Return & Refund Policy
Every Mason & Hartley lighting fixture is carefully inspected by our quality control team before dispatch to ensure it meets our standards of craftsmanship, finish and performance.
We offer a 14-day return period, meaning you have 14 days from the date of delivery to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused and uninstalled, with tags, and in its original packaging. You must also provide the receipt or proof of purchase.
How To Start A Return
1 - To start a return, please contact us at info@masonandhartley.com and let us know the reason for your return request.
2 - Once approved, we will provide detailed return instructions together with the appropriate return address. Returns sent without prior authorisation will not be accepted.
3 - Once the returned item has been received, inspected and confirmed to meet our return conditions, your refund will be processed.
All approved returns are processed through our United Kingdom Returns Centre.
Refunds
Once your return has been received and inspected, we'll notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method within 5 business days.
Please note that your card issuer or bank may require additional time before the funds appear in your account.
If more than 10 business days have passed since your refund was approved, please contact us at info@masonandhartley.com.
UK Returns Centre
All approved returns are processed through our United Kingdom Returns Centre, where each item is carefully inspected by our quality control team before any refund is issued.
Return instructions together with the full return address will be provided once your return request has been approved.
Please do not return products without prior authorisation, as unauthorised returns may be refused.
Damages, Issues / Faulty Products
Please inspect your order carefully upon delivery.
If you discover:
- Transit damage
- Cosmetic defects
- Incorrect products
- Missing components
please contact us immediately with clear photographs of both the product and the packaging.
Damage Reports
To allow us to investigate with our courier and resolve the matter promptly, all transit damage, cosmetic issues, shortages and discrepancies should be reported within 48 hours of delivery.
Reports made after this period may not be eligible for replacement, repair or compensation where it is no longer possible to determine whether the damage occurred during transit or after delivery.
Bespoke & Made-to-Order Products
Products manufactured or modified to your individual specification are exempt from our change-of-mind returns policy.
This includes, but is not limited to custom sizes, custom cable lengths, custom chain lengths, custom light temperatures, custom dimensions, custom finishes and any other bespoke options requested before manufacture
As these products are manufactured specifically to your individual requirements, they cannot be resold to another customer. For this reason, bespoke and made-to-order products cannot be cancelled or returned once production has commenced.
Restocking Fees
We do not charge restocking fees. Eligible returns that comply with this policy will receive a refund of the full purchase price.
Return Label
Unless the product is confirmed to be faulty or supplied incorrectly, customers are responsible for arranging and paying for return shipping.
Customers are responsible for ensuring returned goods are securely packaged to prevent damage during transit.
Exchanges
We accept exchanges.
The quickest way to receive a different product is to return your original item in accordance with this policy and place a new order once your return has been approved.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Contact Information:
For any questions or concerns regarding returns or your order, feel free to reach out to our support team:
Mason & Hartley
info@masonandhartley.com
+44 7460 022806
5 Hotspur Street,
London, SE11 6BT
United Kingdom
Customer Service Hours:
Mon to Fri: 09:00 - 17:00
Sat to Sun: 10:00 - 16:00
All enquiries are responded to within 24 hours.