Order & Returns
Refund, Return & Exchange Policy
Steps to Making a Return:
Step 1: Email Sales@masterworksonline.com with a request for an RMA form
Step 2: Download a Returns Form, complete the form.
Step 3: We receive your product and take action
Step 4: Transaction Complete
At Prowess Global, we offer quality products and aim to provide great customer service. As such, we accept returns within 30 days of delivery. We will accept these returns for products that are returned in new condition, with all product parts, original packaging, and quantity included with the return. We will only accept returns with an RMA (Return Merchandise Authorization) number. This number is to be written on the outside of the package, or on a piece of paper, you place inside of the package. You can obtain the RMA number by emailing sales@masterworksonline.com
Qualifications for a Return
DEFECTIVE MERCHANDISE: If you have defective merchandise, we are responsible for the shipping cost when returning your merchandise.
NON-DEFECTIVE MERCHANDISE: For other reasons than defective merchandise, which is unopened, we will issue you an RMA # and will give you an address to ship the product to at your expense. All Non-defective merchandise returns are subject to a 25% restocking fee or more, depending on the item, manufacturer policies, and circumstances. Return shipping to us is at your expense. If the merchandise has been opened and is not defective, we cannot issue you an RMA.
Covid-19: Due to Covid-19, filters, masks and other PPE products cannot be returned and therefore do not qualify for our return policy.
Return Packaging
The item must be returned in original packaging without damage.
Return Fees
The customer is responsible for covering shipping costs unless Prowess was at fault.
Exchanges
Exchanges on purchases will vary on the circumstance, but will only be made on unopened, undamaged products with return shipping being customers responsibility- It is best to contact support at sales@masterworksonline.com for exchange policy on your purchase.
Return Process Time Frame
An RMA must be requested within 30 business days of the original invoice date. Thereafter, all sales are final. The returned package must be received within 10 business days of the RMA issue date.
Depending on certain circumstances, we may provide a full refund, partial refund, or exchange. The type of refund will be agreed upon before the returning of the package. However, there are circumstances where this may change once the package has arrived (the package is missing pieces; products have been used, etc). Prowess Global will, at its sole discretion, make a best effort to resolve customer concerns.
Refunds
Refunds will be initiated once we have received the returned merchandise, and it is returned in the manner that was agreed on when given the RMA. Upon issuing the refund, it may take up to 7 business days to show in your account. Please contact us if you do not receive your refund by the 10th day.
