Refund policy

Refund & Return Policy

General Return Policy

Due to the event-based and limited-use nature of our products, we only accept return or refund requests for items that are confirmed to be defective, damaged, or incorrect upon delivery, except where additional rights are required under applicable law.

We do not accept returns or refunds for non-defective items, including but not limited to returns due to change of mind, personal preference, event cancellation, shipping delays, missed events, or other non-quality-related reasons.

All requests are subject to review and approval. Refunds, replacements, or other resolutions are not guaranteed and will be evaluated on a case-by-case basis.

Damaged, Defective, or Incorrect Items

Please inspect your order immediately upon delivery.

If your item arrives damaged, defective, or incorrect, you must contact us within 72 hours of delivery at:

📧 runmimask@outlook.com

Please include:

your order number
proof of purchase
a description of the issue
clear photos showing the problem

Claims submitted after this period may not be accepted.

We will review the case and determine an appropriate resolution at our discretion.

Possible resolutions may include:

a replacement
a partial refund
a full refund
return authorization for further inspection

Return Shipping Costs

If a return is authorized and the item is confirmed to be defective, damaged, or incorrect due to our error, we may cover the reasonable return shipping cost or provide a return shipping solution at our discretion.

In some cases, we may choose not to require the item to be returned and may instead offer a replacement, refund, or partial compensation.

Original shipping charges, handling fees, and other incurred logistics costs are non-refundable unless otherwise required by applicable law or determined by us in the approved resolution.

We do not cover shipping costs for:

unauthorized returns
returns sent back without prior approval
items damaged due to misuse, mishandling, improper storage, or customer-caused issues
non-defective items

Any unauthorized return may be refused or sent back at the customer’s expense.

Non-Returnable Situations

We do not accept returns or refunds for:

non-defective items
custom or personalized products
sale, clearance, or promotional items
gift cards
items returned due to an incorrect address provided by the customer
refused deliveries
uncollected shipments
missed events, scheduling changes, shipping delays, or personal circumstances

European Union Orders

For orders delivered to countries within the European Union, customers may have the right to cancel or return eligible items within 14 days of delivery in accordance with applicable EU consumer protection laws.

This right does not apply to custom or personalized items, and may not apply to certain other items where exclusions are permitted by law.

To be eligible, items must be unused, in their original condition, and returned with the original packaging. Proof of purchase is required.

Unless otherwise required by applicable law, customers are responsible for return shipping costs for non-defective returns under this EU right.

Exchanges

We do not offer direct exchanges.

If applicable, we may choose to send a replacement after reviewing the reported issue.

Refunds

If a refund is approved, it will be issued to the original payment method only.

Refunds are processed after the returned item is received and inspected, if a return is required. In cases where no return is required, refunds will be processed after the claim has been reviewed and approved.

Please allow 7–10 business days for the refund to be processed, depending on your payment provider.

If more than 15 business days have passed after refund approval and you have not received your refund, please contact us at:

📧 runmimask@outlook.com