Returns & Refunds

Every Mason Hart piece is made to order for you. Please read this policy before you order.

Personalized and custom-made items

Items we personalize for you (with your photo, names, date, place or message) are made specifically to your order. Because of this, they cannot be returned or exchanged, and are not eligible for a refund because you changed your mind. This includes the EU 14-day right of withdrawal, which does not apply to goods made to a customer's specifications.

Please check your photo, names, dates, spelling and format carefully before you complete your order. We print exactly what you submit.

Damaged, defective or wrong items

If your item arrives damaged, defective, or is not what you ordered, we will make it right. Contact us at care@masonhart.com within 14 days of delivery with your order number and a clear photo of the problem. After we review it, we will send a free replacement or refund you, whichever you prefer.

If your item was printed with an error that is ours, we will reprint it at no cost to you. If the error was in the details you submitted, we are unable to offer a refund or a free reprint.

Cancelling or changing an order

Because production starts soon after you order, please contact us at care@masonhart.com as quickly as possible if you need to cancel or change an order. We can only do this if production has not started. Once your item is in production, it cannot be cancelled or changed.

Items that are not personalized

If we offer a product that is not personalized, you may request a return within 30 days of receiving it (14 days for orders shipped to the European Union, for any reason). The item must be unused and in its original packaging. Contact us at care@masonhart.com to start a return. Items sent back without first contacting us will not be accepted.

Refunds

Once your claim or return is reviewed, we will let you know whether the refund was approved. If approved, the refund goes to your original payment method within 10 business days. Your bank or card company may need extra time to show it on your account. If more than 15 business days have passed since we approved your refund, please contact us.

Your legal rights

This policy does not affect your statutory rights as a consumer, including your legal rights if an item is faulty or not as described.

Questions? Email us at care@masonhart.com.