Here at Masterwork Equipment, we understand that selecting the right equipment is an important decision. If you have questions or concerns about an order, contact us at support@masterworkequipment.com or (888) 865-1086.
We do not charge a restocking fee on eligible returns.
Return requests must be submitted within 30 calendar days of delivery. Requests received after the 30-day return period generally cannot be accepted.
How to Start a Return
- Email support@masterworkequipment.com with the subject line “Return – Order #[your order number].” Include the reason for your return in the message.
- If the equipment arrived damaged, defective, or incorrect, notify us as soon as possible. Include a description of the issue and retain the product, accessories, and original packaging.
- For a standard return, the equipment must be unused, undamaged, and returned with its original packaging, accessories, manuals, components, and promotional items.
- Be prepared to submit three to five clear photographs or a short video if we need additional information to review your request.
- Customers are responsible for return shipping costs on change-of-mind returns, including orders that originally qualified for free shipping. Masterwork Equipment covers approved return shipping costs when an item arrives damaged, defective, or incorrect.
- Do not ship an item back without authorization. Once your return is approved, we’ll provide the correct return address and shipping instructions. When applicable, we may issue a prepaid return label. For change-of-mind returns, the cost of that label may be deducted from the refund.
After the return is received and inspected, approved refunds are issued to the original payment method.
Return Eligibility
Our return period lasts 30 calendar days from the delivery date.
To qualify for a full refund, returned equipment must generally be:
- Unused and in its original condition
- Free from visible wear, damage, modifications, or installation marks
- Returned in its original packaging
- Complete with all accessories, manuals, components, and included items
- Accompanied by proof of purchase and return authorization
Returns that are incomplete, used, damaged after delivery, improperly packaged, or missing original components may be denied or subject to a partial refund reflecting the item’s reduced value.
If a delay caused by us affects your ability to submit a return on time, contact us so we can review the circumstances.
Certain products may have additional return restrictions because of their size, condition, customization, hygiene considerations, manufacturer requirements, or final-sale status. Any product-specific restrictions will be disclosed on the applicable product page when relevant.
Exchanges
We don’t process direct product exchanges.
The fastest way to obtain a different item is to return the original equipment and place a separate order for the replacement product. You may place the new order before the original refund is completed.
If your equipment arrived damaged, defective, or incorrect and you prefer a replacement, contact support@masterworkequipment.com. Once the issue is reviewed and approved, we’ll provide the available replacement options.
Change-of-Mind Returns
If you decide that you no longer want an item, avoid using, installing, assembling, or altering it.
Eligible unused equipment may be returned within 30 days of delivery. No restocking fee applies to eligible returns, but the customer is responsible for return shipping costs.
After the item is received and inspected, an approved refund will be issued to the original payment method. Original or expedited shipping charges, when applicable, are nonrefundable unless the return resulted from an error by Masterwork Equipment.
Damaged or Defective Equipment
Inspect your order promptly after delivery. If the equipment arrives damaged or appears defective, contact us immediately at support@masterworkequipment.com.
Please retain the item and all original packaging. We may request:
- Three to five clear photographs
- A short video demonstrating the issue
- Photographs of the shipping carton and packaging
- A photograph of the shipping label
- Your order number and a written description of the problem
After reviewing the submitted information, we’ll provide an appropriate resolution. Depending on the circumstances, this may include troubleshooting assistance, replacement parts, a replacement unit, or a refund.
For approved claims involving damage, defects, or an error on our part, Masterwork Equipment will cover the required return shipping cost.
Products may also be covered by an applicable manufacturer warranty after our 30-day return period. Warranty coverage and procedures vary by manufacturer and product. Review the product information or contact us for assistance.
Incorrect Products
If you receive an item different from what you ordered, contact us immediately and avoid using, installing, or assembling it.
We may request photographs of the product, packaging, model information, and shipping label. Once the error is verified, we’ll provide a prepaid return label or other return instructions and arrange the appropriate replacement or refund.
Missing Shipments
Please allow the complete estimated delivery period shown in your shipment confirmation. Also review your email, including your spam folder, for tracking information or delay notifications.
If tracking hasn’t updated for more than 10 business days after shipment, contact support@masterworkequipment.com so we can open an investigation with the carrier.
If tracking shows Delivered but the package cannot be located:
- Verify the shipping address on your order.
- Check entrances, garages, mailrooms, reception areas, and other secure delivery locations.
- Ask household members, neighbors, front-desk staff, or property management whether they accepted it.
- Contact the carrier for available delivery details.
- Contact us if the package still cannot be found.
We’ll review the tracking information and coordinate with the carrier. Any replacement or refund will be determined after reviewing the circumstances and the carrier’s investigation.
If tracking shows delivery to an address different from the address provided with your order, contact us immediately.
Order Cancellations
Contact us as soon as possible if you need to cancel an order.
We’ll make a reasonable effort to cancel orders that haven’t entered processing or fulfillment. Once processing has begun, the order may no longer be eligible for cancellation.
If the shipment cannot be stopped, you may request a return after delivery in accordance with this policy.
Payment Methods
We accept Visa, Mastercard, American Express, Discover, PayPal, Apple Pay, Google Pay, and Shop Pay. Payments are securely processed through a PCI-compliant payment system.
Refunds
After your return is delivered, we’ll inspect the item and notify you whether the refund has been approved.
Approved refunds are processed to the original payment method within 10 business days. Your bank, card issuer, or payment provider may require additional time to post the funds to your account.
If more than 15 business days have passed since your refund was approved, contact us at support@masterworkequipment.com.
Still Have Questions?
If your question isn’t answered here or in our FAQs, contact us:
Email: support@masterworkequipment.com
Phone: (888) 865-1086
Hours: Monday–Friday, 9:00 AM–6:00 PM EST
Additional resources:
Return Address
Masterwork Equipment uses multiple fulfillment locations, so the correct return address depends on the product and order.
Do not return equipment to the address shown on the shipping label or send an item back without authorization. After your return is approved, we’ll provide the correct return address and instructions by email. Unauthorized returns may be delayed, refused, or returned to the sender.