Return Window

We accept return requests within 7 days of the delivery date for eligible products (see eligibility below). To initiate a return, email support@themasking.com with subject line: “Return Request — Order #[Your Order Number]”.

What Can Be Returned / Refunded

• Product received is physically damaged, broken, or defective
• Incorrect product delivered (not what was ordered)
• Product is expired or within 30 days of expiry on the date of delivery
• Product packaging is tampered with or the seal is broken upon receipt
• Product is missing from the order (incomplete delivery)

What Cannot Be Returned

• Products that have been opened, used, or partially consumed (for hygiene and safety reasons)
• Products returned without their original packaging, box, or seal
• Return requests raised after 7 days from the date of delivery
• Products purchased during final clearance or liquidation sales (marked as non-returnable)
• Returns due to change of mind, dislike of fragrance/texture, or personal preference
• Damage caused by improper use or failure to follow product instructions

How to Initiate a Return – Step by Step

• Step 1: Email support@themasking.com with subject: “Return Request — Order #XXXXXX”
• Step 2: Include your full name, order number, product name, and a clear description and photos/video of the issue
• Step 3: Our support team will review your request and respond within 24–48 business hours (Mon–Sat)
• Step 4: If your return is approved, we will arrange a free reverse pickup from your delivery address
• Step 5: Once the returned item is received and inspected at our facility, we process your refund

Refund Timeline & Methods

Upon successful inspection of the returned product, your refund will be processed within 2 business days of approval. The actual credit to your account depends on your payment method:

• UPI / Net Banking / Wallets: 3–5 business days
• Debit / Credit Card: 5–7 business days (depending on your bank)
• Cash on Delivery (COD) orders: Refund via bank transfer or UPI within 5–7 business days — we will request your bank details via email
• MasKing Store Credit: If preferred, we can issue a promo code for the full refund amount, valid for 6 months on any future order

Order Damaged in Transit

If your parcel arrives visibly damaged or tampered, please: (1) Do NOT accept the delivery if the damage is severe — note the refusal reason with the courier. (2) If you have accepted it, photograph or video the sealed parcel before opening. (3) Contact us within 48 hours of delivery with your photos/video and order number. We will arrange a replacement or full refund on priority.

Exchange Policy

We currently do not offer direct product-to-product exchanges. If you receive an eligible defective/wrong product, please initiate a return for a full refund and place a fresh order for the correct item. We are working on adding a direct exchange feature soon.