Refund policy

Last updated: June 26, 2026

PersonaLabFX is operated by Venturo Global Limited. We want you to be satisfied with your purchase. Please review this policy carefully before placing an order.

30-Day Return Policy

You may request a return within 30 calendar days of the date your order is delivered.

To qualify for a return, the item must be:

Unused and unworn;
Unwashed and unaltered;
Free from odors, makeup, hair, stains, damage, or other signs of use;
Returned with all original packaging, accessories, tags, and inserts; and
Accompanied by valid proof of purchase.

Opening the product packaging does not automatically make an item ineligible for return, provided that the product has not been worn or used and otherwise meets all return conditions.

Hygiene Restrictions

Because our masks are worn directly on or close to the face, any mask that has been worn or used cannot be returned for a change of mind due to hygiene and safety considerations.

This restriction does not affect claims involving an item that arrived damaged, defective, materially different from its description, or incorrect.

How to Request a Return

Before returning any item, contact us at:

hello@personalabfx.com

Please include:

Your full name;
Your order number;
The item you wish to return;
The reason for the return; and
Photographs or video if the item is damaged, defective, or incorrect.

Returns sent without prior authorization may be refused.

If your return is approved, we will provide the correct return address and return instructions. Do not send returns to our registered business address unless we specifically instruct you to do so, as our registered office may not be the facility handling customer returns.

Return Shipping Costs

For change-of-mind returns, the customer is responsible for all return shipping costs.

We strongly recommend using a tracked shipping service and retaining proof of shipment. PersonaLabFX is not responsible for returned packages that are lost or damaged before reaching the authorized return facility.

If you received an incorrect, damaged, or confirmed defective item, PersonaLabFX will provide an appropriate resolution and cover reasonable return shipping costs when a return is required.

Damaged, Defective, or Incorrect Items

Please inspect your order promptly after delivery.

If your item arrives damaged, defective, or incorrect, contact us at hello@personalabfx.com as soon as possible and preferably within 7 calendar days of delivery.

Include your order number and clear photographs or video showing:

The product;
The issue;
The packaging; and
The shipping label, where relevant.

After reviewing the claim, we may offer a replacement, refund, store credit, or another appropriate resolution.

Do not discard the item or its packaging until we have completed our review.

Non-Returnable Items

The following items are not eligible for change-of-mind returns:

Masks or other products that have been worn or used;
Products showing signs of wear, damage, alteration, washing, contamination, odors, makeup, or hair;
Personalized, customized, or made-to-order products, where applicable;
Gift cards; and
Products clearly marked as “Final Sale” before purchase.

Your applicable legal rights concerning defective, damaged, misdescribed, or incorrect goods are not excluded by this section.

Refund Inspection and Approval

Returned products are inspected after arrival.

If your return is approved, the refund will be issued to the original payment method. We aim to process approved refunds within 10 business days after completing the inspection.

Your bank, card issuer, or payment provider may require additional time to post the refund to your account.

If more than 15 business days have passed since we confirmed that your refund was issued, contact us at hello@personalabfx.com.

Original Shipping Charges

Original shipping charges are not refundable for change-of-mind returns.

Original shipping charges may be refunded where the entire order was incorrect, damaged, defective, or where otherwise required by applicable law.

Exchanges

We do not guarantee direct exchanges.

The fastest way to obtain a different eligible item is normally to return the original item following this policy and place a new order once the return has been approved.

If an item is damaged, defective, or incorrect, contact us before placing a replacement order.

Order Cancellations and Changes

Orders begin processing shortly after they are placed.

We do not provide a guaranteed cancellation or order-change window. You may contact us at hello@personalabfx.com as soon as possible to request a cancellation or modification.

We will try to accommodate the request if the order has not entered processing or fulfillment, but we cannot guarantee that cancellation or modification will be possible.

Once an order has been processed or shipped, it cannot be cancelled. After delivery, an eligible product may be returned in accordance with this policy.

If we are unable to ship an order within the stated shipping period, we will provide the customer with the options required by applicable law, which may include accepting a revised shipping date or cancelling the unshipped order for a full refund.

Refused and Undeliverable Packages

If a package is refused, unclaimed, or returned because the customer provided an incorrect or incomplete address, any refund may be reduced by the original shipping cost, return shipping cost, and other carrier charges incurred by us, to the extent permitted by law.

We will contact you when a returned package is received.