Returns & Refunds Policy

S.M.LAB serves as an uncompromising guarantor of the hygiene and safety of its products. We strictly adhere to international sanitary control protocols to ensure that every client receives a brand-new product of impeccable quality.

The S.M.LAB Gold Standard:

All our masks and simulators are delivered in hermetically sealed packaging. We maintain a strict policy against testing finished products on humans. Final fit and mimicry checks are conducted exclusively on specialized hygienic mannequins. This guarantees zero contact with skin, sweat, or the microflora of any third parties before the product reaches its final owner.

1. Why are returns limited?

According to international sanitary norms, products that come into direct contact with the face and mucous membranes (which include silicone masks) are categorized as personal hygiene items. We do not have the right to resell such goods once the packaging has been opened. It is our duty to our clients to ensure 100% sterility for every order.

2. Conditions for Ready-to-Ship Models

Returns are only possible for basic stock models without customization, provided the primary requirement is met:

  • Unopened Condition: The integrity of the hermetic packaging and factory seals must be completely intact.
  • The return request is submitted immediately upon receipt at the pick-up point or during courier delivery.
  • The commercial appearance of the packaging is fully preserved.

If the packaging has been opened, a return becomes impossible regardless of whether the product was tried on or not.

3. Custom & Bespoke Orders

Products manufactured according to individual specifications or with customizations (Add-ons, custom skin tones, hair punching) are **non-returnable and non-refundable**. The resources, materials, and unique labor of our specialists invested in creating your personalized character are non-recoverable assets.

4. Manufacturing Defects & Incorrect Orders

We meticulously inspect every item; however, should a defect be discovered, we are prepared to resolve the issue:

  • Even in the presence of a defect, the product must not have been worn. Trying the item on voids the possibility of a return due to hygiene reasons.
  • The client is responsible for shipping the item back to the laboratory for professional diagnosis.
  • Our experts will conduct an examination. If a manufacturing defect is confirmed, we will proceed with a repair, replacement, or refund.

As a side note, these regulations also allow us to prevent cases of “wardrobing” or fraudulent use (e.g., purchasing a mask for a single video recording, a party, or a Halloween event with a subsequent attempt to return it). We value integrity and professionalism and expect the same from our clients.

Individual Approach

We maintain loyalty toward our clients and review every situation individually. In the event of disputes or substantial defects, we always strive to find a compromise that is fair to both parties while upholding the high safety standards of S.M.LAB.