Refund policy
Last updated: 7 October 2026
Lights up or we replace it
If your mask arrives faulty, damaged or in the wrong colour, we replace it for free or refund you in full. You choose. You don't have to send it back. Please recycle a faulty mask at an electrical recycling point.
A mask is faulty when the EL wire or the controller doesn't light up with fresh batteries. A different colour from the one you ordered counts as wrong. A colour that looks slightly different from the photo on your screen doesn't.
To claim:
- Fit fresh 2x AA batteries and press the button on the controller.
- If it still doesn't light, film a short video that shows the batteries going in and the button being pressed. For damage or a wrong colour, send photos of the mask and the parcel instead. A link is fine.
- Email the video or photos and your order number to sales@deadbright.com within 30 days of delivery.
We reply within 2 working days. A replacement is sent on the same terms as your original order. Refunds go back to your original payment method within 5 working days of us agreeing to refund. After 30 days your legal rights still apply.
Changed your mind? (Ireland, EU and UK)
You can withdraw from your order within 14 days of receiving the mask, without giving a reason. This is your legal right. Use the Withdraw from contract link in the footer, or email sales@deadbright.com. We reply within 2 working days with the return address. Post the mask back within 14 days of telling us and keep your proof of postage. You pay the postage to send it back.
We refund the price you paid, including standard delivery (free here), within 14 days of getting the mask back or of you showing proof of postage, whichever is earlier. The mask should come back as you received it. You can fit batteries and try it on to check it works. If it comes back damaged or used beyond that, we may reduce your refund for the loss in value.
Changed your mind? (United States and Australia)
We do not accept change-of-mind returns. Faulty, damaged, wrong-colour and lost orders are covered as above.
If your parcel hasn't arrived
Delivery estimates are in the shipping policy. If your order hasn't arrived 30 days after you placed it, email us and we will send a replacement or refund you in full, your choice. If tracking says delivered and you don't have it, tell us within 14 days and we will trace it with the carrier.
Bundles and discount codes
If you return some of the masks from a Duo or Squad order, we refund what you paid for those masks: the discounted price per mask on your order. If you used a discount code, the refund is the amount you actually paid for the returned masks.
Your legal rights
Nothing in this policy limits your rights under consumer law. For customers in Australia: our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.