Refund policy
1. 30-DAY RETURNS
You can request a return within 30 days of the date your order was delivered.
To be eligible, the item must be:
- Unworn and unwashed. Because our masks are worn over the face, we cannot accept items that have been worn, washed, stretched, stained, or that smell of perfume, smoke or use.
- In the condition you received it, in its original bag and packaging, with any tags attached.
- Accompanied by your order number or proof of purchase.
2. HOW TO START A RETURN
Email hello@weargrinski.com with your order number, the items you want to return and the reason. If your return is approved, we will send you instructions and the return address. Items sent back without an approved return request will not be accepted or refunded.
You are responsible for return shipping costs unless the item arrived damaged, defective or incorrect. We recommend a tracked shipping service, because we cannot refund items that are lost on their way back to us.
3. DAMAGED, DEFECTIVE OR WRONG ITEMS
Please inspect your order when it arrives. If an item is damaged, defective or not what you ordered, email hello@weargrinski.com within 30 days of delivery with your order number and clear photos of the item and packaging. If we confirm the issue, we will send a replacement or issue a full refund, including original shipping, and you will not need to pay for return shipping. In some cases we may ask you to return the item first.
4. REFUNDS
Once we receive and inspect your return, we will email you to confirm whether it is approved. Approved refunds are issued to your original payment method within 10 business days. Your bank or card issuer may take additional time to post the refund.
- Original shipping charges are non-refundable, except for damaged, defective or incorrect items.
- Bundles and multi-packs: bundle prices are discounted. If you return part of a bundle, the refund for each returned mask is the bundle price divided by the number of masks in the bundle. For example, one mask returned from a 3-pack bought for $69.95 is refunded at $23.32.
- Free gifts or promotional items included with an order must be returned with it, or their value may be deducted from the refund.
- If a returned item shows signs of wear or use, we may refuse the return or issue a partial refund, and we will tell you why.
5. EXCHANGES
To swap a face, return the original item under this policy and place a new order for the face you want. This is the fastest way to get the right one to you.
6. GIFTS
If the item was marked as a gift and shipped directly to you, you will receive store credit for the value of the return once it is received and approved. If it was not marked as a gift, or the buyer had it shipped to themselves first, the refund goes to the original buyer.
7. NON-RETURNABLE ITEMS
- Worn, washed or used masks
- Gift cards
- Items returned after the return window
8. LATE OR MISSING REFUNDS
If you have not received an approved refund within 15 business days, first check with your bank or card issuer, then email hello@weargrinski.com.
9. CHARGEBACKS
If you have a problem with an order, please contact us first. We respond to every email and will work to resolve it. Opening a chargeback or payment dispute without contacting us may delay resolution.
10. EUROPEAN UNION AND UK CUSTOMERS
If your order is shipped to the European Union or the United Kingdom, you have the right to cancel your order within 14 days of delivery for any reason, without giving a justification. Items must be returned in the condition described in section 1. Refunds will be issued within 14 days of us receiving the returned item.
11. CONTACT
hello@weargrinski.com