Returns & Refunds

We want you to be happy with your Umasqu purchase. If you are not completely satisfied, you may request a return within 14 days of receiving your order, subject to the conditions below.

Returns

To be eligible for a return under our return policy, the item must be:

  • Unused and in the same condition in which you received it.
  • Returned in its original packaging.
  • Properly and securely packed to prevent damage during return shipping.

Important: When returning a mask, it must be placed in its original packaging with the front of the mask facing upward and the protective foam covering the mask, as it was packaged when you received it. This is essential to help prevent damage during shipping.

The following items cannot be returned:

  • Gift cards
  • Downloadable digital products
  • Custom-made or personalized products

These exclusions do not affect any statutory consumer rights that may apply under the laws of your country.

How to Request a Return

Please do not send any item back before contacting us.

To request a return, please email contact@umasqu.com within 14 days of receiving your order. Please include your order number and the reason for the return.

We will review your request and provide you with the return instructions. Do not ship the item until you have received instructions from Umasqu.

Refused or Unclaimed Deliveries

If you refuse delivery of your package for any reason other than damage to the package, the package will be returned to us.

Once we receive the package, any applicable refund will be issued less the original shipping cost, the cost of returning the package to us, and a 5% restocking fee, where permitted by applicable law.

If a package is unclaimed and needs to be shipped again, additional shipping charges will apply.

Order Cancellation

Orders that have already been shipped cannot be canceled.

If you request cancellation after we have notified you that your order has shipped, the shipment must first be returned to us. Once we receive it, we will process any applicable refund, less the original shipping cost and any other charges permitted under this policy and applicable law.

Refunds

Once your returned item has been received and inspected, we will email you to confirm receipt and let you know whether your refund has been approved.

If approved, the refund will be issued to your original payment method. Please allow additional processing time for your bank, credit card company, or payment provider to post the refund to your account.

The amount refunded may be reduced if the item has been used or damaged beyond what is permitted under applicable law.

Late or Missing Refunds

If you have not received your refund, please:

  1. Check your bank or credit card account again.
  2. Contact your credit card company or payment provider, as it may take some time for the refund to be posted.
  3. Contact your bank, as additional processing time may apply.

If you have completed these steps and still have not received your refund, please contact us at contact@umasqu.com.

Sale Items

Sale and discounted items are subject to the same return conditions as regular-priced items, unless otherwise stated at the time of purchase.

Any statutory consumer rights applicable to your order remain unaffected.

Damaged or Defective Items

If your item arrives damaged or defective, please contact us at contact@umasqu.com as soon as possible. Please include photographs of the item and its packaging so that we can assess the issue.

Please do not return a damaged or defective item before contacting us.

We will provide you with instructions on how to proceed and, where applicable, arrange a replacement, repair, or refund in accordance with applicable law.

Exchanges

We do not offer exchanges for a different product, design, or size.

If you receive a damaged or defective item, please contact us at contact@umasqu.com before sending anything back. We will review the issue and provide an appropriate solution in accordance with applicable law.

Shipping Costs

Return shipping costs are the customer's responsibility unless the item is defective, damaged upon arrival, or applicable law requires otherwise.

Original shipping costs are generally non-refundable. Where a refund is required following a valid statutory withdrawal, we will refund the cost of our standard outbound delivery. Additional charges for express or premium delivery are not refundable.

We recommend using a tracked shipping service when returning an item. Umasqu is not responsible for returned items that are lost or damaged in transit before they reach us.

Additional Rights for European Union Customers

If your order is delivered within the European Union, you may have a statutory 14-day right of withdrawal under applicable EU consumer protection laws.

You have the right to withdraw from your purchase within 14 days of receiving your order without giving a reason. If your order is delivered in multiple shipments, the withdrawal period begins when you receive the last item.

To exercise your right of withdrawal, please contact us at contact@umasqu.com or submit your request through your customer account: Umasqu Customer Account.

Please do not send the goods back before contacting us. Once you have notified us of your decision to withdraw, we will provide you with the return instructions. You must then send the goods back within 14 days.

You may examine the goods to the extent necessary to establish their nature, characteristics, and functioning. However, you may be liable for any diminished value resulting from handling beyond what is necessary to establish these characteristics.

When returning a mask, please place it in its original packaging with the front of the mask facing upward and the protective foam covering the mask, as it was packaged when you received it.

Once we receive the returned goods, or receive proof that they have been shipped back to us, we will issue the applicable refund within 14 days, in accordance with applicable law.

For a valid withdrawal, we will refund:

  • The purchase price of the returned products; and
  • The cost of our standard outbound delivery.

Additional charges for express or premium delivery are not refundable.

You are responsible for the direct cost of returning the goods unless applicable law provides otherwise.

The statutory right of withdrawal does not apply to gift cards, downloadable digital products, or products made to your specifications or clearly personalized for you, where permitted by applicable law.

Nothing in this policy limits or excludes any mandatory consumer rights that apply to you under the laws of your country.