Return and Refund Policy

Return & Refund Policy 

At Masked, we want your shopping experience to be smooth and worry-free. If you are not satisfied with your purchase, we accept returns and exchanges under the conditions listed below.

Return Eligibility

We accept returns for both defective and non-defective products.

Eligible product conditions include:

  • New products (unused, unopened, or in original packaging)

  • Slightly used products (opened or gently tried)

  • Defective or damaged products

All return requests must be made within 30 days of receiving the order.

Exchange Eligibility

We accept exchanges for new (unused/unopened) products only.

Opened, used, or slightly used items may be returned for a refund but cannot be exchanged.

If you wish to exchange a new item for a different product or variant, contact our support team.

Return Method

All returns are completed by mail.

A prepaid return label is included inside the package.
If you need a digital copy, we will email it to you upon request.

Return Costs

  • No restocking fees apply

  • Defective or incorrect items → free return shipping

  • Non-defective items → customer is responsible for return shipping

Refund Processing Time

Refunds are issued within 7 days after we receive and inspect the returned item.
Refunds are processed to the original payment method.

How to Start a Return or Exchange

To begin a return or exchange, contact our support team with your order number:

📧 support@trymasked.shop
📞 909-296-1202