Refund policy

Last updated: 4 Oct 2026

You have 14 days from delivery to return an unworn mask for a refund, and 30 days under our money-back guarantee if you're not satisfied. You pay the return postage.

14-day returns

You can return a mask for any reason within 14 days of delivery. You don't need to tell us why.

The 14 days start the day after your order arrives. If your order comes in separate parcels, they start the day after the last parcel arrives.

To use this right, email us within the 14 days. You then have a further 14 days to send the mask back.

30-day money-back guarantee

If you're not satisfied with your mask, tell us within 30 days of delivery and we'll refund it. This gives you extra time after the 14-day return period ends.

To claim, email us within the 30 days and let us know what you weren't happy with. The mask must be unworn and meet the condition rules below. You pay the return postage.

The guarantee is in addition to your 14-day return right and your legal rights if an item is faulty. It doesn't replace either.

Condition of returned masks

A returned mask must be unworn, unwashed and undamaged, in the condition it arrived in. Send it back in its original packaging with any tags attached.

Trying a mask on indoors to check the fit and look is fine, as you would in a shop. Wearing it out is not.

If a mask comes back worn, washed or damaged, we may reduce your refund to reflect its loss in value. For a mask we can't resell, that reduction can be the full price.

How to return a mask

1. Email us. Send your order number and the masks you're returning to hello@furface.org, within the time limits above.
2. Wait for our reply. We'll send you the return address and instructions. Please don't post anything before you hear from us.
3. Send it back within 14 days of emailing us. You pay the return postage, and we don't provide prepaid labels. Use a tracked service and keep proof of postage. The parcel is your responsibility until it reaches us.
4. Get your refund. We check the mask when it arrives and refund you as set out below.

Refunds

We refund within 14 days of receiving your return, or of receiving proof that you've sent it, whichever is earlier. Refunds go to your original payment method. Your bank may take a few more days to show it.

• What you get back. The price you paid for the returned mask.
• Bundles. Bundle prices apply to the full bundle. If you return some masks from a bundle, we refund what you paid, less the price you would have paid for the masks you keep.
• Postage. Return postage isn't refunded. Shipping to you was free, so there's no delivery charge to refund.
• Import charges. Duties and taxes paid to a customs authority aren't ours to refund. You may be able to reclaim them from that authority.
• Exchanges. We don't offer exchanges. Return the mask for a refund and place a new order.

After 30 days, we only accept returns of faulty, damaged or incorrect items.

Faulty, damaged or incorrect items

The time limits and return postage rule above don't apply if your mask is faulty, arrives damaged, or isn't what you ordered.

Email hello@furface.org with your order number, a short description and photos. We'll refund or replace it, and you won't pay to send it back.

Nothing in this policy affects the legal rights you have as a consumer in the country where you live.

Contact us

Email hello@furface.org about any return or refund. Please include your order number.