Refund policy

Return Policy (14 Days) — MaskOn Money

Website: maskonmoneystore.com
Email: info@maskonmoney.com
WhatsApp: +34 603 028 907 (direct link: https://wa.me/34603028907)

Return period

  • You have 14 calendar days from the date of delivery to request a return.

  • After this period, we cannot accept returns.

Product conditions

  • Items must be returned unused, in perfect condition, with the original packaging and all accessories/tags.

  • For hygiene and safety reasons, we cannot accept returns of products that have been worn or tampered with.

  • Customized products (e.g., made-to-order masks) are non-refundable, unless faulty.

Shipping costs (both ways rule)

Due to the high value and nature of our products:

  • The initial shipping cost (to the customer) is non-refundable.

  • The return shipping cost (back to us) is the responsibility of the customer.

  • If a package is refused/undeliverable due to customer reasons, both the initial and possible return shipping fees charged by the carrier will be deducted from the refund.

Return process (step by step)

  1. Request your return within 14 days by contacting us at:

  2. Provide your order number, name, reason for return, and photos if applicable.

  3. We will send you the return address and instructions (RMA).

  4. Pack the item securely. The return shipping cost must be covered by the customer.

  5. Once received and inspected, we will issue a refund for the product price (excluding shipping costs).

Refunds

  • Refunds will be issued to the original payment method.

  • Depending on your bank/payment provider, refunds may take 5–10 business days to appear.

  • For orders with promotions/free gifts, if all promotional items are not returned in brand-new condition, we may adjust the refund amount.

Defective or damaged items

  • If your product arrives faulty or damaged in transit, please contact us within 48 hours with photos:

  • In these cases, we cover the return shipping costs and provide either a replacement or a full refund (including shipping).

Exchanges

  • If you wish to exchange for a different model/size, please process a return and place a new order.

International orders

  • Duties and taxes charged by customs are non-refundable.

  • The customer is responsible for the documentation and costs of the return shipment.