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Made to Order — No Returns
All Mr E Masks products are handcrafted to order using premium platinum silicone. Due to the bespoke, made-to-order nature of our products, we are unable to accept returns or exchanges once production has begun.
Damaged or Defective Items If your mask arrives damaged or with a manufacturing defect, please contact us within 48 hours of delivery at info@mremasks.co.uk with:
- Your order number
- A description of the issue
- Clear photographs of the damage
We will assess each case individually and, where a defect is confirmed, offer a repair, replacement, or appropriate resolution at our discretion.
Your Statutory Rights Nothing in this policy affects your statutory rights under UK consumer law, including your rights under the Consumer Rights Act 2015.
Order Cancellations Cancellations may be accepted within 24 hours of placing your order, before production begins. Please contact us immediately at info@mremasks.co.uk if you need to cancel.
EU Customers — Right of Withdrawal If you are based in the European Union, you have the right to withdraw from your purchase within 14 days of delivery under EU Directive 2023/2673, without giving a reason.
Please note: As all Mr E Masks products are handcrafted to your order using premium platinum silicone, they are made-to-specification goods and are therefore exempt from the right of withdrawal under Article 16(c) of the EU Consumer Rights Directive once production has begun.
However, if you wish to cancel your order before production has started (within 24 hours of placing your order), you may exercise your right of withdrawal by submitting a cancellation request here. You will receive an email confirmation of your request. Refunds for eligible cancellations will be processed within 14 days.
For any queries, please contact us at info@mremasks.co.uk and we will respond within 72 hours.