Return Policy

Return Policy

🇪🇺 EU Right of Withdrawal (Legal Right)

As a consumer in the European Union, you have the legal right to cancel your order within 14 days of receipt, without providing a reason. This is your legal right of withdrawal under the EU Consumer Rights Directive.

Would you like to exercise this right? Please use our withdrawal form or send an email to info@masonmoor.com with your order number. After submitting your withdrawal, you must return the item within 14 days.

The cost of return shipping when exercising the right of withdrawal is borne by the customer. Our warehouse is located in Asia; return costs typically range between €15 and €30. We recommend a trackable shipping method.

📦 Extended Return Window: 90 Days

In addition to the legal right of withdrawal, we offer an extended return window of 90 days after receipt. You can return your order if the item:

  • Arrived defective or damaged
  • Does not match the product description
  • Is in its original, unused condition (including original packaging and tags)

How to Return?

  1. Step 1 – Contact Us: Send an email to info@masonmoor.com with your order number and the reason for return. We will send you the return instructions.
  2. Step 2 – Send Your Package: Send the item to the provided address using a trackable shipping method. As the sender, you are responsible for the return shipment.
  3. Step 3 – Receive Your Refund: Once we have received the returned item in good condition, we will process the refund within 14 business days via the original payment method.

⚠️ Non-Returnable

  • Items that have been used, worn, or damaged by the customer
  • Items without original packaging or tags (unless the product is defective)

Need Help?

Contact us via info@masonmoor.com – our customer service is available Mon-Sun from 09:00 to 18:00 and typically responds within 24 hours.