Returns & refunds

Last updated: 29 September 2026

We want you to love your mask. This policy explains how returns, exchanges and refunds work, and it applies together with our Terms of Service.

1. 14-day right of withdrawal

If you are a consumer, you can return any product within 14 calendar days of the day you (or a person you designate) receive it, without giving a reason. To exercise this right, email us at hello@grampsmask.store within that period with your order number and the items you want to return. You may use the model withdrawal form at the end of this page, but it is not mandatory.

2. Hygiene exception

Masks are worn directly on the face and mouth. For hygiene reasons, a mask that was delivered in a sealed bag and has been unsealed after delivery cannot be returned under the right of withdrawal (Article 103(e) of the Spanish General Consumer Act), unless it is defective. Unopened masks can always be returned within 14 days. If you open the bag to check the product, keep it unworn, unwashed and with all tags and packaging so that the return can be assessed; we may deduct from the refund any loss in value caused by handling beyond what is necessary to inspect the product.

3. How to return

1. Email hello@grampsmask.store within 14 days of delivery with your order number, the items and (optionally) the reason.
2. We will reply within 48 hours (business days) with the return address and instructions. Do not send anything back before receiving them, and never return items to the sender address printed on the parcel: parcels sent to the wrong address cannot be refunded.
3. Ship the items back within 14 days of notifying us, in their original packaging, using a tracked service, and keep the tracking receipt as proof of return. Return shipping costs are paid by the customer unless the product is defective or we sent the wrong item.

4. Refunds

Once we receive the items, or you provide proof of having sent them (whichever comes first), we will refund all payments received, including the standard delivery cost, within 14 days, using the same payment method you used. We may withhold the refund until we receive the goods or the proof of return. If you chose a more expensive delivery method than our standard option, the extra cost is not refunded. If a pack discount was applied and you return only part of the order, the refund reflects the discounted price actually paid for each item and the discount may be recalculated for the items you keep. Bank and card processing times (usually 3 to 10 business days) are outside our control.

5. Exchanges

We do not process direct exchanges. Return the item as described above and place a new order for the design you want.

6. Defective, damaged or wrong items

If your item arrives damaged, defective or is not what you ordered, email us within 48 hours of delivery with your order number and clear photos of the item, the print and the packaging (including the shipping label). We will send a replacement or a full refund, and we cover the return costs if we ask you to send the item back. This does not limit your 3-year legal guarantee of conformity. Claims without photos, or for damage caused by misuse, accidents or improper washing, cannot be accepted.

7. Lost, delayed or delivered-but-not-received parcels

If tracking has not moved for 15 business days, or the parcel has not arrived within 30 days of dispatch, contact us and we will open an investigation with the carrier; if the parcel is confirmed lost we will send a replacement or refund you in full. If tracking shows the parcel as delivered but you cannot find it, first check with household members, neighbours, the building reception and the carrier's local office, then contact us within 7 days of the delivery scan. We will request proof of delivery from the carrier (GPS, photo or signature) and may ask you for a signed statement of non-receipt and, for theft after delivery, a police report. A parcel delivered to the address you provided is considered delivered.

8. Undeliverable, refused and unclaimed parcels

If a parcel is returned to us because the address was incorrect or incomplete, because it was not collected from the pickup point, or because you refused it (including refusing to pay customs duties), we will offer to re-ship it at your cost or refund the product price minus the return and handling costs actually incurred.

9. Fraud and abuse

We keep a record of returns and claims. Repeated returns of worn items, empty-box claims, false non-receipt claims or payment disputes filed without contacting us first are investigated, contested with all available evidence (order, device, fraud-screening and carrier data) and may lead to refusal of future orders and reporting to payment providers and the authorities.

10. Model withdrawal form

To: Gramps Mask, Carrer de Ganduxer 118, 2º 1ª, 08022 Barcelona, Spain – hello@grampsmask.store
I hereby give notice that I withdraw from my contract of sale of the following goods: ____
Ordered on / received on: ____
Name: ____
Address: ____
Order number: ____
Date: ____