Returns & Exchanges Policy

Return Period

You may return or exchange eligible goods within 14 calendar days of the date on which you received the order.

Conditions for Returns

To be accepted for return, the Goods must meet the following criteria:

• Retain their original saleable condition, with all tags and designer labels intact and attached.
• Must be returned in original packaging.
• Show no signs of wear, usage, washing, alterations, perfumes, stains, makeup, or defects resulting from wear.
• Retain full consumer properties.

Non-Returnable Items

In accordance with consumer protection standards and applicable hygiene regulations, the following items cannot be returned or exchanged:

• Items of satisfactory quality which, for intimate hygiene reasons, cannot be exchanged or returned (bodysuits, swimwear, underwear, lingerie, and similar intimate apparel).
• Items manufactured to individual customer measurements or featuring personalised customisations.
• Discounted items sold with minor flaws where the customer was notified of such defects prior to placing the order.

Returns & Exchanges of Faulty Goods (Defects)

You may return or exchange an item if you discover manufacturing defects that existed prior to purchase and did not arise as a result of subsequent wear or care.

Exchanges are processed subject to stock availability of the identical item. If an exchange is not possible, we will refund the purchase price to the original payment method (or details specified in your return request) within 14 calendar days of receiving the returned item. If necessary, we reserve the right to conduct an independent expert assessment to determine the cause of defect.

Step-by-Step Return Instructions

1. Prepare the item: Pack the garment carefully, ensuring all original tags and packaging are intact.
2. Complete the return request: Prepare a notification stating your full name, telephone number, email address, order number, and the reason for the return.
3. Send us the notification:
   • Via WhatsApp: +995 598 102 346
   • Via Telegram: +995 598 102 346
   • By Email: mashaabrand.store@gmail.com
4. Confirmation: Our customer care manager will promptly review your request, provide guidance, and confirm the return shipment details.
5. Ship the item: Dispatch the goods via any postal or courier service with a tracking number to our returns facility:
   Return Shipping Address:
   Recipient: Maria Dolgopolova (Masha Brand)
   Address: Republic of Georgia, Tbilisi, Sativ Street, No. 2
   Phone: +995 598 102 346

   Please ensure the parcel is shipped within 7 calendar days after notifying us of the return.

6. Inspection & Refund: Once we receive and inspect the item, we will notify you and process your refund or dispatch your replacement item.

Please note: The customer is responsible for the direct shipping costs of returning goods of satisfactory quality.

Consumer Rights under Georgian Law

In the event of a product defect, consumers are entitled under Georgian law to request: repair, replacement, a price reduction, or termination of the contract (refund).

• A defect is defined as any fault or non-conformity that existed at the time of purchase and did not arise from subsequent improper use or care.
• The goods will be repaired or replaced within a reasonable timeframe without causing significant inconvenience to the consumer.
• The seller bears all reasonable costs associated with the remedy or replacement of defective goods.
• A price reduction or refund may be requested if repair or replacement is not possible or cannot be completed in a timely manner.