Returns | Cancellations

We operate no fuss and very simple return policy:

STANDARD RETURNS

We aim to deliver you the best possible quality products and always ensure pre-dispatch that the ordered goods fully meet the highest possible manufacturing quality standards. If you are still not satisfied with your purchase; simply return the product(s) to us in their original condition within 14 business days of receipt. Prior to the return of goods, it is essential that you contact us in writing by email and provide us your reason(s) for the return and do not return the goods until you hear back from us. If you have received faulty, defective, damaged product or if there is a discrepancy in the product received, please contact us in writing within 7 business days to discuss replacement, exchange or refund.  If the product(s) received is damaged during transit, please send us the clear photos of the product and it’s packaging by email. If you chose to get a refund, unless the ordered product(s) has a manufacturing defects, damaged in transit or valid discrepancies, we will issue the refund after deducting our costs of shipping & packing. The cost of returning product(s) to us is your responsibility in all circumstances except if the product(s) subject to return process has manufacturing or quality defects. Refund will be processed within 1 week following the receipt of returned product(s).

MADE TO ORDER PRODUCTS RETURNS & CANCELLATIONS 

Made-to-order or in other words non-stock items e.g. Apron Badges, Collar Jewels, Grand Rank Aprons are not typically eligible for return or refund once production has begun. By placing an order for a made-to-order product, you agree to the terms set out below;

Pre-production cancellation: You may cancel made-to-order product within 24 hours of placing the order for a full refund for us to be able to stop the product from entering production or manufacturing process.

Post-production cancellation: Once the production or customisation has begun, cancellations are no longer possible. Any changes to the order or cancellation will not be accepted, and refunds will not be issued.

In certain circumstances, we may consider a cancellation or refunds of made-to-order item such as if the product is faulty or fails to meet agreed specifications. It is important that while placing your order for Apron badges, Masonic Jewels and Grand aprons please ensure that you provide us the correct details e.g. “Rank” and “Province” or other details for a made-to-order product. We will not be responsible any wrong order production of order as a result of an incorrect information supplied by the customer.

The item is your responsibility until it reaches us. We cannot accept responsibility for items lost in the postal system whilst in transit back to us. We recommend that you return the goods packed appropriately using a delivery service that insures you for the value of the goods. The cost of returning the item to us is your responsibility in all circumstances.

Please ensure you contact us in writing by email or by post prior to returning the item and provide your reason(s) for the return. We will respond you within 24 hours. Our email address is sales@masonicregaliastore.co.uk