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Política de reembolso

 

RETURN POLICY

We understand that buying online can be risky- we want to make it as easy as possible! 

We are committed to 100% customer satisfaction

 

The following criteria must be met in order to be eligible for an exchange, return, or refund:

  1. Returns must be postmarked within 30 days of the original order date.

  2. Item(s) must be new, unused, and in their original packaging, along with all accessories.

  3. All shipping costs must be pre-paid by the party returning the merchandise (i.e. the customer).

  4. Returned items eligible for a refund will be refunded for the cost of the item returned only

Non-refundable Items:

*Undergarments

*Socks & Stockings

*Cosmetics

*Wigs & Beards

*Teeth 

*Pet Costumes

*Sale or Clearance Items

 

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a refund will automatically be applied to your credit card or original method of payment, within 3 business days. 

Exchanges (if applicable)

We will exchange the items under the following circumstances:

1- The order received is damaged or defective

2- The order was the wrong size (please check the size on the tag vs the size on the packaging. It can be a mismatch on occasion)


If you need to exchange it for the same item, send us an email at:

 support@masquerade.app


Returns Department:
444 Industrial Ave Unit A  Saint George, Utah 84790

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.



Devoluciones fáciles

1. Return Window:

  • Unused items: Money-back guarantee within 30-days of purchase
  • Return requests PAST 30-days: Customer will be REQUIRED to provide their own return label.

2. Condition of Returns:

  • Items must be returned in their ORIGINAL condition; unused with original packaging and tags attached.
  • For hygienic reasons, certain items such as: Wigs, Tights, Socks, Pet Costumes, Makeup, and Undergarments are NOT RETURNABLE.

3. Refund Method:

  • Refunds will be issued in the original form of payment.

Envío rápido

We ship all orders placed by 2:00 MST same day. After the shipment is processed, you will receive a shipment notification with your tracking number.

United States:

  • Free shipping: Free shipping is available for all orders and they typically arrive within 3-5 business days (excluding Hawaii and Alaska).
  • 2 day shipping: You can select a two day shipping option for an extra cost that is calculated at checkout.

Canada, Australia, Germany, Spain France, United Kingdom, Ireland, Japan, New Zealand and Saudi Arabia:

Duties, taxes, and fees are included in the product price. You will not be charged any additional duties and taxes at checkout or upon delivery, guaranteed!

Rest of the world:

For the rest of the world, duties, taxes, and fees will be calculated at the time of checkout. You will not be charged any additional duties and taxes upon delivery, guaranteed!