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.

 

If you change your mind after you've ordered, but before we have dispatched your goods

If you wish to cancel an order for a frameset or accessory 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.

If you change your mind once you've received your order

You have the right to return products, 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.

For our built-to-order bikes, we cannot offer refunds or exchanges unless the product is faulty or not as described. Once 48 hours have passed since your order, it cannot be cancelled.

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.

Any refunds discrepancies due to currency exchange are not Mason Cycles responsibility. Mason Cycles will refund the amount paid in GBP

Parcels that are returned to us remain your responsibility until we recived it, 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:

• Product has been used
• Packaging of the product has been damaged
• Product is damaged in any way
• Product is not in full resalable condition
• Goods are faulty, incorrect or damaged in transit

Your rights to return goods are protected under the EU Distance Selling Directive.

• If you have any questions about returning goods, please contact us at [email protected]

Returning special order products

In addition to the infomation above, if there is a component or components within 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.

Returning products that are faulty or not as described

Under the Consumer Rights Act of 2015 you have an early right to reject goods that are unsatisfactory quality, unfit for purpose or not as described, and get a full refund. But this right is limited to 30 days from the date you took ownership of the goods (this could be the date of purchase or the date the goods were delivered to you - whichever is later). After the initial 30 days, you can't demand a full refund in the first instance, but you still have the right to a repair or replacement.

Once your returned item is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 calendar days. If you paid for standard delivery of the goods, the cost of standard delivery will also be refunded.

There are certain situations where only partial refunds are granted:

•             any item not in its original condition, which is damaged or missing parts for reasons not due to our error

•             any item that is returned more than 30 days after delivery.