Shipping & Returns
Returns & Refunds Policy
Last updated: 21 October 2026
1. Overview
At Mason’s Vision, we want you to be satisfied with your purchase.
This policy explains your rights when withdrawing from an online purchase, returning jewellery, requesting a refund or reporting a defective or non-conforming product.
Your statutory consumer rights remain unaffected by this policy. Nothing in this document excludes or limits any right or remedy that cannot lawfully be excluded or limited under applicable law.
2. Right of Withdrawal
Where applicable consumer law provides a statutory right of withdrawal, consumers generally have 14 days to withdraw from an eligible online purchase without giving a reason.
For goods, this period generally begins on the day the consumer, or a person designated by the consumer other than the carrier, receives the goods.
Special rules apply to orders containing multiple goods delivered separately or goods delivered in multiple lots or pieces.
Certain products are excluded from the statutory right of withdrawal where the applicable legal requirements are satisfied.
How to exercise your right of withdrawal
You may exercise your right of withdrawal by submitting an unequivocal statement notifying Mason’s Vision of your decision to withdraw from the purchase contract.
Where applicable, you may use our online withdrawal function:
Online withdrawal function: [INSERT LINK AFTER IMPLEMENTATION]
You may also contact us using the contact details provided below or use another legally permitted method of communicating your decision.
Where the online withdrawal function is required by law, contacting us by email does not replace our obligation to provide that function.
To help us identify your purchase, please provide your order number, name and the product or products concerned.
You must communicate your decision to withdraw before the applicable withdrawal period expires.
Returning the goods
After notifying us of your withdrawal, you generally have a further 14 days to send the goods back, subject to applicable law.
Unless we have agreed to bear the cost or applicable law provides otherwise, you are responsible for the direct cost of returning the goods, provided you were informed of this obligation before purchasing.
Please contact us for the applicable return instructions and destination before sending your jewellery.
3. Refunds Following a Valid Withdrawal
Where you validly exercise your statutory right of withdrawal, we will reimburse the payments required by applicable law.
This generally includes:
The price paid for the returned goods.
The cost of the least expensive standard delivery option offered, where applicable.
We are not required to reimburse additional delivery costs resulting from your choice of a more expensive delivery method than the least expensive standard option we offered.
Refunds will be processed without undue delay and within the applicable statutory deadline, generally 14 days after we are informed of your decision to withdraw.
Where permitted by law, we may withhold reimbursement until we have received the returned goods or you have provided evidence that you sent them back, whichever occurs first.
Refunds will generally be made using the same payment method used for the original transaction unless you expressly agree otherwise without incurring additional fees.
Condition of returned goods
You may handle goods to the extent necessary to establish their nature, characteristics and functioning, as you would reasonably be able to do in a physical shop.
You may be liable for diminished value resulting from handling beyond what is necessary for that purpose, to the extent permitted by law.
The absence of original packaging does not automatically eliminate your statutory right of withdrawal.
4. Personalised and Custom Jewellery
Some Mason’s Vision products can be personalised or manufactured according to customer specifications.
Engraving is optional unless a particular product listing expressly states otherwise. Where available, customers may select their preferred engraving text or choose the “No engraving” option.
Under applicable consumer law, the statutory right of withdrawal may not apply to goods made to the consumer’s specifications or clearly personalised.
This exception may apply to qualifying jewellery engraved with customer-selected text or otherwise genuinely personalised to the customer's requirements.
The exception does not automatically apply to every product manufactured after an order is placed. Standard jewellery does not become exempt from withdrawal rights merely because it is made to order.
Where the exception applies, a customer generally cannot withdraw from the purchase simply because they have changed their mind.
The personalised-goods exception does not remove statutory rights and remedies relating to defective, damaged, incorrectly engraved or otherwise non-conforming products.
5. Defective, Damaged or Non-Conforming Products
If your jewellery arrives damaged, contains incorrect personalisation, differs from the agreed specifications or otherwise fails to conform to the purchase contract, please contact us.
Provide your order number and a description of the issue. Photographs may help us understand the problem, where appropriate.
We will assess the issue and provide the remedies required by applicable law.
Depending on the circumstances, these remedies may include repair, replacement, a price reduction or termination of the contract and a refund.
Where applicable law requires a remedy to be provided without charge, you will not be required to pay costs that the law places on the seller.
We will not treat a product as non-returnable merely because it was personalised if the product is defective or does not conform to the contract.
6. Exchanges
If you wish to exchange jewellery because you have changed your mind, please contact us to discuss whether an exchange can be arranged.
Any voluntary exchange is subject to our agreement and must not restrict your statutory rights.
Where a product is defective or non-conforming, your rights are governed by applicable consumer law and are not limited to the voluntary exchange arrangements described here.
7. Sale and Discounted Items
Discounted and promotional products remain subject to applicable statutory consumer rights.
A product's sale status does not, by itself, remove the statutory right of withdrawal or remedies for defective or non-conforming goods.
Any additional restrictions on voluntary returns will apply only to the extent permitted by law and will not limit mandatory consumer rights.
8. Return Shipping
Unless we have agreed otherwise or applicable law requires us to pay, you are responsible for the direct cost of returning goods following a statutory withdrawal, provided you were informed of this obligation before purchasing.
If a product is defective or non-conforming, return and remedy costs will be handled in accordance with applicable law.
Please contact us before returning an item so that we can provide the appropriate return instructions.
Return address: [INSERT CONFIRMED RETURN ADDRESS]
We recommend using a tracked shipping service and retaining proof of postage, particularly for high-value jewellery.
Unless required by law, we cannot guarantee receipt of a parcel that is lost in transit. This does not limit any rights or responsibilities imposed on us by applicable law.
9. Refund Processing
Once a return has been received, where receipt is relevant to the applicable refund procedure, we will process the request in accordance with the applicable statutory deadlines.
We will notify you if additional information is reasonably required to identify your order or assess your claim.
Refunds will generally be returned to the original payment method unless you expressly agree otherwise without incurring fees.
The time required for a refund to appear in your account may depend on your bank or payment provider after we have processed it.
Nothing in this section extends a statutory refund deadline or removes any right you may have under applicable law.
10. How to Contact Us
For questions about returns, refunds, withdrawal requests or defective products, contact:
Mason’s Vision EOOD
Email: customer@masonsvision.com
Registered address: [INSERT REGISTERED BUSINESS ADDRESS]
Online withdrawal function: [INSERT LINK AFTER IMPLEMENTATION]
We will review your enquiry and respond within the time required by applicable law.
11. Applicable Law
This policy is subject to the laws applicable to the relevant transaction, including mandatory consumer protection requirements.
Nothing in this policy deprives consumers of protections that cannot lawfully be excluded or restricted by contract.
End of Returns & Refunds Policy