Refund policy

30-Day Money-Back Guarantee

We want you to love your Softlid mask. If you're not happy with it for any reason, contact us within 30 days of delivery and we'll make it right.

How to request a return

Email us at the address on our Contact page with your order number. We'll reply within 2 business days with return instructions. Please don't send items back without contacting us first, as we can't process returns that arrive unannounced.

Conditions

Items must be returned within 30 days of delivery with all parts included. Masks that have been used are accepted under this guarantee; we only ask that the cover is clean.

Refunds

Once your return is received and inspected, we'll email you and refund your original payment method within 5 business days. Your bank may take a few extra days to post it. Original shipping is not refundable, and return shipping is paid by the customer unless the item arrived faulty or damaged.

Damaged, faulty or wrong items

If your mask arrives damaged, doesn't heat, or isn't what you ordered, email us within 30 days of delivery with a photo or short video. We'll send a free replacement or a full refund, your choice, with no need to return the faulty item.

Exchanges

The fastest way to get a different item is to return the one you have and place a new order.

Cancellations

You can cancel an order free of charge any time before it ships. Email us as soon as possible with your order number.

Questions

Contact us any time through our Contact page and a real person will get back to you.