Return & Refund Policy

1Return eligibility

Ready-made products. You may request a return within 14 calendar days after delivery if the product is:

• not personalized, altered, or made to your specifications;
• unused and unworn other than what is reasonably necessary to inspect or try it on;
• clean and free from odors, stains, makeup, pet hair, or other signs of use;
• complete with all accessories, components, labels, and original packaging; and
• accompanied by valid proof of purchase from mascotfun.com.

Return requests must be approved before anything is shipped back. Where permitted by law, we may reduce a refund to reflect loss in value caused by handling beyond what is reasonably necessary to inspect the product.

2Damaged, defective, or incorrect items

Please inspect your order promptly after delivery. If an item arrives damaged, has a manufacturing defect, is missing a component, or is not the product you ordered, contact us within 7 calendar days of delivery whenever reasonably possible.

Please include:

• your order number and the name used to place the order;
• a clear description of the problem;
• clear photos or video of the item, the affected area, and the shipping package; and
• a photo of the shipping label where delivery damage or an incorrect item is involved.

Do not discard the item or packaging until we have reviewed your request. If the claim is confirmed, we will offer an appropriate remedy such as repair, replacement, missing-part shipment, price adjustment, or refund. MascotFun will cover reasonable return shipping when we ask you to return a confirmed damaged, defective, or incorrect item.

Minor differences caused by screen settings or normal handmade production tolerances are not defects unless the finished product materially differs from the product description or the specifications we accepted.

3Order cancellations and changes

Contact us as soon as possible if you need to cancel or change an order. Production may begin soon after an order or customization request is confirmed.

• Before production begins: we can normally cancel the order and issue a full refund.
• After production begins: custom and made-to-order products cannot normally be canceled. If we are able to stop production, we may deduct reasonable costs already incurred, but we will explain those costs before completing the cancellation.
• After dispatch: an order cannot be canceled in transit. Any eligible return will follow this policy.

Changes to size, color, artwork, shipping address, or delivery service are not guaranteed after confirmation. Additional charges or a revised delivery date may apply if we can accommodate the change.

4How to request a return

1. Contact us first. Use our contact form and provide your order number, the item concerned, the reason for the request, and supporting photos where relevant.
2. Wait for approval. We will review the request and, if eligible, send return instructions and the correct return address. The public business address is not necessarily the returns facility.
3. Pack and send the item. Use protective packaging and a tracked shipping service. Send the package within 14 calendar days after receiving return authorization unless we give you a different deadline.

Returns sent without authorization, cash-on-delivery packages, or packages sent to an address other than the one in our instructions may be refused.

5Return shipping and risk

• For an eligible change-of-mind return, you are responsible for return shipping costs unless applicable law requires otherwise.
• For a confirmed damaged, defective, or incorrect item, we will provide a return label or reimburse reasonable return shipping when a return is required.
• You are responsible for the package until it reaches the approved return address. We recommend tracked shipping and keeping the receipt.
• Original express shipping, rush-production charges, import duties, and taxes are not normally refundable once the related service has been provided, except where required by law or where the return results from our error.

Customs duties and import taxes are collected by local authorities or carriers. Any claim for their refund may need to be made directly to the relevant authority.

6Refunds and exchanges

We aim to inspect an authorized return within 5 business days after it arrives. If approved, the refund will be 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.

If an exchange is approved, availability and production time will apply to the replacement. Because mascot costumes are size-sensitive and many are made to order, placing a new order after an approved refund may be faster than a direct exchange.

If you have not received an approved refund after the processing period, first check with your payment provider and then contact us with your order number.

7Items and charges that are not normally returnable

Except where the item is faulty, incorrect, or applicable law gives you a remedy, we do not accept returns or issue refunds for:

• Custom Products after production has begun;
• items that have been worn for an event, performance, promotion, photography session, or other extended use;
• items that are soiled, washed, altered, repaired, damaged after delivery, or missing parts or accessories;
• gift cards or downloadable/digital design files;
• clearance or final-sale products when clearly marked before purchase; or
• completed design work, rush-production services, or upgraded delivery services already provided.

A sizing issue is not considered a defect when the product was made according to the measurements or size selected by the customer. If we made the product to a different confirmed size, please report it as an incorrect item.

8Your legal rights

This policy describes MascotFun's return process and does not exclude, restrict, or replace any mandatory consumer rights that apply to you. If the law in your country or region provides a longer notice period, a legal guarantee, or another remedy for goods that are faulty or not as described, those rights continue to apply.

Personalized and genuinely custom-made goods may be excluded from statutory change-of-mind cancellation rights in some places, but legal protections for faulty, damaged, incorrect, or misdescribed goods may still apply.