MasonRow
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Terms of Service

Please read these terms carefully before using our website or placing an order.

Agreement

By purchasing from MasonRow, you agree to these terms and conditions. Please read them carefully before placing your order.

Stock & Sourcing

We stock locally within South Africa, ensuring quality control and faster delivery times for our customers.

Refunds, Guarantees & Exchanges

General Policy

We do allow for exchanges or refunds provided the terms below are met. However, if there is no factory fault on the items and it involves buyer's remorse or size exchange, an additional R99 for collection & return will be charged. Should it be for a refund request, then R60 will be charged if collection is involved.

Damaged Items

Exchanges or replacement items can be arranged for damaged items if it has been determined by us that the item arrived damaged. If the item was damaged by you trying it on or within initial use, we cannot exchange or refund the item. This is up to our discretion and we may make a judgment call in certain instances within reason.

Size Exchanges

Size exchanges are possible provided the conditions below are met. Please keep your receipt or proof of purchase in case of a refund.

Exchange & Refund Conditions

If we have agreed to a refund or exchange, the following conditions must be met:

  1. Item is UNWORN, UNUSED and not WASHED (please follow care instructions)
  2. It is within 7 days of purchase
  3. ALL PRICE TAGS are still attached to the garment and returned with original packaging in the condition it left
  4. PROOF OF PURCHASE is provided

Exclusions

  • MasonRow South Africa does NOT provide refunds or exchanges for change of mind or buyer's remorse
  • No exchanges or refunds will be honored on any sale or clearance items
  • No exchanges or refunds will be honored on items that could relate to unsafe health practices
  • Items returned that are STAINED, TAMPERED with and DAMAGED due to wear and tear will NOT BE EXCHANGED or refunded
  • Items that have been damaged due to negligence and/or non-adherence to care instructions will NOT BE exchanged or refunded and are at the buyer's own cost

Exchange Timeline

  • If you need to exchange an item for a different size, you need to inform us within TWO days of collection/delivery and return the item within SEVEN days (No Refunds)
  • If you need to re-order a different item, you need to inform us within TWO days of signed delivery and return the original item in its original state within SEVEN days

Out of Stock Items

Should the item which you have ordered be out of stock at the factory/supplier, we will give you the option of a refund (provided we cannot do the exchange within 21 business days) or you are welcome to pick something else within the same price or less. Please note that this might take longer for the item to arrive if we do not have stock.

Handling Fees

We reserve the right to charge a handling fee on all returned or exchanged items. This is at our discretion. Typically 10% of the value of the purchase or the greater of R99.

Unauthorized Returns

Should you return an item without first coming to an agreement with us, we will not be held liable for refunds and exchanges nor take responsibility for collection, delivery, or return of items to you.

Pre-Order Items

These are items not physically in stock in our SA stockroom. These items have already been manufactured for us but have not been shipped to us yet. Please allow 3-4 weeks lead time subject to manufacturing & customs delays.

No refunds will be granted on items within 5 weeks. Thereafter, if granted, refunds will be subject to a 10% handling fee for banking, processing & shipping costs.

Deliveries

MasonRow South Africa does not take responsibility for tracking your package once the courier has collected your item. You will be provided with a tracking number, tracking link, and courier company's contact details so that you can track at your own discretion.

If you are exchanging an item, the cost of sending the item back to MasonRow will be at your own account. This needs to be done within SEVEN days of receiving the item.

We can aid in the collection and return of items; however, this is at our discretion. This will incur a courier handling fee determined by us at the time of return using our couriers.

If you send an item back, it must come to our address and not the nearest pick-up center, as we will not be held responsible for collection of items from pick-up centers.

Out of Stock Policy

Should the item which you have purchased be out of stock at the supplier, we will give you the option of a refund or you are welcome to pick another item that is within the same value or less. Please note that this might take longer for the item to arrive in store.

Brand Protection

WITHOUT PREJUDICE: WE DO NOT TOLERATE ANY BRAND HARMING, SOCIAL MEDIA POSTS & OTHER ACTIONS WITH THE INTENT TO MALICIOUSLY HARM, DAMAGE OR COST THE COMPANY, ITS STAFF OR ANY OF ITS AFFILIATES AND INVESTORS. SHOULD WE COME ACROSS THIS, WE HAVE THE RIGHT TO PURSUE LEGAL ACTIONS, CLAIM ANY SUCH DAMAGES & COSTS CAUSED, AS DETERMINED BY US.

ALL RIGHTS RESERVED BY MASONROW.

Contact Information

For questions about these terms or to arrange returns/exchanges, email us at: sales@masonrowclothing.co.za

By purchasing from MasonRow, you agree to these terms and conditions.
Last updated: 2025