Our Service Commitment

Every purchase should feel worthwhile. If something about an order falls short of expectations, support is generally available to help. This policy outlines, in broad terms, how returns, refunds, exchanges and damage claims are typically handled, so the process stays straightforward and predictable from start to finish.

Return Eligibility & Conditions

Most items may generally be returned within 30 calendar days of delivery. To qualify for return processing, an item typically needs to meet all of the requirements below:

• The product is unused, unwashed, and in its original condition
• Original tags, labels, and factory packaging remain intact
• The item is not marked as Final Sale (this is usually shown clearly on the product page)
• The return parcel is shipped before the 30-day window closes

Important Exception

Customized or personalized goods generally cannot be returned unless they arrive damaged or carry manufacturing defects.

How to Start a Return

Starting a return request generally involves three steps:

1. Contact Customer Support
   Email support@masonpearson.com or use the site contact form. Please include the order number and a brief explanation of the reason for the return.
2. Obtain a Return Authorization (RA) Number
   The support team will review the request and normally reply with an RA number together with detailed return shipping instructions. Parcels sent without a valid RA number may not be processed.
3. Pack and Send Back the Item
   Once the RA number is received, repack the product securely (original packaging is recommended) and ship it to the return address provided by the support team.

• Buyers are generally responsible for return shipping fees when items are intact and orders were fulfilled correctly
• Tracked shipping or extra insurance is strongly recommended to avoid lost or damaged return packages

Refund Processing Time

When a returned item is received and inspected, approved refunds are typically issued automatically back to the original payment method.

• Please allow around 7–10 business days for the funds to appear on the statement
• Actual arrival time depends on the bank or payment provider's processing schedule
• Original outbound shipping charges are generally non-refundable, except for defective goods or wrong-item shipments

Damaged or Faulty Items

Packages typically go through quality checks before dispatch. If a parcel arrives broken or the product has manufacturing defects, the issue is generally resolved at no extra charge. To submit a claim:

1. Submit a support request within 7 calendar days of delivery
2. Attach clear photos showing the damage or defect, along with a short written description
3. Two solutions are generally offered: a full refund or a free replacement unit

Product Exchanges

If the same product is needed in another size, color, or variant, exchanges are generally available within the standard 30-day return period:

• Eligibility: The item generally needs to remain unused, with all original tags and packaging kept intact
• Process: Follow the same return workflow described above
• Fulfillment: After the returned item is inspected, the replacement variant is usually shipped

Items Not Eligible for Return or Refund

For hygiene reasons, safety concerns, and business requirements, the categories below generally cannot be returned or refunded under normal circumstances:

1. Custom engraved and personalized products
2. Physical and digital gift cards
3. Intimate apparel and swimwear (acceptable for return only if unworn and all tags are attached)

Final Sale Items

Any product labeled Final Sale on its product page generally cannot be returned, exchanged, or refunded. No exceptions are typically approved for Final Sale purchases.

Need More Help?

If clarification is needed about return rules, refund timing, or exchange requests, the support team is generally happy to assist.

Email Address: support@masonpearson.com