Returns Policy

1.1

Every Mason & Dean product — whether selected from our online catalogue or built from custom drawings — is manufactured to order in our Tamworth workshop. We do not hold stock for resale.

1.2

Because every order is cut, welded, and powder-coated specifically for the customer, we are unable to accept change-of-mind returns once manufacturing has commenced.

1.3

Standard products from our online catalogue typically begin manufacturing within 4–6 weeks of order, depending on workshop scheduling. Custom orders begin manufacturing once drawings have been approved by the customer in writing.

2.1

You may cancel any order at any time before work has commenced and receive a full refund of the order value, including any deposits paid. No cancellation fee applies.

2.2

To cancel an order, contact our customer service team as soon as possible by phone on (02) 6762 5249 or by email at customercare@masonanddean.com.au. We will confirm whether manufacturing has commenced and process your refund accordingly.

2.3

Refunds are processed using the original payment method and typically clear within 10 business days, depending on your bank or card issuer.

2.4

Custom orders — design & drawing fee. If drawings have been prepared but manufacturing has not yet commenced, a Design & Drawing Fee of 10% of the order value (minimum $250) will be deducted from your refund to cover design time, revisions, and CAD preparation. This fee applies only to custom (drawing-based) orders, not to standard catalogue products.

2.5

Once manufacturing has commenced — including cutting of steel, welding, or scheduling of powder coating — the order cannot be cancelled and no refund will be issued.

3.1

Freight carriers require us to lodge transit damage claims within 24 hours of delivery. For this reason, please inspect your order on receipt and contact us immediately if anything is damaged in transit.

3.2

If transit damage is reported within the 24-hour window, we will handle the claim with the carrier on your behalf and arrange replacement of the affected items at no cost to you.

3.3

Claims made after 24 hours cannot be lodged with the freight carrier and may not be eligible for replacement or refund. Please keep all original packaging and take clear photographs of any damage before unpacking further.

3.4

To report transit damage, contact us within 24 hours of delivery by phone on (02) 6762 5249 or by email at customercare@masonanddean.com.au with your order number and photographs of the damage.

4.1

All Mason & Dean products are covered by our 10-Year Structural Warranty against manufacturing defects. This warranty applies whether the product is uninstalled or installed.

4.2

If you receive a product that is faulty due to a manufacturing defect, please contact us as soon as possible. Depending on the nature of the defect, we will arrange repair, replacement, or refund in accordance with our warranty terms and your rights under Australian Consumer Law.

4.3

For full warranty terms, coverage, exclusions, and the claims process, see our 10-Year Structural Warranty.

5.1

Customers who select workshop pickup will be notified by email when their order is ready for collection from our Tamworth workshop. Reminders are sent at 7 and 12 days after the initial notification.

5.2

Orders must be collected within 14 days of the “ready for pickup” notification. After 14 days, a storage fee of $15 per day will apply and must be paid in full before the order can be released.

5.3

After 60 days from the initial “ready for pickup” notification, Mason & Dean reserves the right to consider the order abandoned and to dispose of, sell, or recycle the goods to recover storage and handling costs. No refund will be due to the customer in these circumstances.

5.4

If you need additional holding time, please contact us before the 14-day period expires. We will do our best to accommodate genuine requests, subject to workshop space and scheduling.

6.1

Nothing in this policy excludes, restricts, or modifies your rights under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010).

6.2

You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

7.1

For all cancellation requests, damage reports, warranty claims, or general enquiries about your order, please contact us:

7.2

Mason & Dean
37 Avro Street
Tamworth, NSW 2340
customercare@masonanddean.com.au
(02) 6762 5249

7.3

Mason & Dean reserves the right to modify or update this Returns Policy at any time. Any changes will be effective immediately upon posting on our website.