Need help with something you received? This page explains how to raise a return, replacement or refund request with Mason8z.
Start a request
Contact support@mason8z.com or use our Contact Us form. Include your order number, the email used at checkout, the item concerned and a description of the issue.
For a damaged, defective or incorrect item, please also attach clear photos of the item, its label and the packaging. Keep the item and packaging while the issue is being reviewed.
Return eligibility
Eligibility depends on the product, the reason for the request, any product-specific terms disclosed when you purchased it, and your applicable consumer rights. Contact us before purchasing if you need to confirm whether a particular item can be returned or exchanged.
If you simply wish to change the size, color or design, ask support about the options for your order. A change-of-mind request should not be treated as automatically approved.
Before sending an item back
Please ask support for return instructions and the correct destination before posting an item. The address on a parcel may not be the appropriate return address.
Support will confirm the next steps and any applicable return shipping costs. Keep your postage receipt and tracking details if you are instructed to return the item.
Refunds, replacements and exchanges
After reviewing the request, support will explain the available resolution and any further information needed. Where a refund is approved or legally required, the refund details will be communicated to you. A request for a replacement or exchange depends on the item and its availability.
The time for a refund to appear after processing can depend on the payment provider. Contact us with your order number if you need to check its status; do not send full card details.
Changes and cancellations
If you need to change or cancel an order, contact us as soon as possible. The options depend on the current stage of the order. Submitting a message does not itself confirm that an order has been changed or cancelled.
Your consumer rights
This page does not remove or limit any cancellation, return, replacement or refund rights that cannot be excluded under applicable law. Contact support if you need help with an item that is faulty, incorrect or not delivered.