Refund policy

We offer a 60-day money-back guarantee, which means you have 60 days after receiving your item to request a return.

To be eligible for a return, your item must be unopened, unused, and with its original seal intact, in its original packaging. You'll also need the receipt or proof of purchase. Due to health and hygiene reasons, we are unable to accept returns on any product where the seal has been broken or the item has been used.

To start a return, you can contact us at info@poseewordmask.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we'll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@poseewordmask.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right — even if the seal has been broken, in these specific cases.

Health and hygiene — non-returnable items
For health and hygiene reasons, we cannot accept returns or exchanges on any opened or used skincare product, including products where the seal, wrapping or safety closure has been removed or broken. This applies regardless of the reason for return, unless the item is defective or damaged on arrival.

European Union 14-day cooling-off period
If the merchandise is being shipped into the European Union, you have the legal right to cancel or return your order within 14 days of receiving it, for any reason and without justification, in addition to our own 60-day guarantee above. As above, your item must be unopened, unused, with its seal intact, and in its original packaging. Please note that, as this is a cosmetic product, your right to cancel is lost once the seal has been broken, in accordance with health and hygiene protection rules under EU consumer law.

Refunds
We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we've approved your return, please contact us at info@poseewordmask.com.