Return & Refund Policy

1 Return eligibility

Standard Products: you may request a return for a change of mind or an unsuitable standard size within 14 calendar days after delivery. Contact us within this period; it is not counted from your order or payment date.

For a non-quality return, the product must be:

• a Standard Product without custom colors, an added logo, or a customer-supplied design;
• unused and unworn except for reasonable inspection or trying on;
• clean and free from odors, stains, makeup, pet hair, or other signs of use;
• complete with its accessories, components, labels, and original packaging; and
• supported by proof of purchase from mascotfun.com.

Contact us for return authorization before sending anything back. Where permitted by law, we may reduce a refund to reflect loss in value caused by handling beyond reasonable inspection or trying on. Any such deduction will be explained.

2 Damaged, defective, or incorrect items

Inspect your order promptly. Contact us as soon as possible if an item arrives damaged, defective, incomplete, incorrect, or materially different from the product description or approved order. Please report visible delivery issues within 7 calendar days whenever reasonably possible. This is a prompt-reporting recommendation, not an automatic cutoff for remedies or mandatory consumer rights.

To help us review the issue, provide:

• your order number and the name used for the order;
• a description of the problem;
• clear photos or video of the item and affected area; and
• photos of the package and shipping label where relevant.

Keep the item and packaging while we review your request. For confirmed issues, we will offer an appropriate remedy such as repair, replacement, shipment of a missing part, a price adjustment, or refund. MascotFun covers reasonable return shipping when we require a return for a confirmed damaged, defective, or incorrect item.

Minor differences caused by screen settings or normal handmade tolerances are not defects unless the product materially differs from its description or the specifications we accepted. The non-quality return conditions do not remove remedies for faulty or misdescribed products.

3 Order cancellations and changes

Contact us promptly at sale@mascotfun.com if you need to cancel or change an order. Production may begin soon after the order or customization details are confirmed.

• Standard Products before dispatch: contact us to cancel and receive a full refund.
• Custom Products before production begins: we can normally cancel the order and issue a full refund.
• Custom Products after production begins: cancellation is not normally possible. If we can stop production, reasonable costs already incurred may be deducted. We will explain the costs and resulting refund before completing the cancellation.
• After dispatch: the order cannot be canceled in transit. Standard Products may be returned after delivery under the 14-day policy. Custom Products remain ineligible for non-quality returns.

Changes to size, color, artwork, address, or delivery service may not be possible after confirmation. If a requested change can be accommodated, we will explain any additional charge or revised delivery estimate and obtain your approval before proceeding.

4 How to request a return

1. Contact us. Email sale@mascotfun.com or use our contact form. Include your order number, item, reason for return, and relevant supporting photos.
2. Obtain authorization and the correct address. For eligible returns from any country or region, we will provide instructions and the designated return address in China. All authorized returns must be sent to that facility. The published company address may differ from the return facility; use the address supplied with your authorization.
3. Send the package. Use protective packaging and a tracked shipping service. Send it within 14 calendar days after receiving authorization, unless we agree a different deadline. This is the mailing deadline following approval; your original return request must be made within the applicable period after delivery.

Packages sent without authorization, sent cash-on-delivery, or sent to a different address may be refused. Keep your tracking number and shipping receipt.

5 Return destination, costs, and risk

All authorized returns from every country and region we sell to must be mailed to our designated return facility in China. Customers returning from outside China should be aware that an eligible non-quality return involves international shipping.

• Eligible non-quality returns: the customer arranges and pays return shipping to China, including international shipping when returning from outside China, unless applicable law requires otherwise. The charge is the rate quoted by your carrier and depends on your location, parcel size and weight, and service. Check the carrier's rate before arranging the return.
• Confirmed damaged, defective, or incorrect items: when we require a return, MascotFun provides a return label where available or reimburses reasonable return shipping. Contact us to agree the shipping arrangements before paying a carrier.
• Package risk: for a return you arrange, you are responsible for the package until it reaches the authorized facility, subject to applicable law. Use tracked shipping and retain the receipt.
• Original Express Shipping: the original upgraded delivery charge is normally non-refundable once that service has been provided, except where the return results from our error or applicable law requires a refund.

Import duties and taxes on your original order: MascotFun covers all import duties and import taxes for every order to destinations we ship to, for both Free Shipping and Express Shipping. These are included in your purchase. Any optional shipping charge is displayed separately at checkout.

If customs or the carrier requires you to pay import duties or import taxes to receive the original parcel, keep the official invoice and payment receipt. Send copies with your order number to sale@mascotfun.com. After verifying them against your shipment, we will reimburse those duties and taxes in full.

This reimbursement is separate from a return or refund. You do not need to return the product to request it. Import duties and import taxes covered by MascotFun are not deducted from an otherwise approved product refund. This coverage does not make a non-quality return's shipping free.

6 Refunds and exchanges

We aim to inspect an authorized return within 5 business days after it reaches our return facility. If approved, the refund is issued to the original payment method. Your bank, card issuer, PayPal, or digital wallet provider may need an additional 5–10 business days to display the credit.

The inspection period begins when the returned item arrives, rather than when you submit the request or hand the parcel to your carrier. Any deduction permitted under this policy will be explained when we confirm the refund.

Exchanges are reviewed on request and depend on availability and the replacement's production time. For an approved exchange, we will confirm the arrangements with you.

If an approved refund has not appeared after the stated payment-provider period, check with your provider and contact us with your order number.

7 Non-quality return exclusions

Subject to applicable law and remedies for faulty, damaged, incorrect, or materially misdescribed goods, non-quality returns are not accepted for:

• Custom Products, including returns for a change of mind, a canceled event, or a customer-selected sizing issue;
• items used for an event, performance, promotion, photography session, or other use beyond reasonable inspection or trying on;
• items that are soiled, washed, altered, repaired, damaged after delivery, or missing components;
• gift cards or downloadable digital files, except where applicable law requires otherwise; and
• separately purchased design work, rush services, or upgraded delivery services already provided, where the separate price and applicable non-refundable terms were disclosed before purchase.

These service exclusions do not create an additional design or production charge for a costume purchased at its full listed price.

A customer-selected size that does not fit is not a defect if we supplied the confirmed size. An eligible Standard Product may still be returned for this reason within the 14-day request window. If we supplied a different size from the one confirmed in your order, report it as an incorrect item.

8 Your legal rights

This policy describes MascotFun's return process and does not exclude, restrict, or replace mandatory consumer rights. If applicable law gives you a longer notice period or another remedy for faulty or misdescribed goods, those rights continue to apply.

Custom-product non-quality exclusions do not remove legal protections for faulty, damaged, incorrect, or misdescribed products.