MASS KH Returns & Exchanges Policy

At MASS KH, we are committed to fueling your fitness journey with 100% genuine products. We understand that sometimes plans change, which is why we offer a straightforward 30-Day Satisfaction Guarantee.

1. The 30-Day Return Window

You have 30 days from the date of purchase to initiate a return or exchange.

  • Unopened Products: Eligible for a full exchange or store credit, provided the original safety seal and packaging are completely intact.

  • Opened Products: For health and safety reasons, opened supplements can only be returned if they are found to be defective (e.g., expired, clumped beyond use, or manufacturing error).

Note: Personal taste preference or “change of mind” after opening a product does not qualify for a return.

2. Definition of a “Defective” Product

We take quality seriously. A product is considered defective if:

  • The internal safety seal was broken or missing upon delivery.

  • The product is past its expiration date.

  • The contents are significantly damaged (e.g., exploded powder or melted bars) due to transport.

3. Return Logistics & Fees

  • If MASS KH is at fault: (Wrong item sent, defective, or expired) We will cover 100% of the redelivery and pick up fees.

  • If the Customer changes their mind: (Wrong flavor selected, wrong size) The customer is responsible for the delivery fee to return the item to our Phnom Penh hub and the fee for the new item sent.

4. B2B & Partner Portal Returns

For gyms, pharmacies, and sub-retailers using the MASS KH Partner Portal:

  • Bulk orders are subject to a 48-hour inspection period upon delivery.

  • Any discrepancies in quantity or visible damage must be logged via the Portal Support ticket.

  • Wholesale returns are handled via Credit Memos applied directly to your Partner Account.

5. How to Start Your Return (3 Easy Steps)

We’ve simplified the process to get you back to your training faster:

  1. Capture: Take a clear photo of the product, the batch number/expiry date, and your receipt.

  2. Connect: Send the photos and your Order ID directly to our Telegram Hotline: @officialmasskh.

  3. Resolve: Our team will review your request within 24 hours and coordinate the exchange or credit.

6. International Orders

Please note that for customers outside of Cambodia, returns are generally not cost effective due to high shipping and customs duties. We encourage international buyers to contact our support team for a custom resolution before attempting to ship items back.