Refund policy

We have a 7-day return policy for standard orders, which means you have 7 days after receiving your item to request a return. To be eligible for a return, your item must be unopened or unused.

Right of Withdrawal (EU Customers Only)

If you are a consumer residing within the European Union, you have a legal right to withdraw from this contract within 14 days of delivery without giving any reason. You may also request to cancel any order before it is fulfilled.

To easily exercise your right of withdrawal without logging into an account, please click the "Withdraw Contract" button located in the footer to use our unauthenticated self-serve form. Alternatively, you may submit your request via email at info@freshmask.ch or through your customer account portal prior to fulfillment.

Exceptions / Non-Returnable Items

Unfortunately, we cannot accept returns on sale items or gift cards. Furthermore, due to health protection and hygiene reasons, the right of withdrawal and return eligibility expires immediately if any sealed skincare, cosmetics, or mask items are unsealed or opened after delivery.

How to Start a Return

To start a standard return, you can contact us at info@freshmask.ch. Please note that only the price of the item will be reimbursed; the original shipping charges as well as the return shipping charges will not be refunded. Items sent back to us without first requesting a return will not be accepted.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.