Cancellations, Returns, and Refund
Cancellations on orders will be considered if the order has not already been scheduled for shipping. To cancel an order, send us an email at email@example.com providing Name, Email, Mobile Number and Order Id
The Mask Lab will happily accept returns due to change of mind as long as a request to return is received by us within 24 hours of receipt of the item and the item is returned to us in original packaging, unused, and in re-sellable condition. For returns, send us an email on firstname.lastname@example.org providing Name, Email, Mobile Number and Order Id
Customers will need to arrange for the shipping of the returned products back to our office in Mumbai. The expense for the return shipping will need to be borne by the customer.
Once returns are received and accepted, refunds will be processed after a quality check on the product we delivered, we only ask that you don’t use the product and preserve its original condition, tags and packing if you wish to return our product. We will notify you once this has been completed through email.
The Mask Lab Shop will refund the value of the goods returned but will NOT refund the value of any shipping paid.
Refunds are initiated within 3 working days of receipt of returned goods. The amount of time it takes before the money is credited back to the customer’s account depends on the clearing cycle of the customer’s bank.
We use third-party courier partners and most orders across India are delivered within 4-7 working days, provided there are no unexpected delays. If the order does not reach you within 10 days (post dispatch), we will send you a replacement or issue a full refund for the same. Please understand that as we have limited control over the package once it is shipped, we’re unable to cancel or refund the order before the mentioned timeline.
Note: This does not apply to failed/delayed deliveries with exceptions raised due to issues at the receiver’s end (for example incorrect address, no response on the contact number, etc.).