Refund policy

Return & Refund Policy

Last Updated: November 12, 2026

1. Overview

At MASKOVIA, customer satisfaction is an important part of our commitment to providing a reliable and enjoyable online shopping experience.

We understand that sometimes a purchase may not meet your expectations. For this reason, we offer a 30-day return and refund policy designed to make the process as straightforward and convenient as possible.

Customers may request a return within 30 days of receiving their order, subject to the terms outlined below.

We provide free returns for eligible orders, with no return shipping fees charged to customers.

This policy applies to purchases made directly through our official website:

https://maskovia.shop

2. 30-Day Return Eligibility

You have 30 days from the date your order is delivered to request a return.

To qualify for a standard return, we ask that:

The return request be submitted within 30 days of delivery.
The item be returned in its original condition, where reasonably possible.
Any original packaging, labels, or accessories be included if available.
Proof of purchase or an order number be provided.

Because our products include fabric face masks, we encourage customers to handle returned items responsibly and follow the return instructions provided by our customer support team.

For hygiene-related concerns, please contact us before returning a used or washed item. We will review your request and explain the available options, consistent with applicable consumer protection laws.

Items that arrive damaged, defective, or incorrect will be handled under the relevant provisions below.

3. Free Returns

MASKOVIA offers free returns for eligible orders within the 30-day return window.

Customers are not required to pay return shipping fees when following our authorized return procedure.

To ensure that your return is processed correctly, please contact our support team before sending any item back.

We will provide return instructions and, where applicable, a prepaid shipping label or another no-cost return arrangement.

Please do not ship items to our business address without receiving return authorization.

4. How to Request a Return

To initiate a return, please follow these steps:

Step 1: Contact Customer Support

Email support@maskovia.shop within 30 days of receiving your order.

Step 2: Provide Your Order Information

Include your order number, full name, email address used at checkout, and the item you wish to return.

Step 3: Receive Return Instructions

Our support team will review your request and provide the appropriate return instructions.

Step 4: Send Back Your Item

Follow the instructions provided, including the approved return shipping method when a physical return is required.

Step 5: Return Review and Refund

Once your return is received and reviewed, we will notify you of the refund status.

5. Refund Processing

Approved refunds will be issued to the original payment method used for the purchase, unless another method is agreed upon or required by applicable law.

Once a refund is approved, we aim to initiate it within 5–10 business days.

The time required for the funds to appear in your account may vary depending on your bank, card issuer, or payment provider.

We do not charge refund processing fees.

If you have not received an approved refund after the expected processing period, please contact us at support@maskovia.shop.

6. Damaged, Defective, or Incorrect Items

We take product and order accuracy seriously.

If your order arrives damaged, defective, or different from what you purchased, please contact us as soon as reasonably possible.

Include:

Your order number
A description of the issue
Clear photographs of the affected item, if available

Our team will review the situation and arrange an appropriate resolution, which may include a replacement, return, or refund.

Customers will not be charged return shipping fees for damaged, defective, or incorrectly delivered products.

Nothing in this policy limits any rights you may have under applicable consumer protection laws.

7. Exchanges

If you would like to exchange an item for another available product, please contact support@maskovia.shop.

We will review product availability and explain the available exchange or return options.

If a direct exchange cannot be arranged, you may return the original item under this policy and place a new order.

8. Order Cancellations

If you need to cancel an order, please contact us as soon as possible.

We will attempt to accommodate cancellation requests before an order has been processed or dispatched.

If your order has already shipped, cancellation may no longer be possible. However, you may request a return after delivery under our 30-day return policy.

9. Lost or Missing Deliveries

If your tracking information indicates that your order has been delivered but you have not received it, please contact our support team.

We may ask you to confirm your shipping address and check with your local delivery carrier.

We will review the available shipment information and work with you toward an appropriate resolution.

10. International Returns

Our 30-day return policy is available to customers worldwide.

Eligible returns are free of return shipping charges when customers follow the instructions provided by MASKOVIA.

Customers should contact us before shipping any international return to ensure that the correct return process is followed.

11. Consumer Rights

This policy is intended to provide additional customer service benefits and does not replace or restrict any mandatory rights available under applicable consumer protection laws.

Where local law provides greater protections, those legal requirements will apply.