Return Policy for MaskQueen Ltd

At MaskQueen we strive to ensure our customers are completely satisfied with their purchases. We understand that sometimes, a product may not meet your expectations. If you find yourself in this situation, we offer a straightforward return process, outlined below, for items purchased from our website.

Conditions for Returns
- Return Window: Items must be returned within 14 days from the date of purchase.
- Condition of Items: To be eligible for a return, the item must be in the same condition that you received it: brand new, unopened, and in its original packaging. Due to the nature of our skincare and beauty products, we cannot accept returns of opened or used items.

How to Initiate a Return
1. Contact Us: Before sending your item back, please contact our customer service team at service@maskqueen.co.uk to initiate the return process. Include your order number, the item(s) you wish to return, and the reason for the return.
2. Return Authorization: Our team will provide you with a return authorization and detailed instructions on how to send your item(s) back to us.
3. Shipping: Customers are responsible for the return shipping costs. We recommend using a trackable shipping service such as Royal Mail Signed-for Service.

Processing Returns
Upon receipt of your return, we will inspect the item(s) and notify you of the approval or rejection of your return based on the condition of the item(s). If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment.

Exceptions
Please note that certain types of items are exempt from being returned. Perishable goods such as food cannot be returned. We also do not accept products that are intimate or sanitary goods.

Thank you for shopping at MaskQueen.