To ensure fairness, transparency, and protection against abuse, we offer a 30-day money-back guarantee across our entire catalog. However, all return requests are strictly subject to the conditions and procedures outlined below.
⚠️ Important
By placing an order on our website, you acknowledge and accept this policy in full.
To prevent fraud and ensure proper handling of all requests, Mason applies a strict two-step validation process.
No return will be accepted outside of this procedure.
Before any return request can be opened, the customer must provide all of the following elements:
• Order number
• Exact reason for the return (selected from our predefined list)
• Two (2) clear photos of the product being worn
• One (1) clear photo of the inner label
• One (1) clear photo of the original packaging
⚠️ Important
Any request submitted without all required elements will be automatically rejected.
No return file will be opened until all documents have been received and validated by our support team.
Once Step 1 is completed and approved, the customer will receive:
• A Mandatory Return Form (PDF)
• A unique Return Authorization Reference (RAR)
• The official return address
The return must then strictly follow this procedure:
• Print the Mandatory Return Form
• Complete it manually and sign it
• Insert the form inside the parcel
• Ship the parcel at your own expense to the provided address
• Provide a certified tracking number within 48 hours after shipment
⚠️ Failure to comply with any of these steps will automatically cancel the refund request.
To be eligible for a return and for a refund to be triggered, your item must imperatively be:
• In the same condition that you received it (unworn, unused)
• With all original tags attached
• In its original packaging
• Accompanied by proof of purchase
• Accompanied by the Mandatory Return Form duly completed
⚠️ Important
Any return request will only be processed if the customer completes and sends back the Mandatory Return Form provided by our company.
Without this completed form, no return will be accepted, and no refund will be issued.
Once the return is approved, the customer must provide a certified tracking number within 48 hours of shipment.
The customer is solely responsible for the safe delivery of the merchandise to our return address.
We process orders quickly, generally within 24 hours.
You have 24 hours after placing your order to request a cancellation or modification via our contact form.
After this delay:
• Orders are considered final
• Cancellation is no longer possible
• A standard return procedure applies
⚠️ If the delivery address provided during checkout is incorrect, Mason declines all responsibility and no refund will be issued.
Our delivery times are generally 7 to 10 business days.
If you do not receive your item within 30 days:
• Contact our support team immediately
• An investigation will be opened with the carrier
• No refund will be issued until the carrier’s investigation is completed
• Any confirmed loss will be handled on a case-by-case basis
You may return your item up to 30 days after receipt.
Within 30 days of receipt, you may return a product and receive a refund, an exchange, or store credit if the product is:
(a) In damaged or contaminated packaging
(b) Defective or otherwise faulty
(c) Significantly different from what you ordered (incorrect item)
Mandatory return procedure:
• Contact Support via our contact page
• Print and fill out the Mandatory Return Form sent by our team
• Ship your item accompanied by the form to the provided address
⚠️ Strict Condition
The item(s) must be returned in perfect condition, either in their original packaging or in another secure packaging.
In the event of item deterioration, misuse, washing, alteration, missing tags, or missing packaging, Mason reserves the right to refuse the return, replacement, or refund, as the item can no longer be considered new.
If the item has been misused or does not correspond to your original order, it will not be refunded.
If your item arrives damaged or defective, you must contact us within 48 hours of delivery and provide:
• Your order number
• Description of the issue
• Clear photos and/or a video
• Photos of the original packaging
Failure to provide these elements will void any replacement or refund request.
Return shipping costs are fully borne by the customer.
This includes:
• Shipping fees
• Handling fees
• Customs duties
• Any return-related charges
Mason is not responsible for lost, stolen, delayed, or damaged parcels during return transit.
No refund will be issued without a valid tracking number confirming delivery.
• Returns sent without prior authorization will be automatically refused
• Items returned to the wrong address will not be processed
• Mason is not responsible for return delays caused by customs or postal services
• Store credit or exchanges may be offered at Mason’s sole discretion instead of refunds
• Any abuse of the return policy may result in a permanent account ban
