Return Policy

Return Policy

If for any reason you're not satisfied with your order, please contact us. At Kowalczyk-Wrocław, we strive to provide our customers with 100% satisfaction with the products they purchase. If you're not happy with a product, get in touch with us and our team will assist you immediately.

Who Pays for Return Shipping?

  • If the return is due to the consumer (e.g., change of mind), the consumer is responsible for the return shipping fee. The specific fee depends on the courier service chosen.

  • If the return is due to our mistake (e.g., damaged or incorrect goods), the consumer does not need to pay any return shipping fees.

How Can I Return (Part of) My Order?

If you decide to return a product within our 30-day return period, we will refund the full order amount within five business days of receiving the product. Unfortunately, we cannot reimburse return shipping costs.

Please follow the steps below to return your item:

  1. Email us at support@masonandfell.com to inform us that you want to return your order (or part of it).

  2. Wait for a response from our customer service team with return approval.

  3. If we accept the return, carefully and securely package the item, preferably in its original packaging.

  4. Send the package to the return address provided by our customer service team.

  5. Provide us with the Track & Trace number of the shipment.

Once we receive and inspect your package, we will refund the returned item(s) using the payment method originally used.

Products That Cannot Be Returned

Products meeting any of the following criteria cannot be returned:

  • Sealed products once the seal has been broken.

  • Custom-made or made-to-measure products.

  • Personal-use items.

  • Products that by nature cannot be returned.

  • Items in the "Beauty", "Baby & Infant", and "Sport" categories due to COVID-19 hygiene regulations.

Return Address

We use the return address of our supplier. Returns should be sent to:

Country: China
Province: Zhejiang
City: Ningbo
Street: Lane 1177, Jianlan Road, Meixu Street
District: Yinzhou
Postal Code: 315100

Order Cancellations

Order cancellations are not possible. Orders are processed directly into our system and cannot be cancelled once submitted.

Damaged Products on Delivery

That’s unfortunate! Your product may have been damaged during shipping. If you receive a damaged or incorrect product, contact us within 30 days of receipt. After this period, the return period expires.

To resolve this quickly, email us a photo of the damaged part of the product. The best photos are taken on a flat surface showing both the label and the damage. We use this information to help with your order and prevent future mistakes.

For damaged products, we always offer a free replacement on the first occurrence. Unfortunately, we cannot offer refunds in these cases. If a product arrives damaged a second time, we will issue a full refund.

For questions about damaged products, please contact: support@masonandfell.com

Product Defects or Issues After Use

Unfortunately, manufacturing defects can sometimes appear over time. These must be factory defects, meaning the product is faulty and does not meet the manufacturer's standards. Wear-and-tear parts are not considered factory defects or damage. These include (but are not limited to):

  • Drive belts

  • Batteries

  • Brake pads and discs

  • Brake linings

  • Brake drums

  • Chains

  • Lights

  • Gears

  • Tires

  • Inner tubes

In general: any moving parts. For questions about defects or issues after use, contact support@masonandfell.com

Wrong Items Delivered

We do our best to process all orders accurately. However, mistakes happen and sometimes the wrong product may be sent. Of course, we will fix this and ship the correct item at our expense.

For questions about incorrect deliveries, please contact: support@masonandfell.com