Return and Refund Policy
Return and Refund Policy
Scope and Intent
This Return and Refund Policy applies to all purchases made through maskero.com.
1. Return Window
Customers in the United States may cancel and return eligible products within 30 days of receiving their order.
2. Returns Overview
| Policy Item | Details |
|---|---|
| Countries Covered | United States |
| Return Window | 30 days from delivery |
| Returns Accepted | Yes (eligible items only) |
| Exchanges | Accepted |
| Return Authorization | Required before sending |
| Return Label | Provided after approval (if applicable) |
| Restocking Fee | None |
| Refund Method | Original payment method |
| Refund Processing Time | Up to 10 business days after approval |
3. Return Instructions
Step 1: Request Authorization
All returns must be approved before sending.
Email: order@maskero.com
Include:
- Order number
- Reason for return
Step 2: Approval
After review, you will receive:
- Return authorization confirmation
- Correct return shipping address
- Return label (if applicable)
Step 3: Do Not Send Without Approval
Returns sent without authorization may be:
- Rejected
- Delayed
- Ineligible for refund
4. Return Address
We operate a centralized return handling process to ensure accurate processing and tracking of all returns.
Primary Return Location:
Returns are typically processed through our authorized return center in India:
Return Center Address:
577 Gadhpur Township, Pasodara Kathodara
Surat, Gujarat, 394326
India
In some cases, depending on the product type, supplier, or fulfillment origin, returns may be directed to an assigned logistics return facility.
Important:
- The exact return address and instructions will always be provided after return approval
- Customers will never be asked to return items to an undisclosed or unverified third party
- We ensure all return locations are authorized, trackable, and verified
Do not send returns without prior authorization, as this may result in delays or ineligibility for a refund.
5. Packaging and Shipping
- Use original packaging whenever possible
- Ensure all tags, labels, and accessories are included
- Attach return authorization details
- Securely package the item before shipping
6. Return Shipping Costs
| Reason for Return | Who Pays | Outcome |
|---|---|---|
| Change of mind | Customer | Refund after approval |
| Defective item | Company | Replacement or refund |
| Incorrect item | Company | Replacement or refund |
7. Return Conditions
Change of Mind
Eligible if:
- Item is unused
- Item is undamaged
- Original packaging is intact
Defective or Damaged Items
Must be reported within 48 hours of delivery.
Photos of damage are required.
After review: replacement or refund provided.
Incorrect Product
Contact support immediately.
Replacement or full refund provided.
Item Not Delivered
Courier investigation will be initiated.
Refund issued if confirmed lost.
Order Cancellation
Orders may be cancelled for a full refund if not yet shipped.
8. Non-Returnable Items
Certain products cannot be returned for hygiene and safety reasons. These items are clearly marked on product pages.
9. Refund Conditions
Refunds are issued only if:
- Product is unused
- Product is undamaged
- Product is in original packaging
Refunds may also be issued for:
- Defective items
- Incorrect deliveries
10. Refund Processing
| Step | Details |
|---|---|
| Inspection | Upon return arrival |
| Approval | After verification |
| Processing Time | Up to 10 business days |
| Refund Method | Original payment method |
| Confirmation | Email notification sent |
11. Exchanges
Exchanges are accepted if:
- Item is unused
- Item is in original packaging
12. Return Label
Return instructions and labels (if applicable) will be provided only after approval.
13. Shipping Information
| Item | Details |
|---|---|
| Shipping Method | India Post |
| Delivery Time | 15–18 business days |
| Restocking Fee | None |
Delivery times may vary due to customs, weather, holidays, or courier delays.
14. Legal Rights
This policy does not affect your statutory consumer rights under applicable laws.
15. Important Notice
Our registered business address is for correspondence only.
Returns are processed through authorized facilities or logistics partners.
Do not send returns without written instructions.
Company Information
Website Name: Maskero.com
Company Name: MASKERO
Registration Number: [YOUR REGISTRATION NUMBER]
Address: [YOUR COMPANY ADDRESS]
Email: order@maskero.com
Contact Form: Click Here
Phone: [YOUR PHONE NUMBER]
Customer Service Opening Hours:
Monday to Friday: 9:00 AM – 6:00 PM
Saturday and Sunday: Closed
Time Zone: GMT+5:30 (Indian Standard Time)
Response Time: We respond within one business day.