Return Policy

Effective Date: 05.06.2026

This Return Policy explains your right of withdrawal, return process, conditions and exceptions for products purchased from masicarbon.com. It is governed by the Turkish Consumer Protection Law No. 6502 and the Regulation on Distance Contracts.

1. Right of Withdrawal (14 Days)

You have the right to withdraw from your purchase within 14 (fourteen) days from the delivery date, without giving any reason and without paying any penalty, except for the return shipping cost.

To exercise this right, you must notify Masi Carbon in writing (email: [email protected]) within the 14-day period and return the product unused, in its original packaging, with all accessories.

2. Products NOT Eligible for Return

Pursuant to the Distance Contracts Regulation, the following are excluded from the right of withdrawal:

3. Conditions for Return

The product must be returned in its original condition:

4. Manufacturing Defect Warranty (Unlimited)

Separately from the 14-day right of withdrawal, all Masi Carbon cues and shafts come with an unlimited warranty against manufacturing defects. This warranty covers:

Not covered by warranty: impact damage, exposure to extreme temperatures (above 40°C or below -10°C), exposure to chemicals, unauthorized service intervention, normal wear and tear of tip and chalk.

5. Return Process — Step by Step

  1. Notification: Email [email protected] with subject "Return Request – Certificate Serial XXXXX". Include order number, certificate serial number, return reason, and 2-3 photos of the product.
  2. Confirmation: Our team will respond within 1-2 business days with a Return Authorization Number (RMA) and return shipping address.
  3. Packaging: Place the product in its original packaging with all accessories. Write the RMA number on the outside of the package.
  4. Shipping: Send the package via a tracked courier (UPS, FedEx, DHL, or domestic carrier with tracking). Return shipping cost is borne by the customer except in cases of manufacturing defect.
  5. Inspection: Upon receipt, our quality team inspects the product within 3-5 business days.
  6. Refund: If approved, refund is issued within 10 business days to the original payment method.

6. Refund Method and Timing

7. Return Shipping Costs

8. Exchanges

If you wish to exchange a product (e.g., different shaft model, weight, or tip diameter), the standard return process applies first, followed by a new order for the desired product. Direct exchanges are not offered as each cue is configured to your specifications.

9. International Returns

For international orders, the same 14-day right of withdrawal applies. Customs duties paid by the customer are generally non-refundable by customs authorities. Return shipping costs and customs procedures are the customer's responsibility unless the return is due to a manufacturing defect.

10. Damaged Shipments

If your package arrives visibly damaged, refuse the shipment at delivery or report it to [email protected] within 24 hours with photographs of both the package and the contents. Damages reported after 24 hours may not be covered by shipping insurance.

11. Customer Service

12. Dispute Resolution

In case of any dispute, Turkish consumer arbitration boards and consumer courts in the location of the consumer or the location of the seller have jurisdiction. You may also apply to the Antalya Consumer Arbitration Board directly.

This policy is updated as needed to reflect changes in law or business practice. The version published on this page is the current effective version. For previous versions, please contact us.

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