Refund policy

14-day right of withdrawal

You can withdraw from your purchase within 14 days of receiving your order, without giving a reason.

To start a return, email us at support@heatwavemask.com with your order number and a short statement that you wish to withdraw from the purchase. We will reply with the return address and instructions.

Return conditions

• Send the item back within 14 days of notifying us of your withdrawal, to the return address we provide by email.
• Please return the item unused, unwashed and in its original packaging where possible. For hygiene reasons (the product is worn on the face), we may reduce the refund to reflect any loss in value caused by handling beyond what is needed to check the product.
• Return shipping costs are paid by the customer. Items sent to an address other than the one we provide cannot be processed.

Refunds

We refund the purchase price, including the original standard shipping cost if any was charged, within 14 days of receiving your withdrawal. We may hold the refund until we have received the item back or you have provided proof of sending it, whichever comes first. The refund is issued to your original payment method.

Damaged, defective or wrong items

If your item arrives damaged, defective or is not what you ordered, contact us within 14 days of delivery with your order number and a photo. We will send a replacement or a full refund at no extra cost to you. This does not affect your statutory warranty rights.

Contact

Questions about returns: support@heatwavemask.com