Refund policy
At HoodMask we want you to buy and gift with peace of mind. That is why we extend the statutory 14-day withdrawal period to a 30-day return guarantee.
30-day guarantee
You have 30 calendar days from the day you receive your order to return it, with no need to give a reason. We refund 100% of the amount paid for the returned products.
How to request a return
- Email us at hola.hoodmask@gmail.com with your order number and the product you want to return.
- We will reply with the return address and instructions. Please do not send any parcel before contacting us.
- Send the product unused, unwashed and in the same condition in which you received it.
Refunds
Once we receive and check the product, we will confirm your refund by email. We will issue it within a maximum of 14 calendar days, using the same payment method you used for the purchase. Your bank may take a few additional days to show it.
Return shipping costs
If the product arrives faulty, damaged or is not what you ordered, we cover the return shipping costs. If you return it for any other reason (for example, size or change of mind), the return shipping costs are your responsibility.
Size or design exchanges
If you need a different size or design, email us and we will tell you the quickest way to arrange it.
Faulty or incorrect products
If your order arrives damaged, faulty or with the wrong item, email us as soon as possible with a photo of the product and your order number. We will offer you a free replacement or a full refund.
Legal guarantee
In addition to this commercial guarantee, all our products are covered by the legal guarantee of conformity provided for in the applicable consumer legislation, which in Spain is 3 years from delivery.
Contact
For any questions about returns, email us at hola.hoodmask@gmail.com.