Refund policy

Reviewed 09/01/2026

Nothing in these Terms, our Privacy Policy, or our Returns and Refunds Policy affects your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or any other applicable consumer protection legislation.

We want you to be thrilled with your new purchase and for your shopping experience with Mason Grant to be a pleasant one. As avid online shoppers ourselves, we understand that sometimes, for whatever reason, returns and refunds need to be made and as such, we will always strive to make this process as easy as possible. Please see below for our customer-friendly returns and refunds service.

Customers are responsible for the postage cost on return items. If the item is deemed faulty, return postage costs will be refunded along with the cost of the item. For all returns, please provide a tracking number where possible. We are not responsible for items lost in transit if a tracking number is not provided.

To return your purchase, Contact Us with the following details:

Your order number (if possible)
Your full name used on the order
Postal address that we delivered to
Reason for the return (Damaged, Changed Mind, Quality, Faulty)
What you would like us to do

Damaged Goods

If your purchase has arrived damaged for any reason, please complete the above and include photos of the item(s) along with any packaging. We may ask you to return your purchase (at our cost) to review the damage. If we do ask for you to return the item to us, we will issue a full refund including return postage, once the damaged goods have been received and reviewed. Please keep a record of return postage costs and dates as we may need to claim this back from a third party.

Change of Mind

Under UK law, you have the right to cancel your order within 14 days of receiving your goods for any reason. To cancel within this period, you must notify us before returning the goods.

If you wish to cancel your order, please read the below:

Where goods are returned following a change of mind, they must be returned in a condition consistent with reasonable handling necessary to inspect the goods, similar to what would be permitted in a shop. We may make a deduction from the refund for any loss in value resulting from handling beyond this.
If the products have already been dispatched, you must return them without delay and no later than 14 days from when you informed us of your right to cancel. Your refund will be processed upon the item(s) being returned to us.
If the goods were part of an offer, we will calculate the refund total based on the cost of the item(s) that you are returning. Please be aware this price may differ from a single item price due to being sold in a bundle or as part of an offer.
We reserve the right to offer a partial refund where the item(s) have been handled beyond what is necessary to establish their nature, characteristics and functioning, resulting in a loss of value, including where any seal has been broken as part of such handling.
Any handling of the goods over and above what would be expected in a shop may constitute as damage and the refund total may reflect this.

Quality

As some of our products are hand-made from natural ingredients/materials some inconsistencies and imperfections may occur. Generally, these will not affect the performance of the product, however, if there is something you are not happy with, please don’t hesitate to get in touch. We want you to be delighted with your purchase, so will always aim to answer any questions and resolve any concerns swiftly.

Faulty

Please contact us as soon as reasonably possible after discovering a fault. We may ask you to return the item(s) to us so we can look into it further. Please ensure the product is being used as advised. You can find some helpful guides on our website or by all means get in touch with us for advice.

Nothing in this policy affects your statutory rights. Where goods are faulty or not as described, you may be entitled to a repair, replacement, price reduction or full refund, including a short-term right to reject within 30 days of delivery, in accordance with the Consumer Rights Act 2015.

Imperfections in products which are handmade and from natural ingredients don’t constitute as faulty unless they cause the product to not perform as intended. Aesthetic imperfections rarely impact the use of our products.

Returns After 14 Days

This section applies only where you are outside your statutory cancellation or refund rights.

If you are looking to return your item(s) outside of the 14-day cooling-off period, your refund will be in the form of a gift card or discount code sent via email to the original email address that was provided at the time of ordering. This can be transferable if you wish, just let us know.

Bespoke Orders

When submitting a bespoke order, we will ask you to check the personalisation and/or any proofs we send. Once the proof is approved or an order is confirmed, we take this as an acknowledgement that you are happy with the design/product. By approving any bespoke proof or confirming a custom order, you accept that the product will be manufactured as approved. We are not responsible for errors after approval.

Mason Grant will not be responsible for any licensing or copyright restrictions for personalised orders. We work on the assumption you own the original artwork or have permission to edit and/or reproduce copyrighted material by the original owner. We will automatically reject any orders where we are aware of copyright restrictions, i.e., Disney, Harry Potter, Marvel etc. To avoid disappointment, please make sure you have permission to use artwork prior to placing an order.

Please Note

We will process refunds within 14 days of receiving your returned goods or your notice of cancellation, whichever is later. Please note that the time for the refund to appear in your account may vary depending on your bank or payment provider.

We may make a deduction from the refund where goods have been used or handled beyond what is necessary to establish their nature, characteristics and functioning, in accordance with UK consumer law. We may request evidence of return shipping and proof of purchase before issuing a refund.

Failure to follow the above procedures may result in delays to processing, but it does not affect your statutory rights.

We may require reasonable proof of purchase before processing a refund. Where proof of purchase cannot be provided, this may delay or prevent us from processing the refund, subject always to your statutory rights.

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