Refund policy

  • You have 60 days from delivery to decide, even after using the mask.
  • To start a return, contact us with your order number. Please don't send anything back until we've emailed you instructions.
  • Return shipping is on us. Your refund goes back to your original payment method within 5 business days of approval.
  • Returning part of a pack? You get back the difference between what you paid and the price of what you keep. For example, $130 for one mask from a 2-Pack.
  • The guarantee applies once per customer.

The 60-day money-back guarantee

Every SwanaLume mask comes with a 60-day money-back guarantee. You have 60 days from the date your order is delivered to decide whether it's right for you, and you can use the mask during that time. The 60 days are there so you can give the Ritual a real try first.

How to start a return

Contact us through our contact page, choose "Returns" and include your order number. We'll email you return instructions within a day, Monday to Friday, including a prepaid return label. Please don't send anything back before you have our instructions, because returns sent without them can't be matched to your order.

What needs to come back

Please return all parts: the mask, strap, controller, charging cable and storage bag, with no damage beyond normal use.

Return shipping

Return shipping is free for you. We provide the prepaid label when you request a return.

Refunds

Once your return is approved, we refund you within 5 business days, to the original payment method you used (card or PayPal). Depending on your bank or card issuer, it can take a few more days to appear on your statement.

Returning part of a pack

If you bought a 2-Pack or 3-Pack and want to keep some of the masks, we refund the difference between what you paid and the price of what you keep:

  • Returning one mask from a 2-Pack: $130 back (you keep one mask at $169).
  • Returning one mask from a 3-Pack: $100 back (you keep two masks at the 2-Pack price of $299).
  • Returning two masks from a 3-Pack: $230 back (you keep one mask at $169).

Gifts

If a mask was a gift, refunds go to the person who bought it, to the original payment method.

Once per customer

The 60-day money-back guarantee applies once per customer.

Something arrived damaged or isn't working?

Contact us with your order number and we'll sort it out. Faults that come from how the mask was made are also covered by our Limited Warranty.

Questions

Write to support@swanalume.com. A real person answers within a day, Monday to Friday.