Refund policy
Refund policy
30-day full-refund returns
You have 30 days from the date you receive your order to return it for a full refund, no questions. This is longer than the statutory minimum (14 days under UK Consumer Contracts Regulations 2013 and the EU Consumer Rights Directive).
How to return
- Email hello@queenray.com with your order number.
- We send a pre-paid return label within 24 hours.
- Pack the mask and remote in the original box if you have it (any reasonable packaging is fine).
- Drop at any UPS or DPD access point.
Refund timing
We refund within 5 working days of receiving the returned mask. The refund goes back to your original payment method.
Condition of returned goods
Under the UK Consumer Contracts Regulations 2013 and EU Consumer Rights Directive, you are entitled to handle the goods as you would if inspecting them in a shop. This means you can use the mask to form an opinion. If the mask shows use beyond what is needed to assess its condition, we may reduce the refund by an amount proportionate to the diminished value. But in practice we rarely do this, because the mask is a skincare device you need to actually use to evaluate.
Damaged or faulty goods
If the mask arrives damaged or develops a fault within 12 months, contact us immediately. UK customers have statutory rights under the Consumer Rights Act 2015; EU customers have rights under the Consumer Rights Directive. We will repair, replace, or refund in line with those rights, whichever you prefer. In practice, we usually just replace it.
Exchanges
Want to swap between Face-only and Face + Neck variants? Email us. We send the new one and a return label for the old one in one shipment. No two-step hassle.
Hygiene note
The mask is designed for home use and is easy to wipe clean between uses. Returns are assessed for hygiene. Minor wear from trial use is expected and fine. Masks that come back heavily soiled may not be refundable.
Contact
hello@queenray.com. Replies within one working day.
