Returns Policy


Technical difficulties? We want to help! Please refer to our Terms and Conditions for a detailed explanation on our return policy. (Link to terms and conditions).

  • Email us with your order number and the details about your faulty product.
  • You will receive an email with return instructions or a request for more info.
  • Receive your replacement headphones.

Before returning items to us, please read and follow the instructions in our terms and conditions (link to terms and conditions).

Please make sure that you understand our return policy and ensure that all criteria are met before physically sending any items back to us.

Mase Sound reserves the right to charge a handling fee on all returned products.

I JUST RECEIVED MY MASE SOUND HEADPHONES BUT IT ARRIVED BROKEN – WHAT SHOULD I DO?

We use leading third party couriers and shipping partners that take extreme care with all your orders however sometimes items can get slightly damaged in transit. If you suspect this has happened please contact as at customersupport@masesound.com, describing the issue with your product. You can help us help you by attaching good quality, close-up photo(s) or short videos showing the fault if applicable.

DO MASE SOUND HEADPHONES COME WITH A WARANTY?

Your Mase Sound Wireless Bluetooth Headphones are covered by a 12month manufacturer’s warranty against defects in the materials and workmanship used in the manufacture of the product (please refer to our full terms and conditions).  The warranty period will commence on the date of purchase.  If a manufacturing fault occurs under normal use (not including general wear and tear) within 12 months of the purchase date, please contact our customer service team customersupport@masesound.com with a copy of your proof of purchase, and a detailed description of the fault. The warranty does not cover damage resulting from:

  • Improper handling
  • Accidents (including scratching, bouncing, falling)
  • Natural Disasters and uncontrolled situations (earthquakes, fires, floods)
  • Misuse
  • Failure to adhere to the instruction manual for set up, storage, charging, care and use
  • Normal wear and tear
  • Damage or faults with headphones that are beyond the warranty period cannot be claimed under warranty.

The warranty will be voided in the case of any third party performing repairs, alterations, dismantling or other work on the headphones without the prior written consent of Mase Sound.  Warranty does not include any costs associated with the shipping of the product to Mase Sound or any onsite maintenance servicing.  Note: Mase Sound reserves all rights to clarify the interpretation of the warranty.  The benefits given to you by this warranty are in addition to other rights and remedies you may have under law and nothing in this warranty purports to restrict, modify or exclude your legal rights as a consumer under Australian Law.

I HAVE JUST EMAILED YOU, WHEN WILL I HEAR BACK?

We aim to reply to you as soon as we can - this shouldn't take longer than 24 - 48 hours during weekdays. Please note that we do not operate over the weekend so all replies will be made on the following Monday.

WHAT IS YOUR PROCESS FOR REPLACEMENT AND RETURNS?

General Returns:

All products must be returned in their original condition.

Please note that we cannot process any products that are returned without our prior knowledge. If you wish to return any or all parts of your order, you will need to via email (customersupport@masesound.com).

Wrongly shipped order:

For incorrect items, once confirmed, we will be responsible for an item exchange and any shipping fees.

Returns (please refer to our full terms and conditons)

Headphones can only be returned if they have never been worn or used.  Your headphones need to be in brand new condition.  This means all original and undamaged packaging and tags, and any protective seals must be intact.  Headphones that have been tampered with will not be eligible for return.  We are unable to accept returns for any headphones we no longer carry on our website.

You can return any full priced items purchased for a refund or store credit within 14 days of the purchase date on your receipt (for International orders within 30 days of your purchase date). There is no return or refund on sale items.  Please choose carefully! We do not offer exchanges as we cannot guarantee that the item you require will be available when the unwanted item is returned.  You will be issued with store credit in lieu of exchange and you will need to make a new purchase of the item you require.

Please contact us immediately if you intend to return your item via email at customersupport@masesound.com.   We will then issue you with a Returns Authority Number (RA Number) and a return form to be completed and sent back with the returned item.  We will email a form to you to be completed.  We will not accept any returns without a return form and an RA Number.  Unfortunately, we cannot accept returns or make refunds if we are notified after the 14-day period (30-day period for International orders).  Items must be returned via express post or another traceable method and the shipping is at the expense of the customer.  After the item has been received, we will inspect it to ensure it is new, unused, and in the same perfect condition in which it was sent. If the item has been used or is damaged (including marked/dirty or scuffed) we have the right to send the item back to you without refund or store credit.

When returning Items, please enclose:

  • RA Number with an explanation of the reason for return/comments
  • Your contact details, including email address and phone number

Refunds

Once we have received your returned item and processed it, your refund will be credited to your original method of payment minus the original shipping charges and duties paid.  Please allow up to 5 business days for your refund to be processed.  You will be notified via email once your refund has been cleared.

HOW LONG DOES IT TAKE TO PROCESS MY RETURN?

Once we have received the necessary information regarding your order we will get back to you within 1-3 business days. Please take note that processing returns and replacement may vary depending on the issues that we need to further check and inspect.