Refund policy

  1. HYGIENE & HEALTH PROTECTION EXCLUSION (IMPORTANT) In accordance with Article L.221-28 5° of the French Consumer Code, the right of withdrawal cannot be exercised for goods that have been unsealed or opened by the consumer after delivery and which cannot be returned for reasons of hygiene or health protection.

Consequently, MASQLY products and masks will NOT be accepted for return, exchange, or refund if their protective packaging, pouch, or seal has been opened, damaged, torn, or altered after delivery. No returns will be accepted for used, tested, or opened products.

  1. 14-Day Cooling-Off Period within the European Union For products that are strictly unopened, unsealed, and returned in their perfect original condition (intact pouch and packaging), you have the right to cancel or return your order within 14 days of receipt. The item must be accompanied by the receipt or proof of purchase.

  2. Return Shipping Fees & Procedure

  • Return Shipping Fees: Return shipping costs are fully borne by the customer.

  • Procedure: You must contact our customer service at contact@masqly.com before returning any items to receive authorization and return instructions. Any package returned without prior approval will not be processed. We highly recommend using a trackable shipping service.

  1. Exchanges The fastest way to ensure you get what you want is to return the item you have (provided it is strictly unopened and sealed), and once the return is accepted, make a separate purchase for the new item.

  2. Refunds We will notify you once we have received and inspected your return, and let you know if the refund was approved or not after verifying the seal's condition. If approved, you will be automatically refunded on your original payment method within 10 business days. If more than 15 business days have passed since we approved your return, please contact us at contact@masqly.com.