Refunds

A mask from the gallery is refunded if it is broken: the PDF won’t open or print, pages are missing, or the pieces don’t fit together the way the guide shows. Tell us what is wrong and we refund the purchase in full.

A mask designed from your own sentence is refunded on request, no reason needed, within 14 days of purchase, if you bought it on or before [LAST DAY OF LAUNCH MONTH] (our first month). After that, a custom mask is refunded if it is broken, like a gallery mask.

Email support@maskerei.com from the address you bought with, and include your order number. It is in the unlock email, on your account page and on every page of the PDF.

We refund through Stripe, to the payment method you used. Your bank may take a few days to show it. You can also ask Link’s support, which handles payments for us.

Stripe sells the mask to you as the merchant of record (“Sold through Link”), so Stripe may also refund a purchase itself, in some cases within 60 days of the purchase, without going through us.

When a purchase is refunded or charged back, however it happens, its unlock link and the access saved in your browsers stop working, and the mask shows as refunded. The licence in our terms ends with it: please delete any copies you downloaded.

Two refunds within a year, or any chargeback, pause new purchases for that email address and account. If you think that is a mistake, write to us and a person will look at it.

If you live in the EU or the UK you normally have 14 days to withdraw from an online purchase. Because you get the files the moment you pay, the law lets you give up that right if you agree first. Before you can pay, we ask you to tick this box:

I want the files now and understand I lose the 14-day withdrawal right for digital content.

Swiss law gives no general right to withdraw from online purchases. Wherever you live, giving up the withdrawal right doesn’t take away the refunds above or your legal rights if a mask is faulty.