RETURN & REFUND POLICIES

At Pink Mask, we want you to feel confident when shopping with us. Please review our Return & Refund Policy below before requesting a return, refund, or warranty claim.

1. 30-DAY RETURN POLICY

We accept return requests within 30 days of receiving your order.

To be eligible for a return, the product must be:

Unopened and unused
Unmarked and unaltered
In its original packaging
In resalable condition
Accompanied by a receipt or other proof of purchase

Products that have been opened, used, tested, altered, or are no longer in resalable condition are not eligible for return, refund, or exchange, except when the product is defective or arrived damaged.

2. HOW TO REQUEST A RETURN

To request a return, please contact us at hello@pink-mask.com within 30 days of receiving your order and include your order number and the item(s) you wish to return.

If your return is approved, we will provide you with a return shipping label and instructions on how and where to send your package.

Returns sent without prior authorization may not be accepted or refunded.

3. RETURN SHIPPING COSTS

For standard returns, including returns due to a change of mind or an unwanted product, both the original outgoing shipping cost and the return shipping cost will be deducted from the refund, when applicable.

If the return is the result of an error by Pink Mask, such as receiving an incorrect product, or if an eligible product arrives damaged or defective, Pink Mask will evaluate the case and provide an appropriate resolution without charging the customer for costs associated with correcting our error.

4. REFUNDS

Once we receive and inspect your return, we will notify you whether your refund has been approved.

If approved, the refund will be issued to your original payment method.

Please allow approximately 5–10 business days for the refund to appear after it has been processed. Processing times may vary depending on your bank, credit card company, or payment provider.

Original and return shipping charges are not refundable for standard returns and will be deducted from the refund when applicable.

5. PRODUCT COLORS & SHADE EXPECTATIONS

We make every effort to ensure that our product photos and digital swatches represent each shade as accurately as possible. However, colors may appear slightly different depending on screen settings, device displays, lighting, photography, and other factors.

Because of this, a difference between a customer's personal color expectations and the actual shade of a product does not constitute a product defect.

Once a product has been opened or used, it cannot be returned, refunded, or exchanged solely because the customer does not like the color or expected a different shade.

If you are unsure about a shade, we recommend reviewing the available product images and information before opening or using the product.

6. DAMAGED, DEFECTIVE OR LEAKING PRODUCTS

Please inspect your order upon delivery.

If an item arrives damaged, defective, broken, or leaking, please contact us as soon as possible and provide:

Your order number
A description of the issue
Clear photos and/or videos showing the problem and the product

Pink Mask will evaluate the claim and determine the appropriate resolution, which may include a replacement or refund.

For products that are broken or leaking, we may determine that returning the damaged product is unnecessary. Please do not discard the product or packaging until our Customer Service team has reviewed your claim.

Normal wear, accidental damage, improper use, or damage occurring after delivery is not considered a shipping or manufacturing defect.

7. INCORRECT PRODUCTS

If you receive an item different from the product you ordered, please contact us as soon as possible with your order number and photos of the item received.

Once verified, Pink Mask will provide an appropriate resolution and cover any shipping costs required to correct the error.

8. EXCHANGES

We do not offer direct product exchanges.

If an eligible unopened and unused product meets the conditions of our return policy, you may request a return and place a separate order for the product you prefer.

Opened or used products cannot be exchanged for another product, shade, or color unless there is a verified defect.

9. PROMOTIONAL ITEMS & FREE GIFTS

If your purchase included a free gift, promotional product, bundle benefit, or other complimentary item based on the products purchased or the order value, those items may need to be returned along with the qualifying merchandise in order to receive a full refund.

If the promotional or free item is not returned, Pink Mask reserves the right to deduct its applicable value from the refund.

10. ORDER CANCELLATIONS

Orders may only be changed or cancelled before they have been fulfilled.

If you need to cancel or modify an order, please contact us as soon as possible at hello@pink-mask.com with your order number.

If the order has not yet been fulfilled, we will make every effort to accommodate your request and, when applicable, issue a refund to your original payment method.

Once an order has been fulfilled or shipped, it can no longer be cancelled.

If you no longer want the order after it has shipped, you must wait for delivery and request a return in accordance with this policy. Standard return conditions and shipping deductions will apply.

11. PROLUMINANCE LAMP - 1 YEAR WARRANTY

Pink Mask ProLuminance Lamps include a 1-year limited warranty from the date of purchase.

This warranty covers manufacturing defects and product malfunctions that occur under normal and intended use.

To submit a warranty claim, please contact hello@pink-mask.com and provide:

Your order number
A description of the issue
Videos demonstrating the malfunction
Picture of the product label

Additional information may be requested in order to evaluate the claim.

The warranty does not cover damage caused by misuse, accidents, improper handling, unauthorized modifications, external damage, or normal wear and tear.

Pink Mask reserves the right to evaluate each warranty claim and determine the appropriate resolution, which may include replacement of the defective product.

Warranty claims are separate from our standard 30-day return policy.

12. QUESTIONS?

For any questions regarding a return, refund, damaged or defective product, incorrect item, order cancellation, or warranty claim, please contact our Customer Service team at:

hello@pink-mask.com

Our team will be happy to assist you.