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Refund & Return Policy – Mascarado


We at Mascarado are committed to making sure you’re absolutely in love with your purchase. If something isn’t right, we’re here to help.

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🕒 Return Window

We offer a 30-day return policy, meaning you have 30 days after receiving your order to request a return.

To begin the return process, contact us at:
📧 support@mascarado.co

Once your return is approved, we’ll send you a return shipping label along with step-by-step instructions. Please note: items sent back without prior return approval will not be accepted.

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📦 Damaged or Incorrect Items

Please inspect your order as soon as it arrives. If you receive a defective, damaged, or incorrect item, reach out immediately so we can evaluate the issue and make it right. 💖

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🔁 Exchanges

If you want a different item, we recommend returning your current one (once approved) and placing a new order for the product you prefer.

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🇪🇺 EU Customers: 14-Day Cooling-Off Period

If your order was shipped to the European Union, you have the right to cancel or return it within 14 days, no questions asked. Items must be in their original condition, unworn, with tags and packaging intact.

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💳 Refunds

Once we receive and inspect your return, we’ll notify you if your refund is approved. If approved, it will be processed to your original payment method within 10 business days.

Please allow time for your bank or card provider to complete the transaction. If more than 15 business days have passed since approval, please contact us at: support@mascarado.co

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🔐 Fraudulent Orders & Mistaken Purchases

If you believe your order was placed fraudulently or by mistake, contact us immediately.
• If the order hasn’t shipped yet, it will be cancelled and fully refunded.
• If the order has shipped and been delivered, you’ll need to return the items to qualify for a refund.
• Once an order is delivered and kept, it is considered confirmed and not fraudulent.

⚠️ Filing a chargeback without contacting us first will be treated as a violation of our policy. Please email us first — we’re here to resolve any issue.

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🚫 Order Cancellations

Orders may be cancelled within 2 days of placing the order. After this window, if your order has already shipped, it must be received and returned before a refund is processed. A $12 USD cancellation fee may apply for returned-to-sender packages.

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✈️ Shipping Responsibility

Customers are responsible for the cost of return shipping. We recommend using tracked shipping for your protection.

📦 We are not responsible for failed delivery due to an incorrect address entered at checkout. If the package is returned to us, you may choose to:
• Cancel with a $12 USD cancellation fee, or
• Have the package re-shipped (once it arrives back at our facility).

❗We recommend using a permanent address rather than temporary ones to avoid missed deliveries.

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🌍 International Orders & Customs

We are not responsible for customs duties or fees. If you choose not to pay these and your order is returned, we will notify you and offer re-shipment or cancellation with a $12 USD processing fee.

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📦 Shipping Disputes

Due to current global shipping limitations, Mascarado does not accept disputes for deliveries to the countries listed at the end of this policy. We will assist wherever possible, but local postal services must be contacted directly for delivery disputes.

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🌐 Countries Not Covered for Dispute Resolution

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✳️ (Let me know if you’d like this list shortened or made into a downloadable link.)

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If you have any questions, feel free to reach out at any time:
📧 support@mascarado.co
🛍️ Visit us: www.mascarado.co