Returns and Refunds

Due to safety reasons and to protect the integrity of our masks, return requests that are not due to RespaGuard errors or damages are assessed on case by case, it is at the discretion of our staff to asses and approve whether it is safe to accept the packages being returned at which point will most likely be destroyed upon receipt, however it must first pass the refund policy. 

Returns relating to commercial customers and retailers that are not due to Respaguard errors or damages are assessed by our staff at their discretion to approve and to ensure the integrity and safety of the packages being returned. 

Returns relating to RespaGuard errors or damages, please refer to the refund policy further down on the page. 

For further information, you can contact us at If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Damages and issues 
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Refunds are acceptable in the following conditions: 

1. RespaGuard error - Damaged goods. (Excluded damages that occur once goods have been collected by the courier) 

2. RespaGuard error - Delayed dispatching of goods, exceeding 4 business days (and the goods have not been dispatched/consigned yet). 

3. Customer request - If the order has not been dispatched or consigned. 

4. Others reason - At the discretion of our staff.

If returns are approved, we will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Please note returns that are not related to RespaGuard errors or damaged goods prior to transport the returned freight cost is not covered by RespaGuard unless advised otherwise.