Last updated: September 16, 2026
We want customers to understand clearly how returns, cancellations, damaged orders, and refunds are handled. This policy includes our voluntary 30-day return policy as well as additional statutory rights that may apply depending on where you live.
Nothing in this policy limits any mandatory consumer rights that cannot legally be excluded or restricted.
Unless a different rule is stated below or required by applicable law, you may request a return within 30 days after your order is delivered.
To qualify under our voluntary 30-day return policy, the item should be unused, unworn, undamaged, complete, and returned with its original packaging, accessories, manuals, labels, and other components supplied with the product.
Items that show signs of use, contamination, damage, alteration, missing components, or handling beyond what is reasonably necessary to inspect the item may be refused under our voluntary return policy or may receive a reduced refund where permitted by law.
Our voluntary 30-day policy is separate from any mandatory statutory rights you may have.
The easiest way to submit an eligible return or cancellation request is through your CBRN Masks Customer Account. Sign in using the email address associated with your order.
You may also contact us at office@cbrnmasks.com. Please include your order number and enough information for us to identify the order.
For voluntary returns, please wait for our return instructions before sending the product. This helps ensure that the parcel is sent to the correct return location and can be identified when received.
Requiring return instructions for our voluntary return process does not restrict a statutory right to cancel or withdraw from a contract where applicable law permits you to exercise that right simply by notifying us.
If an item has not yet shipped, you may submit a cancellation request through your CBRN Masks Customer Account or contact us by email.
A cancellation request does not automatically guarantee that the order can be stopped. Orders may enter packing, fulfillment, export processing, or carrier handling quickly. If the order has already shipped or can no longer reasonably be stopped, it may need to be handled as a return instead.
Mandatory cancellation or withdrawal rights that apply under local law are not limited by this section.
Please inspect your order as soon as reasonably possible after delivery.
If an item arrives damaged, defective, materially different from what you ordered, or with missing components, contact us as soon as possible at office@cbrnmasks.com.
Where possible, please contact us within 48 hours of delivery and include photographs or video showing the condition of the parcel, shipping label, product, and damage or issue. This helps us investigate the matter with the carrier or supplier.
The 48-hour request is an administrative request intended to help us investigate quickly. It does not remove or shorten any mandatory legal rights relating to defective, damaged, non-conforming, or incorrectly supplied goods.
The following may be excluded from our voluntary return policy where permitted by law:
We do not treat every respirator, mask, filter, hood, PAPR, or protective product as automatically exempt from statutory return rights merely because it relates to respiratory protection. Any statutory health or hygiene exception will be applied only where the specific product and circumstances legally qualify.
For a voluntary return based on change of mind, ordering the wrong product, or another reason not caused by an error on our part, the customer is generally responsible for the direct cost of return shipping unless we agree otherwise or applicable law requires otherwise.
If we confirm that the product was supplied incorrectly, arrived defective, or arrived damaged due to circumstances for which we are legally responsible, we will provide appropriate instructions and will handle reasonable return costs as required by applicable law.
Customers are responsible for packaging returns securely. We strongly recommend using a tracked shipping service and retaining proof of shipment.
After a returned item is received and inspected, we will notify you of the outcome.
If the return is approved, the refund will normally be issued to the original payment method unless another method is agreed or required by law.
Banks, card issuers, payment processors, or other payment providers may require additional processing time after we issue the refund.
Our normal commercial goal is to process an approved refund promptly and generally within 10 business days after approval. Where applicable law requires a shorter or specific deadline, that legal deadline applies.
If you are a consumer in the European Union or European Economic Area and the statutory right of withdrawal applies to your purchase, you generally have the right to withdraw from an eligible distance contract without giving a reason within 14 days.
For a normal sale of goods, the withdrawal period generally expires 14 days after the day on which you, or a person designated by you other than the carrier, takes physical possession of the goods. Special timing rules can apply to orders delivered in multiple shipments or pieces.
You may communicate your decision to withdraw by a clear statement. You may contact us at office@cbrnmasks.com.
For online orders, you may also use the return or cancellation functionality available through your CBRN Masks Customer Account where the relevant order is available for that function.
After exercising an applicable statutory withdrawal right, you must normally send the goods back without undue delay and no later than 14 days after communicating your decision to withdraw.
Unless we have agreed to pay the return cost or applicable law requires us to do so, you are responsible for the direct cost of returning the goods.
Where the statutory withdrawal right applies, we will reimburse the payments required by applicable law, including the cost of the least expensive standard delivery method offered for the order. Additional delivery costs resulting from your choice of a more expensive delivery option do not have to be reimbursed where the law permits.
We may withhold reimbursement until we have received the goods back or until you provide evidence that the goods were sent back, whichever occurs first, where permitted by applicable law.
You may be responsible for diminished value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods, where permitted by law.
Certain statutory exceptions can apply. For example, a right of withdrawal can cease for sealed goods that are genuinely unsuitable for return due to health-protection or hygiene reasons after the qualifying seal has been opened. We apply such exceptions only where the specific legal requirements are satisfied.
If you wish to withdraw from an eligible contract, you may use the following wording, although use of this wording is not mandatory:
To: CBRN Masks / David Magen Consulting & Online Commerce
Email: office@cbrnmasks.com
I hereby give notice that I withdraw from my contract for the sale of the following goods:
Order number:
Products:
Ordered on / received on:
Customer name:
Customer address:
Date:
If you are a UK consumer and the Consumer Contracts Regulations or other mandatory UK consumer law applies to your purchase, you may have a statutory right to cancel an eligible distance contract within the applicable cancellation period, generally 14 days after receiving the goods for a standard goods contract.
You may notify us by a clear statement at office@cbrnmasks.com or use your CBRN Masks Customer Account where the relevant functionality is available.
Applicable UK rules concerning return costs, reimbursement, diminished value, delivery costs, and statutory exceptions remain unaffected by our voluntary return policy.
If a purchase is completed through a third-party marketplace, shopping assistant, AI-powered shopping service, agentic commerce platform, or another external sales channel, the channel may provide additional return or cancellation functionality.
Our policies continue to apply to the extent applicable, but mandatory channel rules and applicable consumer law may also govern the transaction.
CBRN Masks
David Magen Consulting & Online Commerce, doing business as CBRN Masks
Shmuel Schlossberg Street 1, #33
3584001 Haifa, Israel
Phone: +972 54-626-6747
Email:
office@cbrnmasks.com
For information concerning shipping, tracking, customs, and delivery, please review our Shipping Policy.
