Eligibility & Conditions

Note on condition

Returned items are checked when they arrive. You can handle an item as you would in a shop to see how it works, but if it has been used beyond that — for example worn for days, scratched, or missing parts — we may reduce the refund to reflect the loss in value. We'll always tell you before doing so and explain why.

Your 14-Day Right to Cancel

How to cancel

Two equally valid options

1. Email us at info@wiremason.com with a clear statement that you wish to cancel. Please include your order number, name and address.

2. Send us the model cancellation form below, completed, by email.

Model cancellation form
To: BULKECOM LIMITED (Wiremason), Glenealy Tower, No.1 Glenealy, Unit 2A, 17/F, Central, Hong Kong SAR — info@wiremason.com
I hereby give notice that I cancel my contract of sale of the following goods: [product name(s)]
Ordered on: [date] / Received on: [date]
Order number: [#]
Name: [your name]
Address: [your address]
Signature (only if sent on paper):
Date:

To meet the deadline, you only need to send your cancellation before the 14-day period has ended. We will confirm receipt without delay.

Cost of sending items back

If you cancel because you've changed your mind, you pay the direct cost of returning the goods to us. Please send them back without undue delay, and no later than 14 days after telling us you wish to cancel. If the item is faulty, damaged or not what you ordered, we cover the return cost (see Section 07).

How to Start a Return

Return Shipping & Address

Return address

Yiwu Cujia Trade Co. — attn. Zean

Cujia Trade, 4th Floor, South Gate 1
Building 2, Sujia Aihua Factory
No. 1511 Jingang Avenue, Fucun Town
Jindong District, Jinhua City
Zhejiang Province, China

Tel: +86 153 5694 5523  ·  Please contact info@wiremason.com for authorisation before sending anything back — unannounced parcels may be delayed or lost.

Use a tracked service

For change-of-mind returns, please use a tracked postal service and keep your tracking number until your refund is confirmed. If a return is lost on its way back to us, proof of postage lets us trace it with the carrier. For faulty or damaged items returned at our cost, any loss in transit is our responsibility.

Refunds & Store Credit

No restocking fee

Wiremason never charges a restocking, handling or administration fee on a return. You get back the full price you paid for the item, less any reduction for loss in value explained in Section 01. The original delivery charge is also refunded when you cancel within 14 days, and whenever an item is faulty, damaged or incorrect.

Processing timeline

1. Return received

Logged on arrival. You receive an email confirmation.

2. Inspection (1–3 days)

We check the item and let you know the outcome, with an explanation if anything affects your refund.

3. Refund issued (within 14 days)

To your original payment method, or as store credit if you chose it.

4. Email confirmation

Sent once your refund or credit has been issued. If you haven't heard from us within 14 days of your return arriving, please contact us.

Dispute Resolution

Please talk to us first

In almost every case, contacting us directly is the fastest way to sort out a problem.

Our team can issue refunds, replacements or store credit straight away, without you needing to involve your bank or PayPal. Card and PayPal disputes typically take several weeks to resolve; we can usually fix things within a few days.

Independent advice

If we can't resolve a complaint between us, free independent advice is available from Citizens Advice (England & Wales), Advice Direct Scotland and Consumerline (Northern Ireland). You can also bring a claim in the UK courts, including through the small claims process.

Faulty, Damaged & Incorrect Items

Please report visible transit damage within 48 hours

If your parcel arrives visibly damaged, please tell us within 48 hours of delivery so we can claim from the carrier quickly. This is a request, not a deadline on your rights — faults that appear later are still covered by the Consumer Rights Act 2015 and our Warranty Policy.

Your rights under the Consumer Rights Act 2015

Goods must be of satisfactory quality, fit for purpose and as described. If an item is faulty, you can reject it for a full refund within 30 days of delivery. Within 6 months, a fault is presumed to have been present at delivery and you are entitled to a repair or replacement — and, if that doesn't fix the problem, a refund or price reduction. You can make a claim for faulty goods for up to 6 years (5 in Scotland). Our 2-year commercial warranty is in addition to these rights.

Late & Lost Deliveries

Delivery timeframes

Orders are processed within 24–48 hours and usually delivered within 7–12 business days of dispatch. Unless we agree otherwise, we must deliver within 30 days of your order; if we don't, you may cancel for a full refund.

Lost parcels

If your parcel is lost in transit, we put it right — you don't need to claim from the carrier yourself.

If nothing has arrived 15 business days after dispatch, contact us. We'll open an investigation with the carrier and, once the loss is confirmed, send a replacement or issue a full refund — your choice. Under the Consumer Rights Act 2015, goods remain at our risk until they are delivered to you.