There’s Something Wrong with the Product I Ordered

Most of the time, when you order something online, it’s a straightforward process. However, sometimes, something goes wrong. We thought we’d try and help by creating this quick post to show you how to resolve any issues you might have. Lots more can be found in our dedicated help section too!

Unfortunately we have no control over the quality of what goes up on However, like many sites similar to this, you can leave a review to warn people off other users from buying the product. Another option is to contact the seller with the problem you have. Here is how to do this: 

  • Step 1: Go to the product page that you bought
  • Step 2: Click on the button “Seller Info”
  • Step 3: Click on the seller’s name. This will bring you to the seller’s store.
  • Step 4: You will see a contact form on the right hand side. Fill this in and the seller should be in touch with you within a couple of days.
  • Step 5: If you do not hear back from the seller, you can issue a Refund request.
  • Step 6: If the seller does not come back to you within another 2 days, contact us and we will intervene then but most problems are usually resolved by then!

As a general guide, we ask you to observe the following timelines for resolutions:

  1. If you get in touch the Seller directly during the school holidays, maybe give them an extra day or two in case they are away.
  2. When you contact our helpdesk, please make sure you provide your purchase Order Number. We will try to resolve your issue with the Seller ASAP
  3. If we cannot resolve the issue, we usually offer a refund*

*While we will always do our best to be fair to customers, unfortunately, we cannot refund a purchase unless there is something wrong with the product itself. So, to avoid disappointment, please make sure to check a product thoroughly before ordering it.

We can also only refund customers if a product is no longer available on the site up to 90 days after purchase. Please make sure to download your purchase as soon as possible after buying it.

Please do not use PayPal dispute service until you have followed our complaints’ process. If you do use PayPal’s service instead of’s process and Mash loses money as a result of this, your account will be terminated. While we don’t like doing this, we cannot be out of pocket because our policies haven’t been followed. We try to be absolutely fair in all transactions and will issue a refund in all genuine cases.