Refund & Cancellation Policy
Last updated: 19 June 2026
This policy covers cancellations, refunds, and your rights as a subscriber to Letters from Mashi.
Letters from Mashi is a physical monthly letter subscription operated by Mashi Peiris, registered in the Netherlands. Contact: hello@mashipeiris.com
1. Cancellation
You may cancel your subscription at any time. There is no minimum commitment period.
To cancel, email us at hello@mashipeiris.com with your name and the email address used at checkout.
Important: cancellation deadlines
Each month's subscription closes on the last day of that month. To avoid being charged for the following month's letter, you must cancel before the last day of that month.
- Cancellation received before the last day of the month: no charge for that month's letter
- Cancellation received on or after the last day of the month: that month's letter has already been prepared and you will be charged for it
Your subscription will not renew after the current billing cycle ends.
2. Your right of withdrawal (EU consumers)
Under EU consumer law (Directive 2011/83/EU), you have the right to withdraw from a new subscription within 14 days of your first payment, without giving a reason.
To exercise this right within the 14-day window, contact us at hello@mashipeiris.com
Exception: If your first letter has already been dispatched at the time you exercise your right of withdrawal, a full refund will not be possible for that month, as the service will have been partially performed with your prior explicit consent (given at checkout). In this case, we will refund the difference if applicable.
3. Refunds
We do not offer refunds for letters that have already been dispatched. Each letter is custom-produced for that subscriber.
Refunds will be issued in the following circumstances:
- You cancel within the 14-day right of withdrawal period and your letter has not yet been dispatched
- Your letter is lost in transit and we are unable to re-send it
We do not issue refunds for:
- Letters delayed by postal services or customs (outside our control)
- Letters returned due to an incorrect address provided by the subscriber
- Change of mind after the letter has been dispatched
4. Lost or damaged letters
If your letter does not arrive within the estimated delivery window (see Shipping Policy), please contact us at hello@mashipeiris.com
We will investigate with PostNL and, at our discretion, offer a reprint or partial credit where loss is confirmed. We cannot resend the exact same letter in all cases due to the handmade nature of each edition.
Letters from Mashi uses standard PostNL international post, which does not include tracking or insurance.
5. Incorrect address
If a letter is returned to us because you provided an incorrect address, we will contact you to obtain the correct address. Re-dispatch will incur a shipping fee.
We are not responsible for letters that are undeliverable due to address errors made by the subscriber.
6. How to request a refund or cancellation
Email hello@mashipeiris.com with:
- Your full name
- The email address used at checkout
- Your order number (found in your confirmation email)
- A brief description of your request
We aim to respond within 3 business days.
7. Governing law
This policy is governed by Dutch law. EU consumer rights are fully respected. Nothing in this policy limits your statutory rights under EU or Dutch consumer protection law.