Returns & Refunds Policy

Effective Date 01/01/2022

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.

Returns are FREE and no quibble on all unopened items. The only time you will pay return postage is if you change your mind and have opened the product. Other than that – we’ve got it covered.

To return your purchase simply drop us an email at customercare@masongrant.co.uk with the following details:

  1. Your order number (if possible)
  2. Your full name used on the order
  3. Postal address that we delivered to
  4. Reason for the return (Damaged, Changed Mind, Quality, Faulty)
  5. 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

For most products online you have a legal right to change your mind within 14 days and receive a refund. If you wish to cancel your order, please read the below:

  1. Any returns made from a change of mind must be received in ‘as new’ condition and resaleable. All of our online products are sent out sealed, this seal must be intact and unopened.
  2. 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.
  3. 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.
  4. We reserve the right to offer a partial refund if the item(s) is returned in not ‘as new’ condition or the seal is broken.
  5. 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 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

If for any reason you believe one of our products is faulty, please get in touch at your earliest convenience so we can look into it. We may ask for 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.

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

Returns After 14 Days

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.

Subscriptions

Mason Grant subscription products are made from monthly mystery fragrances selected by ourselves based upon each season. By the nature of purchasing a subscription, either in full or by monthly payments, you are accepting that you will receive unknown fragrances in your delivery and that some may not be your usual taste/preference. In the instance of ‘change of mind’ we reserve the right to refuse refunds as the product cannot be re-sold due to its nature.

Bespoke Orders

Unless Mason Grant is at fault no refunds will be given for bespoke or customised 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.

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 copywritten 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

If goods are being returned, we have up to 14 days from receiving the goods to process your refund. Please check your banking records as the time between us issuing the refund and it showing in your account can vary depending on who you bank with or the payment method you used.

We reserve the right to refuse a refund if our product(s) have been used in any way other than advised on the packaging or our website or if the return is deemed fraudulent.

Refunds will only be issued if the above procedures have been followed and we have received the returned item(s), if applicable, in the condition you have described. Items returned without first contacting us will not be accepted.

Need help?

Contact Us or Email customercare@masongrant.co.uk for questions related to returns and refunds.