Refund policy

Kind Mask | Return & Refund Policy

By completing a purchase on our website, you acknowledge and agree to the terms outlined below:

1. Final Sale & Hygiene Policy

Except where another remedy is required under applicable consumer protection laws, all sales are final. Due to the sensitive and hygienic nature of Personal Protective Equipment (PPE) and personal health products, we do not accept returns or exchanges for any reason, including change of mind, incorrect product selection, or color preference.

2. No Cancellations or Order Edits

Our orders are transmitted to our fulfillment partner immediately to ensure rapid processing.

Immediate Processing: Orders cannot be cancelled, edited, or modified once placed, regardless of whether the order has physically shipped yet.
Address Accuracy: Customers are responsible for providing a complete and accurate shipping address. Delivery issues resulting from an incorrect or incomplete address provided at checkout are not eligible for replacement or refund. If a parcel is marked “Delivered” but is missing or stolen, we may review available carrier delivery data and determine any outcome at our sole discretion.

3. Reporting Issues (3-Day Claims Window)

Any discrepancy with the items received, including defects or errors, must be reported to hello@planetofkind.com within three (3) days of the carrier delivery scan. Issues reported outside of this timeframe may be denied and may limit our ability to provide a resolution.

Your email must include:

Your Order Number.
A clear photo of the Packing Slip included in your package.
Clear photo or video evidence of the product and the specific issue.
Subject Line: Please use "DEFECTIVE PRODUCT" or "WRONG ITEM(S)" to ensure priority handling.

4. Defective or Wrong Items (Resolution)

All claims are reviewed on a case-by-case basis. Kind Mask will determine the appropriate resolution at its sole discretion.

Defective Items: Once verified, we may issue a replacement or refund. If a replacement is issued, it will be shipped via the same shipping method chosen at checkout at no additional cost to you.
Wrong Items Received: If we shipped an incorrect item, we will verify the issue using the information provided and determine the appropriate resolution at our sole discretion, which may include replacement, refund, store credit, or denial if the issue cannot be verified.
Customer Error: We do not facilitate exchanges or refunds if the wrong items are purchased by mistake by the customer.

5. Shipping, Delays, and Holds

Carrier Issues: Kind Mask is not responsible for delays, service interruptions, or packages held at a postal facility caused by the shipping provider.
Status Determination: We cannot move forward with a claim until the final status of the parcel has been determined by the shipping partner.
Customer Responsibility: If a parcel is held for pickup, you are responsible for retrieving it within the carrier's timeframe. If you fail to do so, Kind Mask does not issue refunds or credits.

6. Discount Codes & Sale Pricing

Retroactive Discounts: Discount codes must be applied at checkout. We do not apply codes once an order has been placed. If you missed a code, please apply it to your next order.
No Stacking: Only one discount code can be applied per order.
Sale Pricing: Sale prices are valid only during the stated promotional period. Prices will not be honored or retroactively adjusted once a sale has ended.

7. Product Disclaimers

Color Disclaimer: Due to device screen settings, lighting, and digital photography limitations, we cannot guarantee an exact color match. Screen images are intended as a guide and should not be regarded as absolutely correct.
Expiry: All face masks ship with a minimum of six (6) months remaining shelf life from the order date. Expiry concerns must be reported within three (3) days of delivery.