Mason’s Maps regards customer service and complete satisfaction with the quality of our product range, competitive pricing, easy-to-use shopping system and a comprehensive returns/refund policy as being of the very highest priority and we enclose the following for your reference.

Manufacturing Guarantee

All Mason’s Maps’ range of maps are guaranteed against faulty manufacture and each carries a 30-day refund guarantee. We will fully refund the purchase price of your map should it arrive in anything less than perfect condition (excluding loss or postal damage). 

Customer service - How to obtain a refund or exchange

After ordering one (or more) of our range of maps, we check and authenticate your credit before shipping your goods. We also supply a receipt with its own unique Order Number for later reference, in the event you request a refund or return. (Upon return, a credit will be issued and it will appear on your billing statement.)

We provide same day shipping of all orders. After authenticating your credit card, we check your map for any damage or defects before placing it in a plastic tube and sealing everything inside a specially constructed cardboard mailing tube in order to ensure it arrives in prefect condition, ready for use!

Please inspect your map upon delivery to ensure that it does not contains any defects

In the event that your map is defective or torn, or simply decide it no longer suits your requirements, please contact Masons Maps as soon as possible so that we can issue a Return Authorization Number (RAN) by e-mail at: customerservice@masonsmaps.com before returning anything.

We will also require the following:

Your 1) Order Reference number; 2) Customer Name; 3) the reason for returning the product and 4) the Item code (listed on packing slip)

Lastly, we also need to know if you would like any of the following: 1) a full refund; 2) an exchange for a similar product or other products equally the value of your original order or; 3) a customer credit available for making any future purchases.

Lost or damaged items

Please note that all maps are shipped at your own risk. That is, we will not issue refunds if your order is lost or damaged during transit. Therefore, we strongly recommend that you request insurance with your order when placing any instructions and we will add the appropriate amount to your bill. 

However, we are more than happy to replace maps at cost price in the event of loss or damage. 

Insurance rates

You may opt to include insurance as an optional extra for which we charge $5.00 for orders below $50.00, $7.50 for orders below $100.00, $10.00 for orders below $150.00 and $12.50 for orders below $200.00. Please remember to ask for insurance on your order and we'll do the rest. 

Postal rates for international orders in excess of $200.00 receive FREE insurance and it is included in the price of your postage.

Mason’s Maps will only accept returns if:

• Your complaint and reason for return was received within 30 days of the date of purchase regardless of condition of goods delivered.
• Your return arrives with a valid return authorization number (RAN) and reason for return.

Mason’s Maps will NOT accept returns or process refunds:

On any or all items that have been previously mounted and/or display staple holes, pinholes, Blu-tack, glue or any other alteration

OR:

Those items arriving at our Return Department damaged due to improper packaging by the customer.

After receiving the product(s), assuming the above conditions have been met, Mason’s Maps will issue a refund for the cost of the product(s) including the original cost of postage.

(Please note that Mason’s Maps does not include a refund for the cost of shipping back damaged or unsatisfactory product(s), however we will mail any replacement or other products requested free of charge)

When returning goods, please ensure that each of the following are included; 1) your Return Authorization Number (RAN), 2) a copy of your receipt and Order Reference number; 3) Customer Name; 4) the reason for returning the product and 5) the Item code (listed on packing slip)

Please pack carefully and send to:

Mason’s Maps,
11 Maralee Place,
Doncaster,
Melbourne,
Victoria,
Australia

(and we’ll notify you ASAP as soon as your refund or exchange has been processed!)

Fair trading legislation

Mason’s Maps abides by the relevant Fair Trading legislation applicable where we trade. No matter where you live, please be aware that you still have the same rights under law as if you live next door to our business itself. If you’d like to learn more about your legal rights after making an online purchase, check out the Consumer Affairs Victoria website here. (however, if you have any complaints whatsoever, please take the time to let us know at: customerservice@masonsmaps.com and we’ll try our hardest to resolve any problems you may have with the quality of our service or products.)

Mason’s Maps understands that your privacy is of the utmost importance. When dealing with us, you are entrusting us with your valuable personal information and we assure you that we treat it in the most secure way possible. It is the policy of Mason's Maps not to sell, rent, or in any other way, pass on your personal customer details address to any third parties (more below).

Secure Shopping

Mason’s Maps accepts VISA, MasterCard and Bankcard. For your safety and online security, each and every card transaction is encrypted when ordering through our On-line shopping cart.

Mason’s Maps utilizes the highest industry standard technology: SSL (Secure Sockets Layer) to assure your transactions are protected during the journey through cyberspace. We are also an authorized ezimerchant retailer. 

However, if you're still not sure about the security of your order, check the URL when you actually reach the checkout page after selecting a map you wish to order.

A https:// not http:// should appear at the very beginning of the address. The "s" stands for secure page. This means the ordering system is completely secure and whatever information you type into the secure web
page cannot be transferred to anyone else. Period. 

Additionally, a padlock icon will be displayed at the bottom of your browser (again, it appears on the same checkout page, on the bottom left hand corner, just above where the "Start" button is located) in order to indicate that the system you are using is 100% secure. This is a special Internet protocol impossible to fake or get around. 

In other words, this site is about as secure as it gets for making online credit cards transactions. Banks will not give approval in terms of processing credit card orders unless all these requirements are met, that is, the security of their client's (merchant's) fully meets their standards. Of course, it goes without saying they are not in the business of handing out credit card information either.  

Therefore, as long as long as the form you fill out is secure, you can trust using your credit card to buy products or services online. Lastly, if people complain to MasterCard and Visa about the improper use of their card, they will just yank the merchant out of the system.  The integrity of their credit card systems is something they are deadly serious about. 

E-mail and Mailing Lists

Mason’s Maps guarantees that it will not sell, rent, or in any other way, pass on your personal customer details address to any third parties whatsoever. (yep, we hate spam as well!) :-) All customer details are held in the strictest of confidence and will never be released.

We encourage customers to join our mailing list in order to receive updates, special offers and notification whenever we add to our range of products. By signing up for our mailing list, you acknowledge that by doing so, you will receive regular correspondence from time to time in your personal mailbox. 

If you decide to unsubscribe from our mailing list, please let us know and we will remove your name ASAP and you will receive no more mail from us.

Drawings and competitions

By entering our drawings, contests or other promotions, you agree to let us publish your first name ONLY, city, state and country, if selected as one of our lucky winners. Once again, we reiterate that all personal information is confidential and is only used to award prizes to the winner.

Cookies

Mason’s Maps does NOT use cookies to track your movements! We understand that your privacy is absolutely paramount.

Pop-ups

Nein, nyet, hindi... In short... no. We don't use pop-ups anywhere upon Mason's Maps. It is the webmaster's firm belief that they are the most irritating things created short of traffic lights, stultifying government bureaucracies, red tape etcetera. Therefore, you won't see them here.