Refund policy
Return & Refund Policy
Thank you for shopping at The Cleopatra Mask. We want you to be completely satisfied with your purchase. If you need to return an item, please review our policy below.
1. Return Window & Conditions
- 30-Day Limit: You have 30 days from the date of confirmed delivery to initiate a return. Requests submitted after 30 days cannot be accepted.
- Item Condition: We accept returns for both defective and non-defective items. However, items must be brand new, unused, and in their original packaging with all included accessories.
2. Return Method (By Mail Only)
- All returns must be made by mail. We do not accept in-person or in-store returns.
- To initiate a return, please email us at contact@thecleopatramask.com to receive instructions and the return shipping address.
- Do not ship items back without prior approval — unrequested returns will not be processed.
3. Return Fees & Shipping Costs
- Restocking Fee: $0.00. We do not charge any restocking fees.
- Return Shipping Cost: For change-of-mind returns, customers are responsible for all return shipping costs. Original outbound shipping costs are non-refundable. We recommend using a trackable shipping method.
- Defective or Damaged Items: If your item arrives defective or damaged, contact us within 30 days with photos or videos. Verified defective units will be replaced or refunded in full, with no return shipping cost to you.
4. Refunds & Processing Time
- Currency: All prices and refunds are processed in USD.
- Processing Time: Once your return is received and inspected, we will notify you via email. Approved refunds will be issued to your original payment method within 10 business days.
- Bank Delays: Depending on your card provider, it may take a few additional days to appear on your statement. If you haven't received it after 10 business days from approval, please contact your bank first, then reach out to us.
5. Exchanges
We accept exchanges for brand new items or defective units. To initiate an exchange, please email us at contact@thecleopatramask.com within your 30-day window.
We accept exchanges for brand new items or defective units. To initiate an exchange, please email us at contact@thecleopatramask.com within your 30-day window.
6. 1-Year Manufacturer’s Warranty
The Cleopatra Mask is backed by a 1-year manufacturer's warranty from the date of purchase. This covers defects in materials and workmanship only. It does not cover normal wear and tear, misuse, accidental damage, or cosmetic wear that does not affect functionality.
The Cleopatra Mask is backed by a 1-year manufacturer's warranty from the date of purchase. This covers defects in materials and workmanship only. It does not cover normal wear and tear, misuse, accidental damage, or cosmetic wear that does not affect functionality.
7. Order Cancellations
Orders may be cancelled for a full refund only before the order has been fulfilled and shipped.
Orders may be cancelled for a full refund only before the order has been fulfilled and shipped.
Contact Us
For any questions regarding your return, please contact us directly at:
For any questions regarding your return, please contact us directly at:
- Email: contact@thecleopatramask.com