How do I return an item?
We want you to be happy with your purchase. To that end, we have established a return policy that we hope you will agree is fair and reasonable, given that we offer personal-use items.
A full refund will be given on items returned unused and complete, exactly as received, provided you contact us within 30 days of receipt. Once the item has been used at all, it is not eligible for a refund or credit. Should our inspection determine that the item has been used no refund will be issued and the brush will be returned to the customer. If we provided free shipping for the item returned, the refund will be reduced by our shipping cost. The cost of returning the item to us is assumed by the customer.
Because of Mason Pearson's high quality control standards and our sturdy packaging, it is highly unlikely that you will receive a defective or damaged item. However, if you do, please advise us of the problem within 30 days of receipt and we will arrange to refurbish the returned item or replace it with an identical item. Further, we will assume all shipping costs associated with such a return.
For any return, please contact us by email or by phone at (877) 532-7788 to obtain a Return Merchandise Authorization (RMA) number. No returns will be accepted without an RMA, nor will any credit be given.
Returns should be carefully packed in a sturdy carton and shipped by a means that includes insurance and tracking. For your convenience, we will be happy to send you a shipping carton and/or prepaid return label. Just let us know when you contact us for your RMA. We will deduct the cost of postage and packaging furnished from your refund amount.
In-Stock Pledge
We know how disappointing it can be to order an item, only to find out that it's out of stock. While we strive to keep our online inventory consistent with what we have on the shelf, discrepancies do occur once in a while.
If you order an item that proves to be out of stock we will:
- Email you within 24 hours with the date we expect to ship your order.
- Provide you with a 5% rebate of your purchase price If we are unable to ship the out of stock item within 3 days of your order as our thanks for your patience and understanding.
- Provide you with an immediate 100% refund on any unshipped items if you choose to cancel your order in whole or part.
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