KN95 Face Mask

Products may be returned to PPE HQ if:

1. We make an error in delivery.
2. You receive damaged or faulty products.
3. The product is subject to a recall.
4. You make an order in error (in limited cases.) Please see the section below.

All returned products must be in the original packaging, unopened and unused. If the product has been opened, we can unable to accept any returns unless the item is faulty.

Due to the nature of personal protective equipment (PPE), for orders placed in error the following products cannot be returned once you have received them:

• Face masks
• Face shields
• Safety goggles
• Disposable gloves
• Disposable aprons and coveralls
• Hand sanitiser

Sales on the above items are final, so please make sure that you check that the order is correct before placing it. 

If the item you have received is damaged or faulty, you have 14 days from the time you received the item to contact us to say that you wish to return the item. You may be asked to provide additional information before the return is accepted. Once the return has been accepted and logged, you have a further 14 days to send the item back to us.

If you receive an order you no longer want or have ordered in error, you will be entitled to request a return, unless it comes under the ‘what products cannot be returned’ section above.

Please see the below section for ‘how do I notify you of a return?’

In order to request a return, you must visit our returns page.

You will need to fill out the returns form, which includes:

• Your name, address, email and telephone number
• Your order ID number
• Your order date
• The product and reason for return

Once you have told us that you wish to return an item, you may be asked to provide further information of why you want to return it.

If you have reported that the item is incorrect, damaged or faulty, you will be asked to provide picture evidence of the problem. If you have ordered the item in error, you may be asked to provide additional information in order for us to consider the return.

Once a decision has been made on the return, you will be notified via email. For successfully accepted returns, we will provide you with a return ID number and a form to include with your return. Is it essential that this form is included with the return otherwise we cannot guarantee that your return will be processed.

For items that have been either sent out in error, or are damaged or faulty, PPE HQ will be responsible for the cost of the return postage.

For items that have been ordered in error or are no longer wanted, the buyer is responsible for the return postage. You must make sure that the parcel is tracked and that the consignment number is sent to us prior to delivery.

Once we receive the item back, it will be inspected.

If the item has been marked as damaged / faulty, the item will be checked to make sure that reports are consistent. If the inspection passes, PPE HQ will send out a replacement product as soon as possible.

If the item has been marked as sent out in error, PPE HQ will send out a replacement product as soon as possible.

For items that have either been ordered in error or no longer wanted, they will be inspected to make sure that they are unopened, are in the original packaging and have not been used. If the product passes inspection, you will be entitled to a full refund less 25% (to cover processing and restocking fees) and delivery fee. If the product is found to be either unopened, used or not in original packaging, you will not be entitled to a refund and the item will be sent back to the buyer at the buyer’s cost. If this is the case, you will be contacted via email which will explain the process of getting the goods back to you.