Refund policy

Returns & Refund Policy

At Mason Manufacturing, we want our products to perform as intended and match the description provided at the time of purchase.

Faulty or Incorrect Products

If your product is faulty, not as described, or fails during normal intended use, please contact us within 30 days of receiving your order.

Where appropriate, we will offer a replacement or full refund.

We may ask for photographs or other information showing the issue so that we can determine the cause of the failure and continue improving our products.

Products will not normally be considered faulty where damage has resulted from misuse, accidental damage, incorrect installation, modification, excessive force, or use outside the product's intended application.

Change of Mind Returns

For standard, non-personalised products purchased online, you may notify us that you wish to cancel your order within 14 days of receiving it, in accordance with applicable UK consumer law. You then have a further 14 days to return the product.

Products should be returned in their original condition. Where an item has been handled beyond what would reasonably be necessary to inspect it, any reduction in value may be reflected in the refund where permitted by law.

Custom & Personalised Products

Products manufactured to your specification or personalised specifically for you cannot normally be returned simply because you have changed your mind. This does not affect your rights where a custom product is faulty, not as described, or otherwise does not conform to the order.

Returns

Before returning an item, please contact us with your order number and details of the issue. We will provide return instructions where required.

For faulty, defective or incorrectly supplied products, we will cover reasonable return costs where required.

For change-of-mind returns, the customer is responsible for return postage unless otherwise agreed.

Refunds

Once a returned product has been received and inspected, approved refunds will be issued to the original payment method.

Please allow additional time for your bank or payment provider to process the refund after it has been issued.

Your Statutory Rights

Nothing in this policy is intended to limit or exclude your statutory rights under UK consumer law.