Legals
We are Mastrend.com , a company based in the UK. We operate from Westtown Dewsbury, Yorkshire England.
We have the right to amend, remove or vary our services and/or any part of the website (including our Ts&Cs) at any time.
These terms and our dealings with you are subject to English law and the exclusive jurisdiction of the English courts.
When you shop with us (or access our services, apps (if any) and our websites, these terms apply. They’re important for both of us as they set out what we expect from each other, and they also give you helpful information. If you need anything else, get in touch with us – we always love to hear from you!
We keep these terms updated and we amend them every so often, so remember to check back in before you shop, as the latest set will apply.
About you
To shop with us, you need to:
- Be at least 16 years old;
- Have a credit or debit card that we accept (or an account with other payment options available on our website)
- Be authorised to use that credit or debit card (e.g. it is in your name or you have permission to use it).
Just for your information, some of the goods sold through our Websites may not be suitable for under 18s.
Placing an order
Please make sure you choose the correct size before ordering using the given Size Chart with each product. When you place an order, you should receive an acknowledgement e-mail confirming receipt of your order. We then carry out a standard pre-authorisation check to make sure there’s enough money on the card.
We only accept your order once payment has been approved and we have debited the payment card (and then the contract is made based on these terms).
You may be able to cancel (not change) your order within a period of 14 days of receiving the order (and will be set out in the acknowledgement email). You can’t change your order – you’ll need to cancel (return original item(s)), and re-order.
All orders are subject to availability and confirmation of the order price. Don’t worry, if there’s an issue with an order, we’ll get in touch with you.
Very occasionally, we may need to refuse or cancel an order or close or freeze an account (even if we have previously confirmed your order) – e.g. if we notice something unusual on an order or an account. If this happens to you and you think we’ve made a mistake, please don’t take offence – get in touch with Customer Care and they’ll be happy to speak to you about it. We update the number of available stocks once a day on our website; if an item shows up available on our website but unavailable in the warehouse, we will update you, cancel your order and refund you for that item.
Prices and product descriptions
There’s a lot going on here at Mastrend and from time to time our busy staff members may price up or describe a product or promo wrongly. If we discover an error for any goods you’ve ordered, we will tell you ASAP and give you the option of reconfirming your order (at the correct price) or cancelling it. If we can’t get in touch with you, we will treat the order as cancelled. If you cancel and you’ve already paid, we will refund you in full.
Prices include VAT (where applicable).
Depending on the value of your order or the delivery option or delivery address you choose, delivery costs will be charged. Such additional charges will be clearly shown during the checkout process and included in the ‘Total Cost’.
We try our best to meet all delivery times but sometimes there may be delays – e.g. because of a pandemic, geographical disaster, product unavailability and production, postal/carrier delays, logistics or bad weather. We will keep you updated as much as we can.
Check out our Arrange a Return Page to get in touch for a return.
Return and Refund Policy
Returning an unwanted item?
We get it, sometimes something just doesn’t work for you and you want your money back. As long as an item is over £42, still in its original condition and packaging, and the product tag is on and undamaged, we accept returns, subject to the rules below, which includes rules about fair use. None of these rules affect your statutory rights. Please note goods and services worth £42 or less are non refundable unless there is a manufacturing defect or the goods are not as ordered.
If you return an item requesting a refund within 14 days of the item being delivered to you or available for collection, we’ll give you a full refund by way of the original payment method.
You will have 14 days to return the items along with delivery note or the copy of receipt. Goods returned without the delivery note or the copy of receipt will not be accepted and Mastrend will not be responsible for any loss.
We aim to refund you within 14 days of receiving the returned item.
If you request a refund for an item during the above time frame but you can’t return it to us for some reason, please get in touch – but any refund will be at our discretion.
Please note: No refunds or exchanges can be given on items made to your specification, unless there is a manufacturing defect or the goods are not as ordered.
After the return period?
We don’t accept returns for unwanted items after the relevant return period mentioned above. If you try to make a return, we may have to send it back to your default delivery address and ask you to cover the delivery costs along with a service charge of 10% of the item(s) cost.
Original Condition
Hygiene and our customers’ safety is super important, so certain items can’t be returned for refunds including:
- Underwear if the hygiene seal is not intact or any labels have been broken
- Swimwear if the hygiene seal is not intact or any labels have been broken
None of this affects your statutory rights.
Of course, it is fine to try an item on like you would in a shop, but please don’t actually wear it. When trying on clothing please be careful with the item (don’t use unnecessary force) and don’t wear make-up, perfume, cologne, deodorant or antiperspirant as these can leave marks and scents on the item. If an item is returned to us without tag, used, damaged, worn, unsaleable or in an unsuitable condition, we won’t be able to give you a refund and we may have to send it back to you (and ask you to cover the delivery costs). All items are inspected on return.
All returned items should be sent in their original condition and packaging, including tags and must not have been used.
Responsibility
You are responsible to bear the cost of returning the products.
Returned items are your responsibility until they reach us, hence, make sure they’re packed up properly and can’t get damaged on the way!
As the parcel remains your responsibility until it arrives back with us, please ensure that you get proof of postage in case you need to contact us about your return.
We’re not responsible for any items that are returned to us by mistake. If we are able to locate the items which may not always possible and you’d like these returned to you, we may ask you to cover the delivery cost.
Fair use
If we notice an unusual pattern of returns activity that doesn’t sit right: e.g. we suspect someone is actually wearing their purchases and then returning them, ordering and returning loads or the items returned don’t match what you ordered – then we might have to deactivate the account and any associated accounts. If this happens to you and you think we’ve made a mistake, please get in touch with us and we’ll be happy to discuss it with you.
If your account has been deactivated and you need to make a valid return, contact us. We’ll give you a return note, although you’ll be responsible for the cost of returning the goods to us.
Please note, we reserve the right to take legal action against you if the items you return don’t match what you ordered or any fraudulent action.
Want to exchange an item?
We don’t offer an exchange of item. All returned items will be refunded once received by us and satisfying the return rules mentioned above. If you need a different size or colour of an item, simply place a new order.
Returning a faulty or incorrect item?
If you’ve received an item which isn’t quite right or have any issues with incorrect items, please contact us straight away.
If one of the items you received isn’t what you ordered, please inform us and send it back to us. We’ll refund you if it’s incorrect. To create your return, simply log into My Account, click on Arrange a Return and follow the instructions provided. Don’t forget to mention Incorrect item received in the message section.
When you return the order, please do keep hold of your proof of postage in case we need to look at it later on. If you still want the order and they’re still in stock, please order them through our website as normal.
Please bear in mind that all items are inspected on return, and those with wear and tear rather than a fault may not be refunded.
Did you order from somewhere other than the Mastrend official website?
If so, please contact the seller directly for return address and instructions. Mastrend is not responsible for any purchases made outside its official website.
Proof of postage
We strongly recommend you get proof of postage and follow our returns process as mentioned above. We provide our return address once you contact us.
Promo Codes
From time to time, we may give you Promo Codes that you can use to reduce the price of specified products. Remember, it’s up to you to enter the code at checkout!
Each Promo Code has its own terms, which will be made clear at the time it’s issued to you (e.g. what products, single/multiple use, when it can be used, promo expiry date etc).
If you’re given a unique Promo Code that is meant just for you (e.g. a student Promo Code) please keep it secret and don’t let anyone else use it or abuse it (e.g. don’t post it on social media). If we think there is or has been misuse of a Promo Code in any way (e.g. selling it or sharing it with others), we can cancel your Promo Code and/or suspend or even close your account without telling you.
If a Promo Code can’t run properly because someone or something is exploiting – e.g. fraud, tampering, technical errors or anything else that is beyond our control that affects the running or fairness of the Promo Code – we can cancel, modify or suspend the Promo Code.
Our Privacy Policy sets out how we’ll use your information. If your details change, remember that you need to update My Account so we can continue giving you our best service.
At Mastrend, we love being able to interact with and chat to you through social media. However, we can’t control those social media platforms or how you set your profiles on them. Please check and set your privacy settings so that you understand and are comfortable with how your personal information on those platforms will be used.
Things you shouldn’t do
You must not misuse or tamper with our websites, apps or other services (e.g. hack, introduce viruses, trojans, worms, logic bombs or other technologically harmful material or carry out denial of service attacks etc) or otherwise mess with our tech or functionality or steal our or our customers’ data. Doing any of these things may be a criminal offence, but they also get in the way of us giving our loyal customers the best service, so we take them really seriously. Mastrend will report any such breach or activity (and all information about the people carrying it out) to the relevant law enforcement authorities.
We recommend you use virus protection software when using any website, including ours. Although we believe we have a good protection system embedded in our website to stop people messing with our website, we can’t guarantee that it will always be secure from bugs, viruses or attackers.
You’re also not allowed to use automated systems or software to extract data from our website also called screen scraping.
Attackers and troublemakers take a note: you agree to indemnify, defend and hold harmless Mastrend, its directors, officers, employees, consultants, agents, and affiliates, from any and all third-party claims, liability, damages and/or costs (including, but not limited to, legal fees) arising from your use (or misuse) of this website or your breach of the Terms and Conditions. Intellectual property, software and content.
Mastrend owns or has permission to use the intellectual property rights in its website and its content. These rights are protected around the world. All such rights are reserved.
You’re allowed to store, print and display our website content only for your own personal use. You are not allowed to use any part of the website for commercial purposes unless you have our express permission.
You’re also not allowed to use the Mastrend logo or any Mastrend brand or trade mark (or any marks which are colourably similar) without our express permission.
It’s permitted for you to link to Mastrend.com, as long as you do so in a way that is not-commercial, is fair and legal, and doesn’t damage or take advantage of our reputation.
Please don’t link in a way that suggests any form of approval or endorsement by Mastrend where none exists.
Our Website must not be framed on any other site without our permission.
Complaints or need to speak to us?
Occasionally things do go wrong and you may want to get in touch with us. If that happens, please contact us through Contact Us page, and we will work with you to resolve any issues you’re having with our services.
User Generated Content
Have we reached out to you on social media to feature your content on our social media channels? Congrats! It means we love your style.
By giving you the opportunity to feature your content on our social media channels and by responding with the required hashtag you agree:
- we can use the content on Mastrend.com, and/or on any of Mastrend social media platforms (including but not limited to Instagram, Facebook Youtube, Snapchat and Twitter).
- we can edit, crop, adapt, enhance or modify the content (but Mastrend will not treat you in a derogatory manner).
You promise that you:
- have the permission of everyone in the Content;
- have the right to grant Mastrend the above rights;
If you (or anyone in the Content) asks us to remove the content, we will remove the content from the social media accounts that we control.
You understand that other users of these social media platforms can also share and make use of the content once posted. In particular, a user of these platforms can take a screenshot of and save an image of the content to their device, share the content on social media platforms or websites which feature the content and sharing capabilities. If you do not want to grant the permissions set out above then please do not give us consent to use the content.