Refund policy
If you are not satisfied with your purchase and wish to return an item, please contact us via support@three-mask.com, indicating the order number and the reason for your return. Please note that you have a period of 14 days from receipt of your order to make the return, after this time, your product will not be accepted for return. If you decide to return an order, you will be responsible for the shipping costs.
Our customer service team will review the return request and send further instructions if the return is approved. Returned items must be in the same condition as you received it, unused, with tags and in its original packaging. You will also need the receipt or proof of purchase. If the condition of the product sent back to us is not in acceptable condition, we reserve the right not to return or exchange it.
Non-returnable items include, incorrect products purchased and products damaged due to customer mishandling. THREE MASK reserves the right to refuse any return.
Unfortunately, we cannot accept returns on sale items or gift cards.
What do I do if the product is defective, damaged or if you receive the wrong item?
Please contact our customer service team via support@three-mask.com to initiate the return process. Please include the following information:
1) Order Number
2) Proof of Purchase
3) Video or photo of the product to be returned (if applicable).
4) Complete shipping address
5) Phone number
In some cases, you may be asked to include a video or photo of the defective product as proof in order to refund or replace the product.
How long does this process take?
Returns can take up to 14 business days to process from the day we receive your return. We will send you an email to confirm once your return has been processed. For returned items, a full refund will be credited for the returned products. For non-defective items, the refund excludes all shipping and handling charges.
When will I receive my refund?
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card issuing bank within 14 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank if you have any questions about when the credit will be credited to your account.
If you have not yet received a credit for your return, you should contact the bank or credit card company. It may take some time before the refund is credited to your account.
How can I change or cancel an order?
We allow you to change the details of an order or cancel an order within 12 hours of purchase. To do this send an email to our support@three-mask.com address indicating your order number and your purpose, our service will be happy to help you.