REFUND POLICY

Returns

Our policy lasts 90 days from the date you receive your order, but we do offer a 15 day grace period which increases the return window to 105 days total. If 105 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

**Note:

If your order came from our warehouse in California or Texas, please be advised that if you send the package back to them, it will not be processed. All returns MUST come back to our Melville NY address to be processed. If you fail to send them here you will forfeit your items and refund

Refunds (if applicable)

Once your return is received and inspected, we will process a refund for all unopened and undamaged items, if you send back damaged items they will not be returned to you and they will not be eligible for a refund

We do not refund shipping and/or handling fees. If you just paid shipping there will be no refund regardless of if you returned the item as the shipping cost was already exhausted when it was sent to you.

Subscription:

Subscriptions can be canceled at any time, simply reply to any order email or email us directly at help@soteriamasks.com. Upon enrollment in our subscription you will be shipped your first order at no cost to you. In 10 days your subscription will begin and we will charge your card and ship a new order upon a successful charge to your payment on file. You may cancel at any time, or do nothing and receive shipments each month from us for the monthly charge of $59.95. Each month we will send a reminder email about your upcoming monthly renewal prior to billing

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@soteriamasks.com

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@soteriamasks.com and send your item to:

Attn: Returns
534 Broadhollow Rd
Suite 305
Melville NY 11747
United States

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping

To return your product, you MUST mail your product to:

Attn: Returns
534 Broadhollow Rd
Suite 305
Melville NY 11747
United States

Please include your name and email your order was placed under so we can locate your account to refund

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

Orders Returned For Bad Address

It is your responsibility to ensure you enter a valid postal address for us to mail your order to. The ultimate responsibility is on you to ensure you enter a valid address including apt or suite or box number so your USPS letter carrier can properly deliver it.

If your item is returned for bad address/undeliverable as addressed/or unable to forward your item will be returned to our stock, and your order will be assessed a return restocking fee of 15% of your order, with a minimum restocking fee of $8 to a maximum fee of $25 and refunded for the difference of act you paid minus the restocking fee. In cases where only shipping was paid there will be no refund due.

If you purchased a free item but paid the S/H fee you will be required to reorder and enter a correct address to have your order reshipped to you

Orders Refused and Marked Return To Sender.

All returns are to be sent to our Melville address above. If your item is marked return to sender and comes back to an address other than the Melville address a refund will not be processed.

In cases where only shipping was paid there will be no refund due.

If you purchased a free item but paid the S/H fee you will be required to reorder and enter a correct address to have your order reshipped to you.