Terms & Conditions

FAULTS & FAILURES 

There is a major failure with a product when: you would not have purchased it had you known about the problem/it is significantly different from the description/sample or demonstration you were shown/it is substantially unfit for its normal purpose/it is unsafe.
For purchases with major failures you may reject the goods and get a refund or an identical replacement.
Minor failures include small problems with products that do not fit into the major failure categories, for example, loose threads on clothing.

https://www.accc.gov.au/consumers/consumer-rights-guarantees/repair-replace-refund


CHANGE OF MIND RETURNS

In accordance with Australian Consumer Law, we are not required to offer you a refund for sizing, fit, change of mind, or returns. For example, the consumer guarantees do not apply if you got what you asked for but simply changed your mind, found it cheaper somewhere else, decided you did not like the purchase or had no use for it.
When you have a major problem with a product, you have the right to ask for your choice of a replacement, store credit, or refund.  

If we have misrepresented the product or provided an incorrect description, you have the right to ask for your choice of a replacement product, a store credit, or refund.


PURCHASES & PAYMENT

Customers must provide THE MASK LIFE with complete and accurate details when making purchases. THE MASK LIFE is not liable if we are given an incorrect delivery address at the time of purchase or returned goods. Any additional expenses in correcting the order are the responsibility of the customer.  

All of our prices are in AUD, THE MASK LIFE is not responsible for varying currency conversion rates charged by customers’ banks.

Customers will receive an invoice confirming the order once THE MASK LIFE receives payment either through Credit Card or PayPal.

Payment or debiting of your credit/debit card will be completed when you accept to complete the transaction at checkout. THE MASK LIFE uses the Shopify Payments Gateway for all online credit card transactions. Shopify Payments is a PCI-DSS Certified Gateway. Your credit card number cannot be viewed by THE MASK LIFE or any third party.

We take a firm stance against credit card fraud. If your transaction is flagged in our system (suspected fraud), we will check your order by phoning you on the given number or email to ensure that the purchase has been made by the credit card holder. If we find anyone trying to use another person's details, THE MASK LIFE will report all transaction information to the Australian Federal Police and banking authorities.


PROMOTIONS & DISCOUNTS

Promotional sales may exclude selected styles and the purchase of e-vouchers. All styles will be marked down if included in a promotion unless a discount code is required, in which case the final price will display once the code has been entered correctly at checkout. Only one discount code can be applied to an order. Discount codes must be entered at checkout and cannot be redeemed after this point. The Mask Life reserves the right to change or end a promotion at any time without notice.


ORDER PROCESSING

Orders are processed on business days (Monday through Friday) excluding public holidays in New South Wales, Australia.

Customers will be provided with tracking numbers once orders are shipped out. For shipping times & costs, please see our SHIPPING INFORMATION page.


CANCELLATION

After placing an order you will receive an email receipt confirming the details of your purchase. This email receipt does not comprise a contract.

Orders may be cancelled at any time due to an inability to authorize a payment, insufficient stock, suspicion of fraudulent intent or any other reason deemed appropriate by THE MASK LIFE. In addition, THE MASK LIFE reserves the right to decline or cancel any such orders.


CUSTOMS CHARGES

Customers can be charged for buying & importing product into their country. THE MASK LIFE does not take responsibility of any customs or import fees that may occur once the parcel reaches its destination country, the recipient must cover these changes. Please note THE MASK LIFE does not collect or handle any tax charges or fees. If you have any queries regarding tax you may have been charged, please contact DHL Express & your local customs office.

Unfortunately, we have no control over these charges, and cannot tell you how much these would be, as these fees vary widely from country to country. We recommend contacting your local customs office prior to ordering ANYTHING online, so you are not surprised by any unexpected charges.