Returns & Refunds
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Sometimes products don’t look as good as they did on the internet or don’t fit. This is not a problem with Masks-Direct. We are happy to help and ask you to read the following refund information.
1. All our products come with a 30-day money back guarantee. (Exclusions apply on some items for hygiene reasons).
2. If you are unhappy with any item, please return it to us unopened for a full refund of the item price.
3. If a product is faulty we will refund both outward and return shipping subject to inspection.
4. Please return the item by a tracked postal service as we cannot take responsibility for the item until we have received it back.
5. Refunds are at our discretion and we will not refund if the item has been used or had the tags removed. All our masks/props come with security tags and if you remove them the item is considered used and will not be refunded.
6. We only refund by payment type used so the refunds would be by card or PayPal.
7. Refunds take 2-3 days from the return of the item and we will email you once it has been refunded. The refund may take up to 7 days depending on your card provider.
8. We will be happy to exchange any item but you will need to cover the postage unless the item is deemed faulty.
Refunds Do’s & Dont's
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We don’t refund if you rip or damage the mask/prop all our masks/props are checked on despatch. They are not toys and are recommended for adults only.
We do refund on unwanted or faulty items within 30 days, subject to our Ts & Cs and inspection. If its been used and the tags removed we DON'T REFUND.
We don’t refund on special orders or silicone masks as they are made to order. You have 10
days to cancel a silicone mask order and receive a full refund.
We do refund to the payment type used and only ship to the matching address supplied to us by our merchant service provider.
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