Refund policy
30-day money-back guarantee
We want you to love your Emelsy masks. If you are not happy with your order for any reason, contact us at support@emelsy.com within 30 days of delivery and we will refund the product price of your order.
How it works
- Email support@emelsy.com with your order number and a short note on why the product didn't work for you.
- For hygiene reasons you do not need to send back opened or used masks.
- Once your request is approved, your refund is issued to your original payment method. Depending on your bank, it can take 5–10 business days to appear.
The money-back guarantee applies once per customer and household. Shipping costs are not refunded unless the item arrived damaged or incorrect.
Damaged or wrong items
If your order arrives damaged, defective or incorrect, email us within 30 days of delivery with your order number and a photo. We will send a replacement or a full refund, including shipping, at no cost to you.
Cancellations
You can cancel an order free of charge as long as it has not shipped yet. Email us as soon as possible with your order number.
EU / UK customers
If you are a consumer in the EU or UK, you also have a statutory 14-day right of withdrawal. This guarantee does not limit any rights you have under applicable law.