Refund policy

Right of withdrawal

You have 30 days from receipt of your order to request a return, with no need to give a reason.

For customers residing in the European Union, this period is in addition to the statutory 14-day right of withdrawal set out in Directive 2011/83/EU. Our 30-day policy is more favourable and applies by default.

Conditions

To be accepted, the item must be:

  • in the same condition as when you received it, unused;
  • in its original packaging;
  • accompanied by your order number.

For hygiene reasons, a mask that has been worn cannot be taken back, except in the case of a manufacturing defect or damage in transit.

Procedure

  1. Write to contact.theramask@gmail.com stating your order number and the reason for the return.
  2. We reply within 24 to 48 working hours with what to do next and, if a physical return is required, the return address in Switzerland.
  3. Send the parcel. Please do not send anything before receiving our confirmation — an unannounced return cannot be processed.

Return costs

Unused product in its original packaging: return costs are payable by you. As the initial delivery was free, no shipping charge is deducted from your refund.

Faulty product, damaged in transit, or not matching your order: we cover everything and no return is required. A photo is enough, and you keep the item.

Refund

Once the item is received and checked, we will tell you whether the return has been accepted. If it is, we process the refund within 3 working days to the payment method used for the purchase. How quickly it appears on your account then depends on your bank — generally 3 to 10 working days.

In accordance with European regulations, any refund relating to a withdrawal is made no later than 14 days after receipt of the returned product.

Damaged item or wrong order

Please check your order on arrival. If the item is faulty, damaged or does not match what you ordered, send us photos within 48 hours to contact.theramask@gmail.com. We will arrange a replacement or a full refund, at no cost to you and with no return to send back.

Exchanges

The quickest way is to request a refund for the item you received, then place a new order for the colour you want.

Complaints

For any complaint: contact.theramask@gmail.com. Consumers in the European Union may also use the European Commission's online dispute resolution platform.