Refund & Exchange Policy

We want you to love your purchase from Mason & Francis. If it’s not quite right, we’re here to help make things easy.

Timeframes for Returns

• Australian orders: Please return your item within 14 business days of receiving it.
• International orders: You have 28 days from the date of delivery.
• Unfortunately, we’re unable to accept returns outside these timeframes.

What Can Be Returned

Full-Priced Items
You’re welcome to return these for a refund or store credit.

Sale Items
All sale items are final sale — we’re unable to offer returns or exchanges unless the item is faulty or not as described.

Return Conditions

To be eligible for a return:

• Items must be unused, in original condition, with tags still attached.
• Gift vouchers are not refundable.
• Return shipping is at your own cost and is non-refundable.
• We recommend using a trackable service, as we can’t take responsibility for lost returns.

If Something’s Not Right

If your item arrives damaged, faulty, or not as described, please email us at info@masonandfrancis.com.au within 7 days of receiving it. We’ll work with you to arrange a replacement, refund, or repair in line with Australian Consumer Law.

Where to Send Your Return

Mason & Francis
39A Sackville St
Port Fairy, VIC 3284
Australia

Exchanges

The quickest way to exchange is to return your item and place a new order for the one you’d like instead.

Refunds

Once we receive and inspect your return, we’ll let you know if it’s approved. If so:

• Your refund will be processed to your original payment method within 10 business days.
• Banks and credit card providers may take a little extra time to complete the transaction.

If it’s been more than 15 business days since your refund was approved, feel free to reach out to us at info@masonandfrancis.com.au.