FAQ

Who can use Neutrovis Medical Face Masks?

For adult use, except for those with heart and lung health issues. Those with allergies to non-woven fabrics are advised to use it with caution.

Can it be reused?

The medical face mask is disposable and cannot be reused. It is recommended that the user changes the mask every 4 hours. When removing the mask, fold and dispose of it appropriately, and wash your hands immediately.

Can I spray Neutrovis Medical Face Masks with alcohol or sanitisers?

No. Alcohol and sanitisers damage the quality and effectiveness of the melt blown filter fabric.

What do I need to know when using Neutrovis Medical Face Masks?

Do not use the mask if the inner packaging or the box is damaged. Use it as soon as the box is opened.

Are the masks medical certified?

Yes, all our masks are medical grade, CE certified and MDA (Medical Device Authority) approved.

What is the difference between the Premium and regular Basic face masks?

The Premium medical face mask is made of ultra-gentle earloops, and extra soft premium non-woven material that helps to reduce skin irritation from longwear, thus is perfect for those with sensitive skin.

What is the size of the Adult face mask?

The Neutrovis adult face mask size is 175mm x 95mm.

What is the size of the Kids face mask?

The Neutrovis kids face mask size is 145mm x 99mm.

What is the size of the KF94 Adult face respirator?

The Neutrovis KF94 adult face respirator size is 200mm x 82mm.

What do I do if I suspect that the face mask that I have purchased is not a genuine Neutrovis face mask?

You can visit our Facebook page where we have a series of photos and videos teaching you how to identify authentic and non-genuine Neutrovis face masks.

For some series, we have put a QR Code Sticker on our packaging as well, which only authentic Neutrovisu products have. Currently this only applies to Premium 4-ply Masks such as Premium Black, Denim Blue, Hunter Green.

Should you find that the Neutrovis product that you have purchased is fake, kindly help us to fill in the below form so that we can proceed to the next step and investigate further:

https://bit.ly/reportfakestuff

What do I do if I find a product defect on the Neutrovis product that I have purchased?

If you have purchased the product from any of our authorised retailers, you can show the product defect to them, then return the product in exchange for a new one.

If you have purchased the product from our official website, please report this defect and we will get back to you on how we can exchange the product for you.

Whom do I contact should I want to enquire about becoming a Neutrovis wholesaler/agent?

Kindly help us to fill in the form below for wholesales and we will get back to you as soon as we can:

http://bit.ly/neutroviswholesale

What do I do if I have an issue with my order?

Firstly, we would like to apologize for the issue you have faced in your order. Kindly fill up the details here http://bit.ly/neutroviscares so we can proceed to correct the issue immediately.

What do I do if I want to ask for a refund?

Kindly fill in the form on this link below for us to process your refund https://bit.ly/neutrovisrefund. Please allow us at least 2 weeks to a month for us to process this request as we only process refunds every 15th and 30th of the month.

How can I tell that the Neutrovis face mask that I have purchased is genuine?

Please look out for the below features that distinctly differentiates our product from a fake product:

The bottom of the box is white
Folds on the inside is white

We have posted a series of photos and videos on our Facebook pages which you can refer to as well.

Where can I buy Neutrovis Medical Face Masks?

You can buy your authentic Neutrovis Medical face mask from our website or any of the following authorised retailers in the country.

FAQ

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