Return and Refund Policy
Refund & Return Policy
If your item arrives damaged or is not working, please follow the warranty process and contact our Customer Service for return within 14 days of the order being received. After returning the product to the address provided by our support team, we can send you a new item free of charge, or you can choose to receive a full refund. Enjoy total peace of mind: every single purchase is 100% risk-free each time you shop at inthemask.com.
Without further notice, we will keep a video for every shipping package, so as to confirm the integrity before shipment. Buyers are responsible for checking the integrity of the package, as well as the contents. Buyers also have the right to decline the package upon delivery if the package is found damaged already, and we will ask for compensation of the courier.
Special Notes: An original receipt or gift receipt is required. Private goods include but not limited to packaging, zippers, hoods or mouth gags are not eligible for returns. You have to apply the return label before you process the returns. Review the full list of ineligible items and our refund policy below before starting the process.
Disclaimer: Silicone masks are prone to rip, breakage or damage. We will be responsible for any kinds of quality report within the first 48 hours as of receiving the package. Please note we won't be able to take any rip/breakage/damage reports/cases after the first 48 hours, as it might occur during wearing and incautious violence. Some MoliFX masks come with an exclusive brochure with After-sale Services Terms. We will provide special fix/return services accordingly.
• Original Receipt - Returns with the original receipt, including original package, hangtag sticker and gifts.
• Delivery Fees - Delivery fees are non-refundable and prior purchases are not eligible for price adjustments.
• Refund – Refund can only be done after we get the return in good condition and confirm the issues brought up. It will be refunded in the original form of payment. We will not be able to provide pre-addressed, pre-paid express waybills for return pickup. The shipping will be on the buyer.
We will not take return or refund requests if purchases don’t comply with conditions below:
- It is not a custom item. Such as: Moli's Zentai suits, MoliFX female masks, NEOGAN doll masks, masks with punched eyebrows, masks with special custom requests, etc.
- It is not used as a sex-related toy/item, including but not limited to: vagina pants, silicone bodysuits, masks with a gag, etc.
- It has not been tainted, broken, or modified in any forms, in which case it will be seen as “not resellable”.
- There is not a potential cause of not being able to be returned from the customer’s country.
We will not be able to return the shipping paid in any cases other than products misdelivery or unacceptable defects. Refund will be done via PayPal directly after we receive the package. Providing tracking info will be essential in this case.
We do not accept refunding requests due to “customs/tariff” issues. Kindly note that we will declare items as they are if not previously requested.