Refund policy
RETURNS
You have 30 days from the day your order arrives to return it for a refund. The product must be in resaleable condition — the mask, the cable and the packaging all come back, and the mask has not been damaged or heavily soiled.
Because this is a product you wear against your face, we ask that if you are returning it, you tell us within 30 days and send it back promptly.
HOW TO START A RETURN
Message us on WhatsApp at [number], or email [email], with your order number and a sentence on what went wrong. We will reply within one business day with return instructions.
Please do not send anything back before contacting us. Our return address depends on where your order shipped from, and a parcel sent to the wrong address cannot be recovered or refunded.
FAULTY, DAMAGED OR WRONG ITEM
Message us with a photo. We will refund you in full or send a replacement, whichever you prefer. In most cases we will not ask you to ship the item back — international return postage often costs more than the product, and we would rather resolve it quickly than make you pay to prove a point.
You keep or dispose of the original item as you see fit.
CHANGED YOUR MIND
If there is nothing wrong with the product and you simply no longer want it, you may return it within 30 days at your own cost. Message us for the correct return address before sending anything.
Because our fulfilment is international, return postage can be significant. Please factor that in — for a lower-value item it is often not worth it, and we will tell you honestly if that is the case.
ORDER NOT YET SHIPPED
If your order has not yet been dispatched, we will cancel and refund it in full, no questions asked. Message us as soon as possible — once it leaves the facility we cannot recall it.
ORDER NEVER ARRIVED
If your order has not arrived within [40] days of dispatch, we will refund you in full or send a replacement. Your choice. You do not need to return anything.
REFUNDS
Once a refund is approved, we process it within [5–10] business days to your original payment method. Card refunds can take a few days more to appear on your statement, depending on your bank. EFT refunds go back to the account the payment came from.
Where you are returning a product because it is faulty, not as described, or never arrived, we refund the full amount including delivery. Where you have changed your mind, the original delivery charge is not refunded.
EXCHANGES
Want a different colour? It is faster to refund the original order and place a new one than to process a formal exchange.
FAULTY ITEMS AFTER 30 DAYS
If the product develops a fault, South African customers have six months from delivery to return it under the Consumer Protection Act, and the choice between a repair, a replacement or a refund is yours, not ours. Message us and we will sort it out.
CUSTOMS CHARGES
Import duties and taxes charged by your country are set by your government and are not refundable by us. If you refuse a parcel at customs and it is returned to sender, we will refund the product price less shipping.
YOUR LEGAL RIGHTS
Nothing in this policy limits your rights under the law that applies where you live.
South Africa — Cooling-off (ECTA section 44): because you bought online, you may cancel this purchase without giving a reason within 7 days of receiving the goods. You bear only the direct cost of returning them.
South Africa — Consumer Protection Act section 20: you may return goods within 10 business days if you did not have the opportunity to examine them before delivery and they do not match what was described.
South Africa — Consumer Protection Act section 56: goods must be of good quality, in working order, and free of defects for six months after delivery.
European Union and United Kingdom: you have a statutory right to withdraw from an online purchase within 14 days of receiving the goods, without giving a reason.
Where this policy and the law disagree, the law wins.