Refund policy

We want you to love your Mood Masks. If something isn't right, here is how returns and refunds work. Full step-by-step instructions are on our Returns & Refunds page.

When you can request a return or refund

• Faulty, damaged or wrong item: your item arrived faulty, damaged, not as described, or you received the wrong mood.
• Order didn't arrive.
• Change of mind: you can return an unused, unworn and unwashed item in its original condition and packaging within 30 days of delivery.

How to request a return

Email credviagroup@gmail.com within 30 days of delivery with the subject line "Return Request - Order #[your order number]". Include your order number, the email address used for the order, your full name, the mood(s) you are returning, the quantity, the reason for the return and photos if the item is faulty or damaged. We reply within 2 business days.

If your request is approved, we'll email you the return instructions. Please take clear photos of the item and the packed parcel before posting, then reply with the carrier name, tracking number, postage receipt and your photos.

Refunds

• Item returned unused and unworn, in its original condition and packaging, or a faulty/damaged/wrong item confirmed: we refund the item price to your original payment method within 5 business days of inspection. Your bank may take a few extra days to show it.
• Change-of-mind return that arrives worn, washed or damaged: we refund the item price minus a reasonable deduction for its condition. We'll always email you first with photos and the amount.
• Parcel doesn't contain the item we sent: we can't issue a refund, and we'll email you first to explain.

These deductions only apply to change-of-mind returns. They never affect your rights for a faulty item, an item damaged on arrival, or the wrong item.

Bundle orders

If you return part of an order that received a bundle discount, the refund is based on the discounted price you paid for the returned item(s).

Orders that don't arrive

If your order doesn't arrive, email us and we'll investigate and either resend your order or refund you in full.

Return postage

Where a full or partial refund is issued, we also reimburse your return postage by PayPal or bank transfer, using the receipt you send us. Reimbursements are processed within 10 business days of receiving your receipt. Where a refund is not issued, postage is not reimbursed.

Your rights

Nothing in this policy limits any rights you have under applicable consumer protection laws.

Questions

Email us at credviagroup@gmail.com.