Mason Complete Office Solutions is dedicated to delivering exceptional service to our customers, and we prioritize compliance with the Consumer Protection Act. We have implemented measures to ensure that all our staff and suppliers are fully informed about and adhere to the regulations outlined in the Act. Our returns policy is carefully crafted to align with these requirements, reflecting our commitment to conducting business in accordance with consumer protection laws.

Our Quality Assurance
At Mason Complete Office Solutions, we exclusively stock premium-quality goods. We stand behind the quality of every product we offer, and we’re confident that you’ll be satisfied with your purchases. However, if you encounter any issues or concerns, please refer to the options listed below. We are dedicated to operating our business in accordance with the Consumer Protection Act, and all our policies are subject to applicable laws.

7-Day Exchange or Refund Policy
You can exchange or receive a refund for most goods within 7 days of purchase. To be eligible, the items must be in their original condition and packaging, with no signs of use, and any security seals or shrink wraps must remain intact (if applicable). For all exchanges or refunds, a copy of the invoice is required.

Exclusions from the 7-Day Exchange or Refund Policy
General:
•    You cannot cancel customized (special-order) items. However, you can return them only if they do not meet the material specifications of the special order.
•    Goods purchased via special arrangement or custom order will only be replaced if found defective.
•    Customers are encouraged to ensure that measurements and specifications of custom-made products are 100% correct when ordering, as custom-made orders cannot be refunded or exchanged if incorrect sizes were provided.

Cartridges:
•    Cartridges that have been opened or are beyond their expiry date will not be accepted for return.

Hardware:
•    Special-order goods are items made or changed specifically to fit what the customer needs. These items cannot be returned.
•    Goods purchased via special arrangement or custom order will only be replaced if found defective.

Furniture:
•    Special-order goods are items made or changed specifically to fit what the customer needs. These items cannot be returned.
•    Goods purchased via special arrangement or custom order will only be replaced if found defective.
•    Customers are encouraged to ensure that measurements and specifications of custom-made products are 100% correct when ordering, as custom-made orders cannot be refunded or exchanged if incorrect sizes were provided.
•    Goods sold as “clearance sale items”, damaged, defective, used, or repaired, with disclosed facts before purchase, are not eligible for return.

Defective Items
If goods are found to be defective after a purchase, please contact us and make us aware of the fault. Depending on the type of product and the supplier linked, we may be able to offer the following options: repair, replacement, or refund. The solution will be decided on a case-by-case basis.

Refund Process
You will be refunded using the same method of payment used for your purchase at Mason’s. Once we have accepted your return and approved the refund, you will receive it through one of the following methods:
•    Electronic Transfer: The refund amount will be transferred directly into your account. Please allow at least 2-3 working days from the receipt of the goods at our warehouse for the reversal to reflect on your card statement.
•    Credit Card Payments: Refunds for credit card payments will be reversed against the card used for the original purchase. Please allow 2-3 working days from the receipt of the goods at our warehouse for the reversal to reflect on your card statement.
•    Mason Account Credit: If you have an account with us, a credit will be applied for use towards future purchases.