Refund policy
30-day returns
You can ask for a return within 30 days of delivery.
What we can take back
These are face masks, so for hygiene reasons we can only accept masks that are unworn, unwashed and in their original packaging.
How to start a return
- Email support@blockhead.shop or use our Contact page. Include your order number and the mask you want to return.
- We reply within 1 business day with the return address and instructions.
- Send the item back with tracking and share the tracking number with us.
Please contact us before you send anything back. We can't match unannounced returns to an order.
Who pays return shipping
If a mask arrived damaged, faulty or not what you ordered, we cover return shipping and refund you in full, including the original shipping. For every other approved return, you pay the return postage and the original shipping charge isn't refunded.
Refunds
Once your return arrives and we've checked it, we email you the outcome. Approved refunds go back to your original payment method within 5–10 business days. How fast it shows on your statement depends on your bank.
Exchanges
We don't do direct exchanges. Return the original for a refund and place a new order, so the new mask ships right away.
Damaged, faulty or wrong items
Email us within 7 days of delivery with a photo of the item and the packaging. In most cases we send a replacement or refund you in full without asking for the item back.
Discounted orders
If you return one mask from an order that got the 2-mask discount, we refund what you actually paid for that mask after the discount.