Can I return my order?
If your order does not meet your needs, you can make a return within a period of 14 days since you received your item. For this, the product must be in the original conditions, in its box and with the labels on it.
In the case of reusable masks, the packaging must be with the seals intact. For hygiene and health reasons, we do not accept the return of the masks when the packaging has been opened.
What should I do to return my product?
Email us at firstname.lastname@example.org com with the following information:
- Order number
- Model(s) to be returned
The client must send the product(s) with the courier company of his/her choice and bearing the cost of the transport, to the following address:
Quality Transfer Textil SL
C/ Ramon y Cajal Nº 22, Bajos 2
How and when will I receive the amount of my refund?
Once we have received your email and the returned product, we will check that the item meets the prerequisites - and we will proceed to refund the amount. Shipping costs will not be refunded (Spain: € 3.50 / Europe: € 4.90).
MASK ME informs Users that the term for the return of the amounts paid will depend on the payment method that the User used when buying the product:
Returns for manufacturing defects or for the delivery of a wrong product
The User may return to MASK ME, free of charge, any product that has a manufacturing defect or a wrong product.
The User will have a period of one month from receiving the product to notify MASK ME of the lack of conformity. If this period is exceeded, any damages and losses will be assumed by the User.
The return of products that have manufacturing defects in them or that have been delivered by mistake will not entail any additional cost for the User.
To formalize the return, the User must contact MASK ME within the granted period of one month through the following email address email@example.com , indicating the product or products to be returned, attaching a photograph and a detailed list of the defects appreciated in them.
Once MASK ME has received the communication from the User, it will inform the USER within 3-5 business days if the product is appropriate or not for the return. In the event that the return proceeds, MASK ME will indicate to the User how to collect or send the defective product to its office / warehouse.
Each product to be returned must be without use and with all labels on it. Packaging and all original accessory elements that came with it must be included. If the User does not proceed in this way, MASK ME reserves the right to refuse the return.
Once the product has been received and the defects are verified, MASK ME will give the User the possibility to replace the product with another of identical characteristics, unless this option is objectively impossible or disproportionate for MASK ME. In the event that for reasons of lack of stock MASK ME could not proceed to the shipment of another product with identical characteristics, the User may choose to terminate the contract or request the shipment of another model that the User voluntarily chooses.
The delivery of the product with identical characteristics or the new model that the User chooses, will be made in the next 3-7 business days from the date on which MASK ME confirms to the User the defective product.
The replacement, the sending of a new model or the termination of the contract will not entail additional costs for the User.
If the User chooses to terminate the contract, MASK ME will refund the entire amount paid to the User for the purchase of the defective product (including shipping costs).
MASK ME informs Users that the time for the return of the amounts paid will depend on the payment method used by the User when purchasing the product:
- If the User has made the payment by credit / debit card, MASK ME will return the amount paid within a period of 14 calendar days from when the User decided to terminate the contract.
Cancellation of the order
To provide maximum efficiency and speed in all our shipments, orders are analyzed, selected, processed and packed daily. Therefore the cancellation of the order is not allowed.
Do you still have any questions?
Contact us at firstname.lastname@example.org