Return & Exchange Policy

Last updated: 10 Aug 2025

This Return & Exchange Policy explains how returns, exchanges, and refunds are handled for purchases made through newmaseg.com and at New Mas head office & store. By placing an order, you agree to the terms below.

1. Eligibility Window

• Returns & exchanges: within 14 days from delivery (online orders) or purchase date (in-store), unless stated otherwise on the product page.
• Defective or damaged on arrival (DOA): notify us within 48 hours of delivery.

2. Conditions for Return

• Items must be unused, uninstalled, and unmodified (no cut cables, marks, missing screws, or accessories).
• Returned in the original, undamaged retail packaging, including manuals, accessories, and any gifts/bundled items.
• Include a valid proof of purchase (order number, invoice, or receipt).

New Mas reserves the right to reject returns that do not meet these conditions.

3. Non-Returnable Items

• Cut-to-length cables, customized or special-order items.
• Installed, wired, or used electrical components.
• Items with safety seals broken, missing serial/QR labels, or altered in any way.
• Clearance / final-sale items where noted.
• Software licenses and downloadable content.

4. Exchanges

• Like-for-like exchanges are subject to stock availability.
• If the requested item is of a different price, you will pay/receive the difference.
• Exchanges follow the same inspection criteria as returns.

5. Refunds

• Approved refunds are issued to the original payment method.
• Processing time: after we receive and inspect the item, allow 3–10 business days for the refund to appear (bank/issuer timelines may vary).
• Shipping, delivery, and installation fees are non-refundable, except where the item is confirmed defective or wrong due to our error.

6. Return Shipping & Pick-up

• For non-defective returns (change of mind, wrong selection), you cover return shipping and are responsible for safe packaging.
• For defective, damaged, or wrong items supplied by us, New Mas will arrange free pick-up or exchange after verification.

7. How to Start a Return/Exchange (RMA)

1. Contact us (details below) with your order number, product SKU/name, and reason.
2. For damage/defects, attach clear photos/videos of the item, packaging, and shipping label.
3. We will issue an RMA number and provide packing/collection instructions.
4. Pack securely; include all accessories and the RMA number inside the box.

8. Inspection & Approval

All returned items undergo quality inspection. If the item fails inspection (e.g., signs of use/installation, missing parts), we will return it to you at your cost or offer repair options if available.

9. Incorrect / Missing Items

Report any wrong or missing items within 48 hours of delivery. Keep the outer carton and inner packing until we complete the investigation.

10. Warranty

Where applicable, products are covered by the manufacturer’s warranty. Warranty handling may be through New Mas or an authorized service center, depending on brand policy. Warranty does not cover improper installation, misuse, or wear-and-tear.

11. Price Adjustments

We do not guarantee price adjustments for promotions that start after your purchase.

12. Contact Us

Working Hours

• Daily: 10:00 am – 7:00 pm
• Sunday & Friday: 10:00 am – 4:00 pm