Refund policy

Last updated: February 3, 2026

This Refund & Returns Policy applies to purchases made from https://www.maskura.co.uk ("Site"), operated by Maskura Limited ("we", "us", or "our").

This policy is designed to be fair, transparent, and compliant with the UK Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.

1. Your Legal Rights

Nothing in this policy affects your statutory rights under UK law.

  • You have the right to cancel most online orders within 14 days of receiving your goods (coolingoff period).

  • You are entitled to a full refund if the goods are faulty, damaged, or not as described.

2. Change of Mind Returns (Non-Faulty Items)

If you change your mind, you may return eligible items within 30 days of delivery, provided that:

  • The item is unused, unworn, and in original condition

  • All original packaging, accessories, and labels are included

  • Proof of purchase (order number or receipt) is provided

Return Costs and Fees

Where you choose to return an item, the cost of returning the item may be your responsibility, depending on the reason for the return and the circumstances of your order.

In some cases, a return postage, collection, handling, or processing fee may be charged by our supplier, fulfilment partner, warehouse, or return service provider. Where such a fee applies and we are not responsible for the return cost, the applicable fee may be passed on to you.

Where a return fee is applicable, we will inform you of the relevant charge before the return is arranged, where reasonably practicable. If you are entitled to a refund, any applicable return fee that is your responsibility may be deducted from the refund amount.

Return costs may apply, for example, where a return is requested because:

  • You have changed your mind;

  • You have selected an incorrect size or the item does not fit as expected;

  • You no longer require the item;

  • The item is unsuitable for your personal requirements or preferences;

  • You have concerns about the product's quality or suitability, but the item is not found to be faulty, damaged, incorrect, or not as described; or

  • Your order has been delayed and you no longer wish to receive the item, where the circumstances do not otherwise make us responsible for the return cost.

The actual return cost may vary depending on the product, return method, fulfilment location, supplier, and carrier. We do not apply a fixed return fee to every return.

Faulty, Damaged, Incorrect or Not as Described Items

If an item is faulty, damaged, incorrect, or not as described, please contact us as soon as possible and provide any information or photographs reasonably required to assess the issue.

Where the item is confirmed to be faulty, damaged, incorrect, or not as described, we will provide the appropriate remedy in accordance with your statutory rights under UK consumer law. Where we are responsible for the return, you will not be required to bear the applicable return cost.

Nothing in this policy affects or limits your statutory rights under applicable UK consumer law.

3. Faulty, Damaged, or Incorrect Items

If your item is faulty, damaged, or incorrect:

  • Please contact us within 48 hours of delivery with photos/videos as evidence through official WhatsApp & email.

  • We will cover return shipping costs where applicable.

  • You may choose a replacement, repair, or refund, depending on availability and your legal rights.

Refunds for faulty goods will include original delivery charges where required by law.

4. Items Not Eligible for Return

For hygiene and safety reasons, the following items cannot be returned, unless faulty:

  • Personal care, hygiene, or wellness products that have been opened or used

  • Intimate or wearable fitness items worn next to the skin

  • Customised or made-to-order products

  • Gift cards and downloadable/digital products

If a product has been used beyond this level of inspection and is no longer in a re-saleable condition, we may reduce any refund to reflect the diminished value or, where permitted by law, decline the return for hygiene or safety reasons.

These exclusions do not affect your rights if an item is faulty or not as described.

5. How to Request a Return

To start a return, please follow these steps:

  1. Send a message through Official Whatsapp: ** **+447452771809 or email us at customer.support@maskura.co.uk with your order number

  2. Briefly explain the reason for return

  3. Wait for the return authorisation and instructions

  4. Send the item to the return address provided

Returns sent without prior approval may not be accepted.

6. Order Cancellation Before Dispatch

If your order has not yet been dispatched, you may request cancellation by contacting us immediately at Official Whatsapp: ** **+447452771809 or by customer. support@maskura.co.uk.

Once an order has been dispatched, cancellation is no longer possible, and the return process will apply instead.

7. Refund Processing

Once your return is received and inspected, we will notify you of approval or rejection.

  • Approved refunds will be processed to the original payment method.

  • Refunds are typically completed within 5–7 business days after inspection

  • In all cases, refunds will be issued no later than 14 days, in line with UK law

Return Fee Deduction from Refunds

Where an applicable return fee is the customer's responsibility, the fee may be deducted from the refund amount once the return has been received and the refund has been approved.

For example, if an approved refund is £50 and an applicable return fee of £10 applies, the refund issued will be £40.

Where we are responsible for the return cost, no such return fee will be deducted from your refund.

Please note that banks and payment providers may take additional time to credit funds.

8. Exchanges

We do not offer direct exchanges. If you wish to exchange an item:

  1. Return the original item following this policy

  2. Place a new order for the replacement item

9. Late or Missing Refunds

If you have not received your refund:

  1. Check your bank account or payment provider

  2. Contact your card issuer or bank

  3. If the issue persists, contact us at Official Whatsapp: ** **+447452771809 or email customer.support@maskura.co.uk

10. Contact Information

If you have questions about this Refund & Returns Policy, please contact us:

Company Name: Maskura Group Ltd
Contact: +447452771809
Email: support@maskura.co.uk
Operating Country: United Kingdom

By placing an order on our Site, you agree to this Refund & Returns Policy.