Refund policy

You have the right to return your order up to 14 days after receiving it. After cancellation, you have an additional 14 days to return your product.

Conditions for Returns

• Product Condition: To be eligible for a return, your item must be unused, in the same condition you received it, and in its original packaging.
• Non-returnable Items: Certain goods, such as personalised products, perishable items, or hygiene-related products (e.g. beauty items), are non-returnable for safety reasons.

Return Process

• Contact: To initiate a return, please contact our customer service team within 14 days of receiving your product at support@masonbaye.com. Be sure to include your order number and the reason for the return.
• Receiving Return Instructions: After contacting us, we will provide return instructions and the correct return address. Please do not return the item to our Rotterdam business address, as this is not a return location.

Return Costs

Return shipping costs will be covered by the customer. You will receive instructions for the return adress after you initiate the return process.

Refund Process

• Refund Processing Time: Refunds are processed within 5 days after we receive your returned item.
• Method of Refund: Refunds will be issued to the original payment method used at checkout.

Specific Scenarios

• Damaged or Defective Items: If your item is damaged or defective, contact us immediately at support@masonbaye.com with photo evidence. We will arrange for a replacement as soon as possible.
• Wrong Product Received: If you receive the wrong item, please notify us. We will correct the issue and ship the correct item at no additional cost to you.
• Item Never Arrived: If your order has not arrived within the estimated shipping window, please check the shipping policy here and track your order here. Contact us if further investigation is needed.
• Change of Mind: If you change your mind, you may cancel your order free of charge within 24 hours of placement and before the 17:00 cut-off time. If the order has already been dispatched, you must wait for delivery and then follow the return process.
• Cancellation: Orders can be cancelled up to 24 hours after placement or before the cut off time, provided they haven’t been processed. Contact us as soon as possible to cancel your order.
• Exchanges: At this time, we do not offer exchanges. Please return the item and place a new order if needed.

Return Address

All returns must be sent to our warehouse in China. The exact return address will be provided by our customer service after your return request has been approved.

Return Form

A return form will be provided by our customer service team upon request. Please fill it out and include it in your return package.

Company Information

Website Name: Mason Baye
Company Name: JB E-Commerce
Address: Raphaelstraat 1, 7007 CC, Wehl, Gelderland, Netherlands
E-Mail: support@masonbaye.com
Contact Form: here
Phone: +31 657675269
Business Number: 81515111
VAT Number: NL003571494B02

Customer Service Opening Hours:
Monday to Friday from 09:00 to 18:00
Saturday and Sunday from 10:00 to 17:00
We respond within one day.