replacement instead of a refund. Replacements are subject to stock availability. If the item is out of stock or has been discontinued, we will issue a refund instead.

Replacements are shipped at our cost and follow the standard delivery timeframes set out in our Shipping Policy.

7. ORDER CANCELLATIONS

Orders can be cancelled before they have been prepared for dispatch. Once an order has been packed, it can no longer be cancelled or modified.

To request a cancellation, email [EMAIL] immediately with your order number. Please note that a cancellation request is not confirmed until you receive email confirmation from our team.

If an order has already shipped, you may refuse delivery or follow the return process above where you are eligible under this policy or under your statutory rights.

8. LOST, STOLEN, OR UNDELIVERED PACKAGES

Packages confirmed as delivered. If a package is marked as delivered by the carrier but is stolen or cannot be located, we are unable to refund the order amount. We recommend checking with neighbours, building management, and your local carrier depot in the first instance, and filing a claim with the carrier where applicable.

Packages lost in transit. If your tracking shows no movement for more than 10 business days after dispatch, contact us at [EMAIL] and we will open an investigation with the carrier. Where a package is confirmed lost in transit, we will issue a replacement or a full refund.

Undeliverable or unclaimed packages. If a package is returned to us because the address supplied was incorrect, because delivery was repeatedly unsuccessful, or because import charges were not paid, we will refund the order less the original shipping cost and any return carriage charges incurred.

9. STATUTORY RIGHTS — UNITED KINGDOM

If you are a consumer resident in the United Kingdom, the following rights apply in addition to everything set out above, and take precedence over any conflicting term in this policy.

Right to cancel — 14 days. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order without giving any reason within 14 days from the day on which you (or a third party nominated by you, other than the carrier) acquire physical possession of the goods.

How to cancel. Email [EMAIL] with a clear statement of your decision to cancel, including your order number. You may use the model cancellation form below, but you are not required to do so.

Returning the goods. You must return the goods without undue delay and in any event no later than 14 days from the day you communicate your cancellation. You will bear the direct cost of returning the goods.

Your refund. We will reimburse all payments received from you, including the standard cost of outbound delivery — excluding any supplementary cost arising from your choice of a delivery method other than our least expensive standard delivery. Reimbursement will be made without undue delay and no later than 14 days from the day we receive the goods back, or from the day you supply evidence of having sent them back, whichever is earliest. Refunds are made using the same payment method used for the original transaction.

Diminished value. You are liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning.

Exception. The right to cancel does not apply to sealed goods which are not suitable for return for health protection or hygiene reasons where they have been unsealed after delivery.

Consumer Rights Act 2015. Goods supplied to you must be of satisfactory quality, fit for purpose, and as described. If they are not, you may be entitled to a repair, replacement, price reduction, or refund in accordance with that Act, including a short-term right to reject faulty goods within 30 days of delivery.

Model cancellation form

To: TOTHEMOON LLC (d/b/a MASSRUTINE), 5118 N 56th Street, Ste 200, Tampa, FL 33610, United States — [EMAIL]

I hereby give notice that I cancel my contract of sale of the following goods:

Ordered on / received on: __________ Order number: __________ Name of consumer: __________ Address of consumer: __________ Signature (only if this form is notified on paper): __________ Date: __________

10. STATUTORY RIGHTS — CANADA

If you are a consumer resident in Canada, you benefit from mandatory consumer protection rights under the legislation of your province or territory, including legal warranties of quality, durability, and fitness for purpose. Nothing in this policy limits or excludes any right, warranty, condition, or remedy that cannot lawfully be limited or excluded.

Residents of Quebec are advised that the Consumer Protection Act (Quebec) applies to their purchase, and that any provision of this policy which conflicts with that Act does not apply to them to the extent of the conflict.

11. CHARGEBACKS

If you have a concern about an order, please contact us before initiating a chargeback or payment dispute with your bank or card issuer. In almost all cases we can resolve the matter directly and considerably faster.

Where a chargeback is raised, we will respond with the order records, tracking information, and delivery confirmation held on file.

12. CHANGES TO THIS POLICY

We may update this Refund and Return Policy from time to time to reflect changes in our practices or for operational, legal, or regulatory reasons. The version in force at the time you place your order is the version that applies to that order. The "Last updated" date at the top of this page indicates when this policy was last revised.

13. CONTACT US

TOTHEMOON LLC (d/b/a MASSRUTINE) 5118 N 56th Street, Ste 200 Tampa, FL 33610 United States

Email: info@tutucagroup.com Website: www.massrutine.com

Customer service hours: 9:00 - 18:00 , Monday to Friday, EST We aim to respond to all enquiries within [7] business days.

Please do not send returns to the address above without first obtaining return authorisation from our customer service team.