In order to resolve problems with any purchases, the following procedure is recommended.
- Contact the vendor directly and see if they can resolve your problem. Please give 2 working days for the vendor to come back to you.
- Please use the helpdesk or contact us making sure to record the Order Number of your purchase. We will try to resolve your issue along with the vendor as quickly as possible.
- If the vendor cannot resolve the issue, we will generally offer a refund for the purchase.*
Please do not use the PayPal resolution centre. While PayPal might offer you a refund, it will take a lot longer but it will also affect Mash.ie because we will then lose 100% of the purchase while the seller keeps the money from the problem product. This is obviously not acceptable from our point of view as we cannot take the hit for something we haven't done. We will respond to the PayPal resolution asking you to go through our process. While we really don't want to, we will close your account if you do not go through the process on Mash.ie and we end up losing money through the PayPal resolution. We know that sounds harsh but we have no other way to prevent it.
* We cannot refund a purchase unless there is something wrong with the product ordered.