Return Policy

Cancel order

You can cancel an order within 1 hour of placing it.

You can contact our support team via the contact page. Please do so within 1 hour if you want to change the size or variants before we process your order.

Return

If for any reason you are not satisfied with the order you have received, please contact us. At Mason and Wells we strive for our customers to be 100% satisfied with the product they have purchased from our suppliers. If you are not satisfied with the product, please contact us and our team will assist you immediately.

How can I return (part of) my order?

If you decide to return your products to us within our 14-day cooling-off period, we will refund the total order amount within five working days after receiving the product. Unfortunately, we cannot reimburse the cost of the return shipment.

Follow the steps below to return your product:

Send us an email at info@masonandwells.com. stating that you want to return your order or part thereof.

Wait for a response from our customer service regarding whether we can accept the return shipment.

If we can accept your return shipment, please do the following. Package the product to be returned neatly and securely, preferably in the original packaging.

Send the package to the return address provided by our customer service.

Send our customer service the Track & Trace code.

Once your package has arrived and been checked, we will refund the order amount for the returned products via the payment method used for purchase.

Products that meet one or more of the following points unfortunately cannot be returned:

For sealed products. Once the seal is broken, these products cannot be returned. that have been made to the consumer's specifications (custom-made); that are personal in nature; that cannot be returned by their nature; Products falling into the categories "Beauty," "Kids & Baby," and "Sport" cannot be returned due to COVID-19 hygiene measures.

Return address:

We use the return address of our supplier. Returns should be sent back to:

Country: China

Adres: contact us for return form.

Cancellation of your order is not possible. Our orders are processed directly into the system, making cancellation no longer possible.

Damaged products upon arrival

What a pity! Unfortunately, your product may have been damaged during transport. If you have received a damaged or incorrect product, please contact us within 14 days of receiving the product. After that, the return period unfortunately expires.

For the fastest solution, send us an email with a photo showing the damaged part of the item. The most optimal photos are on a flat surface where the label and the defect are visible. We use this information to assist you with your order and to prevent errors in the future.

For defects, we always provide a new package free of charge the first time and unfortunately cannot provide a refund. If it arrives defective the second time, we will refund your total purchase amount.

For questions about damaged products upon arrival, please contact us at info@masonandwells.com.

Product faults or defects after use

How unfortunate! Unfortunately, it can happen that a manufacturing defect occurs over time. It must then be a defect. In other words, the part is broken and no longer meets the manufacturer's prescribed standard. Wear parts are excluded from manufacturing defects or defects. Wear parts include, but are not limited to:

Drive belts batteries, brake pads and discs, brake linings, brake drums, Chains, lamps, sprockets, tires, and tubes. Moving parts in the broadest sense of the word. For questions about product faults or defects after use, please contact us at info@masonandwells.com.

Delivery of wrong products

We do our utmost to process all orders correctly. Unfortunately, sometimes orders slip through the cracks and we deliver the wrong product to you. Of course, we will resolve this and send you the correct order free of charge.

For questions about the delivery of wrong products, please contact us at info@masonandwells.com.