Refund policy
Thank you for choosing Mason Genie! We’re dedicated to providing you with exceptional products and outstanding customer service. If you ever need to return or exchange an order, here’s how it works:
RETURNS
If you’re not completely satisfied with your purchase, you may return it within 60 days of purchase for a refund or exchange.
To get started, please email support@masongenie.com. Our team will give you the correct return address and instructions.
⚠️ Please do not return items to the address on your shipping label. Returns sent without contacting us first — or to an unauthorized address — cannot be processed.
Items must be returned in their original condition and packaging. Items that are damaged, broken, or missing components are not eligible for return unless they arrived that way. If your order was delivered damaged or incorrect, please notify us within 7 days of delivery and include photos or video so we can help make it right.
Return shipping is the responsibility of the customer, and we do not provide pre-paid return labels.
Once your return is received and inspected, refunds are processed within 15 business days and issued to the original payment method. Original shipping costs are non-refundable. Orders that qualified for free shipping will be refunded minus the $9.99 shipping cost.
ORDER CANCELLATION OR CHANGES
Need to cancel or adjust your order? Just email us right away at support@masongenie.com. We ship quickly (usually within 1 business day), so if your order has already left our warehouse, we can’t cancel it, but you can still send it back through our returns process above.
DAMAGED OR DEFECTIVE ITEMS
If your order arrives damaged or defective, we’ll make sure you’re taken care of.
Damaged Items
Please contact us within 7 days of delivery at support@masongenie.com and include photos of the damage.
Defective Items
Please fill out the Mason Genie Device Support Form within 60 days of delivery and upload a short video in the form showing the issue.
Why Documentation Is Required
Photos and videos help our team:
- Verify the issue for quality control, so we can prevent similar problems in future batches.
- Submit carrier claims when items are damaged in transit, which lets us replace your item at no cost.
Once documentation is received, we’ll send a free replacement or issue a refund.
WARRANTY CLAIMS
All Mason Genie electronic devices (Mason Genie, Vacuum Genie, Genie Dehydrator) are covered by a 1-year warranty from the date of purchase.
To submit a warranty claim, please complete our Mason Genie Device Support Form.
This form helps our team properly assess the issue and determine next steps as quickly as possible.
Video Requirement:
A short video is required as part of the warranty process. It helps us quickly understand what’s going on, make sure it’s not a setup issue, and get you the right solution as fast as possible. It also helps us learn where we can improve the product for future customers.
If you experience any issues using the form, or have questions about the process, you can contact us at support@masongenie.com and our team will be happy to assist.
INCORRECT SHIPPING ADDRESS
Please double-check your shipping details when placing your order. We can’t be responsible for packages delivered to an incorrect or incomplete address provided by the customer.
- If your package is returned to us due to an incorrect address, the shipping fee will not be refunded. If free shipping was provided, we will deduct $9.99 (plus applicable taxes) for the shipping fee.
- We’re happy to resend your order, but the shipping cost for re-delivery will need to be covered by the customer.
LOST PACKAGES
If your tracking shows “delivered,” this counts as proof of delivery, and we cannot be held liable for lost or stolen packages.
If your order has not been delivered within 30 days of purchase, and tracking confirms non-delivery, we’ll gladly reship your order or issue a refund.
We’re always just an email away if you need anything — thank you for supporting our small business!