Contact Paul Mason trading as Mason Design at info@masons.design or 8 Hampton Drive, Felling, Gateshead, NE10 9EP, United Kingdom. Please include your order number where possible.
Changing your mind about a non-personalised item
For an online order, tell us you wish to cancel within 14 days after you receive the goods. You then have another 14 days to send them back. Email us or use the cancellation form below. You do not need to give a reason. A standard product does not become personalised merely because you selected an ordinary option offered to all customers.
Return the item to the address above. For a change-of-mind return, you pay the direct return postage. Please package it securely; original packaging is helpful but is not a condition of your statutory cancellation right. We may make a deduction for diminished value caused by handling beyond what is needed to establish the goods’ nature, characteristics and functioning.
We will refund the item price and the standard outward delivery charge, if any. Extra delivery charges for an upgraded service are not refunded. We will refund within 14 days of receiving the goods back or receiving evidence that you sent them, whichever is earlier, using the original payment method unless we agree otherwise. We may withhold the refund until then.
Items made to your specifications or clearly personalised
The statutory change-of-mind cancellation right generally does not apply to goods made to your specifications or clearly personalised, such as a clock engraved with your chosen name or message. If you contact us promptly and production has not started, we will try to accommodate a cancellation, but this voluntary option does not change your statutory rights.
Faulty, damaged or misdescribed goods
Your statutory rights still apply to all goods, including personalised items. Please contact us if something is faulty, damaged, not as described or not fit for purpose. Photos can help us resolve the problem, but there is no 48-hour deadline for reporting a fault. Depending on the circumstances and the law, you may be entitled to a repair, replacement or refund. We will cover reasonable return costs where the goods are faulty or misdescribed.
Cancellation form (optional)
To Paul Mason trading as Mason Design, 8 Hampton Drive, Felling, Gateshead, NE10 9EP, United Kingdom; info@masons.design: I hereby give notice that I cancel my contract of sale of the following goods: [description]. Ordered on [date]; received on [date]. Name: [name]. Address: [address]. Date: [date]. You may email this information; a signature is needed only if sending a paper copy.
See our Terms & Conditions and Shipping & Returns pages for more information. Nothing in this policy limits your statutory rights.
