Thank you for choosing Mason Genie! We are dedicated to providing you with exceptional products and outstanding customer service. If you need to initiate a return, please review our return policy below:
RETURNS:
If you are not 100% satisfied with your purchase, you can return your order to our warehouse for a refund or exchange within 30 days of purchase. To be eligible for a return, the item must be in its original condition and packaging.
You are responsible for the shipping costs associated with returning the item. Please note that we do not cover the cost of return shipping or provide shipping labels.
Upon receiving the returned item at our warehouse, we will initiate the return and refund process, which typically takes 5-7 business days. Kindly note that shipping charges are non-refundable.
All refunds will be processed back to the original payment method. For security reasons, we are unable to issue refunds to a different credit/debit card.
To initiate a return, please contact our customer support team They will guide you through the return process and provide any necessary instructions.
CANCELLING OR AMENDING ORDERS:
To cancel or amend an order after it has been placed, please email us immediately. Please be aware that once your item has left our warehouse (typically within 1 business day), we cannot cancel your order. We make every effort to ensure prompt delivery by shipping out our products as quickly as possible.
For unwanted items that have already been shipped, please follow the return process outlined above.
DAMAGED OR DEFECTIVE ITEMS:
Should you receive a damaged or defective item, please notify us within 7 days of the item’s delivery by contacting our customer support team. Kindly include photographs of the damaged product in your email. Once we receive your request, we will promptly ship out a replacement for the damaged product at no additional cost to you.
INCORRECT SHIPPING ADDRESS:
It is essential to provide accurate shipping information during the checkout process. We will not be responsible for replacing products if an incorrect or incomplete address is provided. If you realize that you have entered the wrong address after placing your order, please contact us immediately.
In case a package is returned to us due to an incomplete shipping address, the shipping fee will not be refunded. If you require re-delivery, you will be responsible for the associated shipping fee.
ORDER LOST IN TRANSIT:
We cannot be held liable for lost or stolen packages that have been confirmed as delivered to the address specified in your order. If you suspect that your order is lost in transit, please reach out to us. We will provide you with relevant information, including delivery confirmation, tracking details, and the shipping carrier’s information, to assist you in investigating the issue.
Please note that shipping delays may occur due to factors beyond our control. If your order has not been delivered within 30 days from the date of purchase, and the tracking information supports this, we will gladly offer you a refund or reshipment of your order free of charge.
Thank you for shopping with us! We value your support and look forward to serving you again in the future.