Return & Refund Policy

At Mashi, we take pride in the quality of our products and want every customer to have a great experience. Because we sell perishable, frozen food products, our return and refund policy is designed to be fair to you while reflecting the nature of what we make.

No Physical Returns

Due to the perishable nature of our products, we are unable to accept physical returns. All issues are handled through refunds or replacements. Please read below for what qualifies and how to get in touch.

What Qualifies for a Refund or Replacement

We will offer a full refund or a replacement product in the following situations:

  • Your order arrived damaged or with broken packaging

  • Your product arrived thawed or not in a frozen state

  • You received the wrong item

  • There is a quality issue with the product upon opening

We are not able to offer refunds or replacements for orders where the customer has changed their mind or no longer wants the product.

Your Resolution Options

If your order qualifies, you may choose between:

  • A full refund to your original payment method, or

  • A replacement product sent with the next available batch shipment

How to Report an Issue

Issues must be reported within 48 hours of delivery. To submit a claim, please contact us at:

When reaching out, please include the following:

  1. Your order number

  2. A description of the issue

  3. Clear photos showing the damage, condition of the product, or incorrect item received

Claims submitted without photos may not be eligible for a refund or replacement.

Response Time

We will respond to all inquiries within 3 business days and aim to fully resolve your issue within 10 business days.

Pre-Order Cancellations

All current orders are pre-orders. Your order will ship once the next batch of product is ready.

You may cancel your pre-order at any time before production of the next batch begins. Once a batch has entered production, we are unable to accept cancellations. If you would like to cancel, please contact us as soon as possible at everythingmashi@gmail.com or through the contact form on our website.

Questions?‍ ‍

If you have any questions about this policy, we are happy to help. Reach out to us at everythingmashi@gmail.com and we will get back to you within 3 business days.