Refunds and returns

Last updated 25 September 2026. This policy is reviewed periodically; if anything here is unclear, ask us before you order.

Your right to cancel

When you buy online from us, Irish and EU law give you 14 days from the day you receive your order to change your mind, without giving a reason. We go a little further: you can return an item for any reason within 15 days of receiving it.

To cancel, email theteam@customersupport.care with your order number and tell us you want to return the item. A clear message is all you need. We will reply with the return address.

Sending it back

Please send the item back within 14 days of telling us you are cancelling. You pay the cost of sending a change-of-mind return. Use a tracked service and keep your proof of postage.

Where you can, return the mask with everything it came with, in its original packaging, with your order confirmation or other proof of purchase from this website. You may try the mask as you would in a shop to see how it works. If it has been handled more than that and its value has dropped as a result, we may reduce the refund by that amount.

What we refund

We refund the price you paid for the item and the standard delivery charge. If you chose express delivery, we refund the cost of standard delivery, which is free on orders of €75 or more. We do not deduct a handling or packing fee.

We aim to process your refund within 24 to 48 hours of the item arriving back with us, and always within 14 days of you telling us you are cancelling. We may wait until the item arrives, or until you show us proof that you have sent it. Refunds go back to the payment method you used. If you would rather have store credit for a future order, just ask.

Cancelling before dispatch

You can cancel free of charge until your order ships. Most orders ship within 24 hours, so email us as soon as you can, ideally within 12 hours of ordering. Once your order has shipped, the right to cancel above still applies.

Faulty, damaged or incorrect items

This applies whatever the timing above says. Your mask should match its description, be of acceptable quality and do what it is sold to do. If it arrives faulty, damaged or not as described, contact us and we will put it right at no cost to you. Under the Consumer Rights Act 2022 that means a repair or replacement, or a refund where the law allows one, and we cover the cost of getting the item back.

If a parcel arrives damaged, send us your order number and a photograph of the packaging and the item. Photographs help us take it up with the courier. They are not a condition of your rights.

Missing or wrong items

If your order does not arrive, arrives with parts missing, or contains something you did not order, tell us straight away. Putting it right costs you nothing.

Items bought elsewhere

We can only accept returns of items bought from this website. For an item bought from another retailer, contact the business you bought it from.

Your statutory rights

Nothing in this policy limits your rights under the Consumer Rights Act 2022 or the EU Consumer Rights Directive. The Competition and Consumer Protection Commission explains those rights at ccpc.ie.