Refund Policy

Returns, Exchanges, and Refund Policy

Please take the time to check out the terms and conditions of our returns before making a purchase online.

Our Policy Returns will not be accepted unless you have emailed sales@masterjackets.com with your reason for return – and have had a reply.

Order Confirmation Once you place the order with us, we will send you an email regarding your size confirmation. You have to acknowledge that email within 24 hours and reply to us with your size. Once you confirm, we will process your order.

No refund, return, or exchange will be entertained once your desired jacket (in your confirmed size) is delivered to you.

If you do not reply to our email regarding size confirmation within 24 hours, we will process your order on time, and you will not be eligible for any refund, return, or exchange.

Sale Items During the busy season, dispatch times for orders may vary for up to one week.

Items on sale are deemed final and cannot be refunded or exchanged unless your original order is out of stock. If the sale item is faulty, you may either exchange it or receive an online credit.

Please note that shipment/courier charges are non-refundable as we offer free shipping.

Return and Exchanges If you are not happy with an item you have received, we will issue you the amount when you return the item to us in the manner set out below. Items can be exchanged – unless it is a sale item.

We do not provide refunds unless your original order is out of stock.

If you would like to exchange – contact customer support for the return address.

Please send your parcel back to the address provided by customer support following the same format. Please ensure that you fill out your returns form with the order number and tax invoice number. We are not responsible for duties, taxes, or any other fees when sending back to us.

You must return your items within 5 days from the date your order was delivered to you.

Items must not be worn, altered, or washed.

Items must be returned in a new and unused condition and have all tags and original packaging attached.

Please note that shipping charges or any related expenses (customs fees, etc.) cannot be refunded.

Please note all shipping or other charges for returns are at the customer’s expense.

Until the returned item is received at masterjackets.com, it is your responsibility. We recommend using track and trace.

We offer a maximum of 1 exchange(s) after your original order.

Faulty Items If we cannot repair or replace the item, then a refund will be issued. We will only refund if the original product/s are out of stock.

Re-delivery All delivery methods require a signature from the customer upon receipt of the parcel. If there is no one available to accept your order, you will need to contact the relevant carrier to arrange pick-up (often from the carrier’s depot) or re-delivery. masterjackets.com accepts no liability for any loss, damage, cost, or expense (including any indirect or consequential loss or damage) to you or any other person that is caused by missed deliveries or re-delivery.

Package the return items along with your completed returns form and send it to the address provided by customer support at your own expense.

Until an item is received at masterjackets.com, it is your responsibility.

Lost packages = tears, so Track n Trace!!!

Refunds We do not offer refunds unless your original product/s are out of stock. If you change your mind about the item you purchased, we can offer you an exchange for something else or issue you an online credit.

If you want a refund (where applicable), exchange, or online credit, it must be done within 5 days from when the order was delivered to you.

Order Cancellation You can cancel the order within 2 hours after placing the order.

Why is the Cancellation Fee charged? A Cancellation Fee is charged to compensate for the slot, time, and effort incurred in processing an order. Once you place the order and your payment is approved, we start processing your order immediately.

The Cancellation/dispute fee charged by our payment processor “PayPal” shall be either equivalent to or less than the charges borne by “PayPal” on account of the cancellation fee of an order by customers.

The cancellation/dispute fee of 1.50% or 13.00 NZD or 25.00 NZD or 15.00 NZD may apply.

See PayPal Dispute Fee: https://www.paypal.com/us/business/paypal-business-fees#statement-19

Also See: https://www.paypal.com/us/legalhub/paypal/pocpsa-full#pocpsa-full-10

Refund and Processing Time If your package arrives at masterjackets.com within the 5-day timeline specified above, your refund (where applicable) or exchange note will be processed within 24 hours (excluding weekends and public holidays). You will be notified via email to the email address listed on your account when this transaction has taken place.