Your Right to Cancel (EU Customers)
If you are located in the European Union, you have the right to cancel your order within 14 days of receiving your item, without giving any reason (the "cooling-off period").
To exercise this right, you must notify us of your decision to cancel before the 14-day period expires. You may do this by:
You are not required to use the Withdrawal Form provided that your communication clearly states your decision to cancel the order.
Once you have notified us of cancellation, you must return the goods to us within 14 days.
Return shipping costs are the responsibility of the customer unless the item is faulty, damaged, incorrect, or otherwise required by law.
Refunds Following EU Cancellation
Where you validly cancel an order within the cooling-off period, we will refund:
- the full price paid for the goods;
- the original standard delivery charge paid when placing the order; and
- any taxes, duties or import charges collected by us at checkout.
We may withhold the refund until we have received the returned goods or you have provided evidence that the goods have been returned, whichever occurs first.
Refunds will be made to the original payment method used for the purchase and will be processed within 14 days of receiving the returned goods or proof of return.
Exceptions
Custom-made, personalised or bespoke products are exempt from the EU right of cancellation where permitted by applicable consumer protection law.
This includes products commissioned or manufactured to a customer's specific requirements, specifications, design instructions, measurements, finishes, colours or other personalised requests.
Where a product is made to the customer's specifications or is clearly personalised, the EU 14-day cooling-off right does not apply, except where the item is faulty, damaged or not as described.
Our Returns Policy (All Customers)
In addition to your statutory rights, we offer a 14-day returns policy. You have 14 days after receiving your item to request a return.
To be eligible for a return under this policy, items must be:
- unused and undamaged;
- returned in their original packaging where possible; and
- accompanied by proof of purchase, such as your receipt or delivery documentation.
Please contact us before returning any item under our voluntary returns policy so that we can provide return instructions.
To request a return, please email:
mail@strangefacemasks.com
Approved returns should be sent to:
Strangeface Masks
2a Speldhurst Road
Southborough
Kent
TN4 0DP
United Kingdom
Refunds will only be issued to the original payment method used for the purchase.
The cost of returning items is the responsibility of the customer unless the item is faulty, damaged or incorrect.
Because many of our products are handmade, slight variations in finish, colour, texture and appearance are part of the nature of the work and do not constitute defects.
Damaged, Faulty or Incorrect Items
Please inspect your order upon arrival and contact us promptly if your item is:
- damaged;
- faulty; or
- incorrect.
If possible, please include photographs so that we can assess the issue and determine the most appropriate solution.
Where an item is confirmed to be faulty, damaged or incorrect, we will offer an appropriate remedy in accordance with your statutory rights, which may include:
- repair;
- replacement; or
- refund.
We cannot offer refunds or replacements for damage resulting from:
- normal wear and tear;
- accidental damage;
- misuse;
- improper storage; or
- improper handling.
Refunds
Once your return has been received and inspected, we will notify you of the outcome.
If approved, refunds will be issued to the original payment method used for the purchase within 14 days.
Please allow additional processing time for your bank, card issuer or payment provider.
If more than 14 days have passed since we approved your refund and you have not received it, please contact us at:
mail@strangefacemasks.com
Your Statutory Rights
This policy is provided in addition to and does not affect your statutory rights.
UK customers retain all rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
EU customers retain all rights available under applicable EU consumer protection legislation, including the Consumer Rights Directive and related national implementing laws.
For further information regarding your consumer rights, you may contact your local consumer protection authority.
If you experience any difficulty regarding returns or cancellations, please contact us at:
mail@strangefacemasks.com
