Masoncanlids.com adheres to the tenet of "Quality First, Customer First". We have a quality inspection team to check the products you ordered before packaging and sending them, but sometimes it is necessary to return or exchange the products. If you are not satisfied with your purchase, please take advantage of our cancellation policy and return policy.
For questions not mentioned below, please send an email to [email protected], including a photo explaining and explaining the reason for the request.
Before shipping, all our products can be cancelled. If your order is unpaid, you can easily cancel the order yourself. If your order has been paid, you can contact our customer service to cancel your order. Once your order has been sent, it can no longer be cancelled. Once production starts, we cannot guarantee any cancellation or modification orders. Once the production of any customized or special products (non-stock products) orders will not be cancelled.
Cancel before payment
1. Log in to "My Account" and click "My Orders".
2. Click the order number you want to cancel.
3. Click "Delete this order", and then confirm that you want to cancel the order.
Cancel after payment
Please note that we may provide corresponding cancellation policies or solutions for customers’ inquiries based on different product categories.
1. Orders cancelled within 24 hours after payment confirmation will be eligible for a full refund.
2. Orders cancelled more than 24 hours after payment confirmation will be eligible for a partial refund, including full shipping costs and 60% of the product purchase price.
3. After your order is sent, it can no longer be cancelled.
Note: The deduction is for replenishment/processing fees.
We encourage you to conduct a thorough inspection when you receive the package and make sure that the item is what you specified. If you want to replace/return products, please make sure they are in their original condition, unused, undamaged and in the original packaging.
To initiate a return or exchange, please email us your Order Number and photographs of products(if applicable) at [email protected] to obtain a Return Merchandise Authorization (RMA) number. We will email you back your own RMA Number together with the return address within 3 Business Days. After receiving an RMA number, customers have 7 Calendar Days to return the original items(s) with tags in their original packaging. And then, mail the return to the attached address.
Customers need to send back your package and its tracking number within 7 Calendar Days when you have got the RMA number.
If Superwavess is responsible for the shipping fees, we will refund the tax with return shipping fees together to your original payment method.
30 days conditional return
If you are not satisfied with your purchase and the product is still in a brand new condition, we can arrange a partial refund, which will cover the price of the product minus the shipping cost. You will be responsible for paying the return shipping fee.
If the product is damaged or does not work properly, please refer to our 14-day product guarantee or similar guarantee. All accessories of this product should be included in the return package, and these accessories should still be in good condition.
30 days after delivery
After 30 days from the date of delivery, we will not accept requests for refunds or replacements.
Please contact our customer service representative for more information.
Defects, damage, transportation errors, missing items:
1. If we ship you a defective, damaged or wrongly delivered item, you are eligible for a partial/full refund or exchange (excluding accessories). For lost items, if they are in stock, we will resend them for you. Otherwise, you will get a refund.
2. If you think that your item was damaged during transportation, you must obtain a "Proof of Damage" document from the shipping company, which should be included in the returned package.
How to return defective items to Mason?
Before returning the defective item, please contact us to receive the return shipping address and other instructions. If we do not notify us in advance, mason will not be responsible for returned items.
Here are some further suggestions and important reminders:
1. Keep all packaging materials and shipping instructions, which may be necessary to process your return request;
2. After returning the product, please send us the tracking number and a copy of the shipping receipt; if we cannot receive this information, we must wait until the product arrives in our warehouse before processing.
3. The refund will be arranged according to the same payment method you used when placing the order. All intermediary fees and bank fees will be borne by the client;
4. If the package is found to be damaged or opened, you can refuse to sign for the package. Accepting broken or damaged packages may affect your return requirements;
5. If you want to avoid paying high import taxes on returned packages, please avoid choosing DHL, UPS, TNT, FedEx and other express delivery services;
6. After receiving the defective item, we can arrange a refund or replacement of the product;
7. Please put a note in the return package, including the following details (this will speed up your return request):
8. If you refuse to deliver the package due to import duties or taxes, you are fully responsible for all costs of returning the item to us.
What we need:
1. Your order number;
2. Product number or name and quantity;
3. A brief description of the problem with the product;
1. Once your request is approved, our customer service department will provide you with the sender's address (not the location address or the parcel address).
2. Please send the item back to the sender address as soon as possible, and then send the tracking number to us.
3. The received items are unused, undamaged and in original packaging. All returns will be inspected. When we confirm that the product has the problem you mentioned, we will process a refund.
4. If your request is not approved or the returned item is unacceptable, we reserve the right not to process a refund.
Any purchase made on Masoncanlids.com indicates that you have read, understood and agreed to our cancellation and return policy described above. Masoncanlids reserves the right to change and/or improve this policy. Any changes will be updated in the relevant section of the help center.