Returns & Refunds

We want you to be happy with your mask. If something is not right, here is how returns and refunds work.

Return window

You can request a return within [30 days] of delivery.

Conditions

• The mask, controller and all accessories must be returned complete.
• Items should be clean and in the original packaging where possible.
• For hygiene reasons, we may refuse returns of items that are visibly used or damaged by the customer.

How to start a return

• Email [email protected] with your order number and the reason for the return.
• We will reply with the return address and instructions. Please do not send items back without contacting us first; parcels sent without a return request may not be accepted.
• Return shipping is paid by [the customer / Rosalux], unless the item arrived damaged or faulty.

Damaged or faulty items

If your mask arrives damaged or stops working, email us within [7 days] of delivery with a photo or short video. We will send a replacement or refund you in full, and you will not pay for return shipping.

Refunds

Once we receive and check your return, we refund the original payment method, including PayPal, within [5–10 business days]. Your bank or PayPal may need a few extra days to show it.

Exchanges

We sell one model, so exchanges are for replacing a faulty unit with the same product.