How to return a faulty item: A simple phone call on 0208 1236987 and have a chat with one of our support team who can check that you are using the mask correctly and that it may need to come back to us to be inspected. If the mask you are returning is not faulty but unwanted, you must return it to us in a new, unused condition to qualify for a refund. To give you some ideas on how we manage our returns here are some simple and easy to follow points:

Faulty items

If you need to return a mask because it is faulty or defective, you must inform us within 3 days of the fault. It must then be returned to us within 10 days. You are responsible for any carriage charges incurred. Our support staff will look at the mask to ensure there is something wrong and if so, either repair it, or replace or refund it at our discretion.

Change of mind

Masks returned to us because of a change of heart or an error on our part must be not be used and in perfect, re-saleable condition (including all product packaging, instructions etc) otherwise we may not be able to refund you. Bespoke services such as custom mask painting are excluded from our returns policy and we are unable to offer any refunds for masks once painted or customized. You must notify us of the return within 3 days of the items dispatch to you and then the mask(s) must be returned within 10 days thereafter. If you decide to return a mask after the first 3 days of receiving the goods we may deduct a 10% restocking fee from any refund amount. We cannot make any comment on your specific situation until the mask(s) are returned to us. When first trying out your new mask please do this somewhere clean and safe as we cannot exchange or refund dirty, muddy or scratched masks.

Returning a gift

We are happy to exchange faulty or defective mask(s) that have been sent as a gift. If you are returning a mask but would like to exchange it for another mask and you’re not sure which one we are happy to issue a gift voucher for the value of the mask you are returning. If a refund is required, please note that refunds for the purchase price of items bought as gifts can only be refunded to the original purchaser. All gifts must be returned in the same manner as our category, "Change of Mind".

Items lost, missing or damaged in transit

Once you receive your parcel: Any damaged or missing goods must be reported to us within 24 hours. If your parcel arrived damaged you must ensure that you and the courier make the appropriate notes when signing for the parcel.

Returning masks to us:

We cannot be held responsible for any items that have been sent to us if they become lost or get damaged in transit. You are responsible as the shipper for returning the masks to us. We highly recommend sending the package by Royal Mail Recorded/Special Delivery or by Courier.
Refunds, replacement and exchanges
When we refund money for returned items of any nature, please note that we will make the refund in the same manner as the original purchase. For instance, if original payment was made by PayPal/credit card, we will issue a refund to the same PayPal/credit card account. All refunds will be processed within 7 days of receipt of the goods if they are approved for this action.

Standard Warranty/Guarantee Terms

For all masks a period of 3 months from the date of invoice shall apply. Items will become void from the guarantee period if they are not used in the manner they were intended, or if upon inspection and examination it seems apparent that the item has been mistreated/misused, ill-maintained, abused, used excessively, modified, upgraded (including changes from the manufacturers original specification) in any way by someone other than a Sykes Masks UK technician.

In all cases a copy of your proof of purchase must be provided in order to qualify for any warranty or under-guarantee repair.
For all of our customers please note that in all instances Sykes Masks UK shall not be liable for incidental or consequential damages or expenses including but not limited to lost profits or other economic or commercial losses.

This warranty does not affect your statutory rights.