Returns Policy

Effective Date: 01/01/2024

Thank you for shopping with Mason And Dean. We strive to provide you with high-quality balustrades, fencing, gates, and privacy screens. However, we understand that there may be instances where you need to return or exchange a product. This Returns Policy outlines the guidelines and procedures for returning items purchased from our website.

1. Eligibility for Returns:
1.1. To be eligible for a return, the following conditions must be met:

  • The item must be unused, undamaged, and in its original packaging.
  • The return request must be made within 30 days from the date of purchase.
  • The item must be a standard product and not a custom-made or personalised item.

2. Return Process:
2.1. To initiate a return, please follow these steps:

  • Contact our customer service team within 30 days of your purchase to request a return authorisation.
  • Provide your order number, the reason for the return, and any supporting documentation or images, if applicable.
  • Our customer service team will review your request and provide you with a return authorisation number (RA number) if your return is eligible.
  • Once you receive the RA number, securely package the item, including all original accessories and documentation.
  • Clearly mark the RA number on the outside of the package.
  • Ship the item back to us using a trackable shipping method at your expense.

3. Return Shipping:
3.1. Customers are responsible for the shipping costs associated with returning the item, unless the return is due to a manufacturing defect or an error on our part.
3.2. We recommend using a trackable shipping method and purchasing shipping insurance to ensure the safe return of the item.

4. Inspection and Refunds:
4.1. Once we receive the returned item, our team will inspect it to ensure it meets the eligibility criteria stated in Section 1.
4.2. If the item is deemed eligible for a refund, we will process the refund within 10 business days. The refund will be issued using the original payment method used for the purchase.
4.3. If the return does not meet the eligibility criteria, we reserve the right to refuse the return or charge a restocking fee.

5. Exchanges:
5.1. We currently do not offer direct exchanges. If you wish to exchange an item, please follow the return process outlined in Section 2 and place a new order for the desired item on our website.

6. Non-Returnable Items:
6.1. The following items are non-returnable:

  • Custom-made or personalised items.
  • Items that have been installed, used, or damaged after delivery.
  • Items returned without a valid RA number.

7. Damaged or Defective Items:
7.1. If you receive a damaged or defective item, please contact our customer service team within 5 days of delivery. We will work with you to resolve the issue promptly.

8. Changes to the Returns Policy:
8.1. We reserve the right to modify or update this Returns Policy at any time. Any changes will be effective immediately upon posting on our website.

If you have any questions or concerns regarding our Returns Policy, please contact our customer service team for further assistance.

Thank you for choosing Mason And Dean.