Refund policy

This translation is provided for your convenience. In the event of any discrepancy, the Spanish version shall prevail.

Last updated: October 2026

30 days to change your mind

You have 30 calendar days from receiving your order to return it, no questions asked. That's more than double the 14-day legal period.

Christmas: until 31 January

If you buy between 1 November and 31 December, you can return your order until the following 31 January. Perfect for gifting with peace of mind.

Free return postage

We'll send you a shipping label so your return costs you nothing.

For hygiene reasons, unused

The mask is used in direct contact with the skin of your face. That's why it travels with a hygiene seal, and we can only accept a return if it arrives unused with the seal intact, complete, with all its accessories and in its original packaging. That way, every customer receives a mask that no one has used before.

Once the seal has been broken, the mask cannot be returned for a change of mind, in accordance with Article 103(e) of the consolidated text of the Spanish General Law for the Protection of Consumers and Users. This does not affect the warranty: if it has any fault, we'll repair it, replace it or refund you.

If you notice a reaction during the sensitivity test

Before first use, the manual explains how to do a sensitivity test on a small area of skin. If you notice a reaction, stop using it and write to us: we'll take it back even if the seal has been broken, with a full refund.

How to return

  1. Request a return from your account on fretacare.com or write to us at hola@fretacare.com with your order number.
  2. We'll send you the return label and the steps.
  3. Send the product within 14 days of telling us about your return.

Refund

  • Within the first 14 days of delivery: we refund the amount paid, including the original delivery charge (if you chose express, the equivalent of standard delivery).
  • From day 15 to the end of the return period: we refund the price of the product; any delivery charges you paid are not refunded.
  • We refund to the same payment method within a maximum of 14 days of you telling us about the return, once we have received and checked the product or the proof of postage.

Faulty or incorrect product

If it arrives damaged, stops working or isn't what you ordered, send us a photo or video and we'll sort it out at no cost, even if the seal has been broken: repair, replacement or refund, under the legal guarantee.

Cancelling before shipping

If your order is a pre-order and hasn't shipped yet, you can cancel it whenever you like for a full refund.