Returns & Refunds
Mugsy is a brand of Living Nine B.V. If you are not happy with your order, we will make it right.
Our 30-day promise
You can return any order within 30 days of delivery, no reason needed. This is longer than the 14-day right of withdrawal that consumers in the EU and UK have by law, and it does not limit those rights.
Damaged, defective or wrong item
Email support@mugsymasks.com within 30 days of delivery with your order number and a photo. We send a free replacement or a full refund. You do not need to send the item back.
Changed your mind
- Email support@mugsymasks.com with your order number and the items you want to return, or use the withdrawal form below. We will reply with the return address.
- Send the items back within 14 days of telling us. The cost of return shipping is paid by you.
- Items should be unused and in their original condition. Trying a mask on to check the fit is fine. If an item comes back worn, washed or damaged, we may deduct the loss in value from your refund.
Refunds
We refund the amount you paid to your original payment method within 14 days of receiving your return request. We may wait with the refund until we have received the items back or you have shown proof that you sent them. Your bank may need a few extra days to show the refund.
Buy 2, Get 1 Free orders
If you return part of a Buy 2, Get 1 Free order, the refund is based on the price you actually paid for the returned items.
Exchanges
Want a different face? The quickest way is to place a new order and return the original under this policy.
Model withdrawal form
(Only fill in and send this form if you want to withdraw from the contract.)
To: Living Nine B.V., Arnhemseweg 2, 3817 CH Amersfoort, the Netherlands, support@mugsymasks.com
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
Ordered on (*) / received on (*):
Order number:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is sent on paper):
Date:
(*) Delete as appropriate.
Contact
Living Nine B.V.
Arnhemseweg 2, 3817 CH Amersfoort, the Netherlands
Chamber of Commerce (KvK): 81192363
VAT: NL861979345B01
Email: support@mugsymasks.com