Returns & Exchanges Policy

Faulty Goods & Consumer Guarantees

Our pieces are built to last, and they are also protected by the Australian Consumer Law. If you believe your piece has a genuine material or manufacturing defect, here is how we handle it.

1. Tell us. Contact us with photos and a description of the issue. You will be asked to package the piece safely and post it to our workshop for assessment. You pay the initial return postage.
2. Assessment. Mason assesses the steel, the handle and the fittings.
3. If it is a minor fault, we will repair it free of charge and return it to you.
4. If it is a major fault, you choose: a refund, or a replacement. If you would rather we repaired the piece instead, we are glad to — but that is your choice to make, not ours.
5. Postage. If the fault is confirmed under the Australian Consumer Law, we will reimburse your reasonable return postage costs. Please keep your postage receipt.
6. Misuse and wear. Consumer guarantees do not cover damage caused by improper care, dropping, dishwashers, or ordinary wear and tear. If the piece is assessed and is not faulty, we will not reimburse your postage, and return shipping back to you is at your cost.
7. Packaging. You do not need to return the piece in its original packaging, but it must be wrapped safely and securely for transit. Proof of purchase is required.

Change of Mind & Custom Orders

Because of the bespoke, handcrafted nature of our work, our change of mind policy is strict. Hours of labour and premium materials go into every piece, and our return conditions reflect that.

• Custom commissions. All custom builds, personalised items and bespoke commissions are final sale. We do not accept returns, exchanges or refunds if you simply change your mind. This applies to change of mind only and does not affect your rights under the Australian Consumer Law if a piece is faulty.
• Standard ready-to-ship items. If you buy a standard, pre-made item from our shop and change your mind, we offer an exchange or store credit within 14 days of the delivery date. We do not offer cash refunds for change of mind.
• Conditions. To qualify for an exchange or store credit on a standard item, the piece must be completely unused, in pristine condition, and returned in its original packaging.
• Postage. For change of mind returns, you are responsible for all return shipping costs. We recommend a trackable service, as we are not responsible for items lost in transit. Your original shipping costs are non-refundable.