Política de reembolso

We have a 3 day unconditional return policy, which means you have 3 days after receiving your item to request a return for store credit. We do not offer cash refunds under any circumstances, and will not approve any requests for cash refunds. This includes an order cancellation request, we can offer store credit towards a different product in the case that you change your mind prior to shipment, but we are unable to offer a cash refund. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at orders@masksantafe.com.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. We are not responsible for any packages that are lost in transit for a return. If you do not have the item scanned in by an employee or request a receipt proving that the item was handed off to our shipping partner we are unable to honor the return. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at orders@masksantafe.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if there is any concern or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products like our fragrance items and incense). Undergarments are not able to be returned. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

If the product is lost or stolen during transit we do not offer cash refunds, because we will not be able to replace the item and it is considered a loss on our end, only store credit in the total amount of product plus shipping cost can be given.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically issued a gift card with the amount paid minus any shipping costs incurred by us within 10 business days. Please remember it can take some time for processing and inspecting your return.

If more than 15 business days have passed since we’ve approved your return, please contact us at orders@masksantafe.com.