Return & Refund Policy

Mr E Masks – Return & Refund Policy

At Mr E Masks, we take great pride in crafting premium, realistic silicone masks to the highest standard. Please read our return policy carefully before placing your order.

Our Commitment to Quality

Every mask we produce undergoes rigorous quality checks before dispatch. If your item arrives damaged or defective, we will make it right.

Can I Return My Mask?

All of our silicone masks are handcrafted and made-to-order. As such, we are unable to accept returns or offer refunds on made-to-order items unless the product is faulty or arrives damaged.

We plan to introduce ready-to-ship stock items in the future. When available, our returns policy for those items will be clearly stated on the relevant product pages.

Faulty or Damaged Items

If your mask arrives damaged or with a manufacturing defect, please contact us within 48 hours of delivery with:

  • Your order number
  • A clear description of the issue
  • Photographs of the damage

We will arrange a replacement or full refund at no cost to you.

How to Initiate a Return

To begin a return, contact us at returns@mremasks.co.uk with your order number and reason for return. Do not send items back without prior authorisation — unauthorised returns cannot be accepted.

Refund Processing

Once your return is received and inspected, we will notify you of the outcome within 5 business days. Approved refunds are processed to your original payment method within 7–10 business days.

Non-Returnable Items

The following items are not eligible for return:

  • Custom or made-to-order silicone masks
  • Items showing signs of use, wear, or alteration
  • Sale or discounted items (unless faulty)
  • Items returned without prior authorisation

Your Consumer Rights (UK)

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015. If you have concerns, you may also contact Citizens Advice or Trading Standards.

Contact Us

For any return or refund queries, please get in touch:

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