Refund Policy
Thank you for shopping with Scared Mask. We want you to feel confident about every purchase you make with us. If something isn’t right, we’re here to help with a clear and straightforward returns and refunds process.
Eligibility for Returns
To be eligible for a return, please ensure that:
- Your item was purchased directly from Scared Mask (via our official website).
- Your return request is submitted within 30 days of the delivery date.
- The item is unused, unworn, and in the same condition that you received it.
- All original packaging, tags, and accessories are included.
- You can provide proof of purchase, such as an order confirmation email or receipt.
Items that show signs of use, damage not caused in transit, or missing components may not be approved for a refund.
How to Initiate a Return
To start a return, please follow these steps:
- Contact us: Email our customer support team at support@scaredmask.com with your order number, the item(s) you wish to return, and the reason for the return.
- Wait for approval: Our team will review your request and respond with return instructions, including the return address and any required labels.
- Pack your item: Securely pack the item in its original packaging (or equivalent protective packaging) and include your order details inside the parcel.
- Ship the package: Send the parcel using the carrier and method outlined in our return instructions. Unless otherwise stated, you are responsible for return shipping costs.
Please do not send items back without first contacting us, as this may delay processing or prevent us from correctly identifying your return.
Refund Processing Times
Once we receive and inspect your returned item, we will notify you via email that it has arrived and whether your refund has been approved.
- Approval and refund: If approved, your refund will be processed to your original method of payment.
- Processing time: Please allow 5–10 business days from approval for the refund to appear on your statement. Processing times may vary depending on your bank or payment provider.
- Partial refunds: In some cases, only partial refunds may be granted (for example, if an item is not in its original condition or is missing parts not due to our error).
If you have not received your refund after the stated time frame, please contact your bank or payment provider first, then reach out to us at support@scaredmask.com for further assistance.
Non-Refundable and Final Sale Items
Certain items cannot be returned or refunded for hygiene, safety, or clearance reasons. These typically include:
- Gift cards or digital products.
- Customized or personalized items.
- Items marked as “final sale” or “non-returnable” at the time of purchase.
- Opened or used face masks and accessories, where hygiene regulations apply.
- Downloadable software or content.
If you are unsure whether your item is eligible for a return, please contact us before placing your order or initiating a return.
Exchanges
If you would like to exchange an item for a different size, color, or style, please reach out to us at support@scaredmask.com with your order number and exchange request.
- Availability: Exchanges are subject to stock availability at the time your request is processed.
- Process: In many cases, we will ask you to return the original item for a refund and place a new order for the replacement item to ensure faster processing.
- Costs: Unless the exchange is due to our error or a defective product, you may be responsible for return shipping costs.
We will always do our best to help you find a suitable replacement if your preferred item is unavailable.
Damaged or Defective Items
We carefully inspect our products and packaging, but if your order arrives damaged or defective, we want to make it right as quickly as possible.
- Report promptly: Please contact us within 7 days of delivery at support@scaredmask.com.
- Include details: Provide your order number, a description of the issue, and clear photos of the damaged or defective item and packaging.
- Resolution options: Depending on the situation, we may offer a replacement, repair, store credit, or a full refund.
We may ask you to return the damaged or defective item, in which case we will cover any reasonable return shipping costs.
Questions and Contact Information
If you have any questions about this Refund Policy or need help with a specific order, please email us at support@scaredmask.com. Our team is here to help you have a smooth and positive experience with Scared Mask.