Return Policy
Return Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it—unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@sandmasons.com. Once your return is approved, we will provide you with the address of the appropriate regional fulfillment center to send your return to, along with a return shipping label and instructions.
Items sent back to us without first requesting a return will not be accepted.
You can always contact us with any return questions at info@sandmasons.com.
Preorders
For preordered items, the same return and refund policies apply as stated above. If your preorder has not yet shipped, you may cancel your order at any time for a full refund.
If there are delays in production or delivery, we will notify you, and you will have the right to cancel your preorder and receive a full refund.
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right. For defective or incorrectly delivered items, we will cover the cost of return shipping.
Exceptions / Non-Returnable Items
Certain types of items cannot be returned, such as perishable goods (like food, flowers, or plants), custom products (like special orders or personalized items), and personal care goods (like beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases.
Unfortunately, we cannot accept returns on sale items or gift cards.
Please get in touch if you have questions or concerns about your specific item.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14-Day Cooling-Off Period
If the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification. This includes preordered items.
To be eligible for a return, your item must be in the same condition that you received it—unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
If you cancel your order within the 14-day cooling-off period, you will receive a full refund for the product and the original shipping cost (if applicable). However, you are responsible for the cost of return shipping.
Refunds
We will notify you once we’ve received and inspected your return and let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method within 10 business days.
Please remember it can take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we approved your return, please contact us at info@sandmasons.com.
