Refunds and Returns
If you are at all unhappy with your Mason Cycles product, or if the item is faulty when you receive it, please contact us immediately on [email protected] or call 01273 463000.
You have the right to return the product, excluding built to order bikes, in unused condition up to 14 days post-purchase. You are liable for the shipping costs of returning the item.
We can't offer refunds or exchanges, unless faulty or not as described for our Built to Order bikes.
Where a product has been specially ordered for you, such as our Built to Order bikes, unless faulty, we're unable to refund or offer an exchange. We're unable to accept cancellations for these orders, unless within 48 hours of the order being placed. We'll make this clear when you place your order.
This does not affect your statutory rights.
For us to process any returns and subsequent refunds please ensure your item reaches us within 14 days after contacting us. Please note we cannot accept responsibility for items lost in transit so we advise using a recorded method and may request proof of delivery. Refunds may take up to 28 days to process but we will always endeavour to process them as quickly as possible.
Parcels that are returned to us remain the customer’s responsibility and a refund will not be given until we have safely received the package undamaged.
Once we have received the item and inspected it to ensure it is in as new condition, we will provide a full refund. Should the returned item not be in as new saleable condition, we will contact you immediately. Mason Cycles retains the right to inspect any returns and deduct monies for wear and tear or damage, including where the item has been either checked or used.
The rights to return the goods to us as referred to above will not apply in the following circumstances:
- In the event that the product has been used.
- The packaging of the product has been damaged.
- The product is damaged in any way.
- The product is not in full resalable condition.
- Goods Faulty on Arrival, Incorrect or Damaged in Transit.
Your rights to return goods are protected under the EU Distance Selling Directive which can be found at www.hmso.gov.uk/si/si2000/20002334.htm
- If you have any questions about returning goods, please contact us at [email protected]
Cancelling An Order Before Despatch
If you wish to cancel your frame set or accessory order before it has been despatched you can notify us by email to [email protected]. In some cases goods may have been despatched even before you have been notified but we will always make our best efforts to meet your request.
Special Order Products
If there is a component or components for your order that is not listed on the website, and is not carried in regular stock by Mason Cycles, then this will be considered a special order product. If you cancel your order, and we have ordered these products, then there will be a 20% restocking fee.