Refund and Returns Policy
Returns & Refunds
We are not required by law to provide a refund for change of mind or make wrong decisions. However, we will try to exchange your purchase if the following conditions are met:
- You must notify us of a change of mind or make wrong decisions return within 7 days of purchase and receiving your goods.
- The item is returned within 7 days of purchase and receiving your goods.
- You provide a legible receipt or online order number as proof of purchase.
- Items are in a suitable condition for resale as new. This includes being in original sealed packaging as well as having all packaging such as header card and packing materials.
- All original packaging, cables, manuals, accessories and other items that came with item are returned. If any item is missing, we will not provide a refund or exchange.
- Exchange the size of the costume. As we have size shown for each costume, so we don’t apply refund for the costume that does not fits your size.
- The item is not any of the following:
• Wig, cosmetic, makeup, undergarment or hosiery where it’s has been taken out of the packaging. For hygienic reasons these items cannot be resold when returned once opened even if the packaging was damaged prior to purchase.
• Mask, Fake Flower or Leaf and any item without package.
• A custom and personalised item.
• Shipping or Delivery charges. Shipping is provided by a third party courier or post service as an added service for your convenience and as such, this is non-refundable.
• The item was not purchased as part of an order that had a discount applied to the order.
• Bulk products. - We reserve the right to determine if you are entitled to a refund, exchange or credit note for “Change of Mind/Make Wrong Decisions” returns.
- Please send Email to [email protected] if you would like to return your order. Please keep in mind that it is not a requirement of a retailer to accept a return for change of mind or make wrong decisions, it is a gesture of goodwill.
- Return shipping charges are your responsibility. Unfortunately, we cannot be held responsible for lost, stolen or damaged return deliveries. We recommend that you return the product/s to us securely packaged using a trackable method of postage.
- The item was not discounted in any way.
- The item was not purchased as part of an order that had a discount applied to the order.
- We reserve the right to apply a 10% re-stocking fee plus a $10 processing fee.
- We reserve the right to determine if you are entitled to a refund, exchange or credit note for “Change of Mind” or “Make Wrong Decisions” returns
Returns and Exchange Procedure for ‘Change of Mind’ or ‘Make Wrong Decisions’
We will response your request within 24 hours to provide further assistance.
- You need to send the item back via your local post office or any other transport company you may find more suitable (however the condition of the products is your responsibility until they arrive back to us and if they are damaged in transit a return or exchange will not be provided).
- For exchange inquire, after we receive the item and the condition of the item is fulfilled exchange, we will send the replacement to you, and you will be responsible to pay for the new delivery charges.
- Where a refund is provided this will be refunded to the same method as payment was made and this will take around 5 working days.
Faulty or Damaged Products
All products that are sold by us are checked as part of our process in completing your order. On rare occasions items do become “damaged” as part of transporting the goods to you. A refund or replacement for a faulty product is conditional on the following:
- You must notify us of a Faulty or Damaged product within 7 days of purchase and receiving your goods.
- Where a product is damaged, the item must not appear to have been used for it to be deemed as a “damaged product”. For the avoidance of doubt, it is recommended that you leave the product in its original packaging unopened.
- You must keep evidence of the faulty product and the carton in which it was shipped until we advise on your requested refund or exchange. We will require a photo or video of the product and package for insurance purposes to prove the issue. If the photo or video is insufficient we may request additional photo’s or video’s. If you dispose of the item before we approve (or reject) the claim, we reserve the right to reject your claim.
- We will not provide a refund or replace a product that has been misused, mishandled or incorrectly installed or serviced. It is the responsibility of the customer to ensure that all instructions and advice or warnings given by the manufacturer, supplier, or us are followed.
- The limit of the compensation for a faulty product will be the replacement or refund of that faulty product once it has been returned to us.
- We reserve the right to inspect and test a product to determine if it is in our opinion faulty or damaged. It is at our discretion that we determine if an item is damaged or faulty.
- The delivery time for a replacement product starts from when we confirm that we will replace your product and will then follow normal shipping times, the same as if the product was being dispatched as a normal order.
- If we require the product to be sent back to us and we find that the product is faulty we will provide a full refund (or we can send a replacement if you prefer) of the product and the shipping incurred for sending the product back to us with regular post. If the product is found to be in good working order, a refund will not be provided and you would be required to pay the shipping to have the product sent back to you.
- It is your responsibility to ensure that defective goods are suitably packaged for return shipping and include all original packaging, cables, manuals, accessories and other items that came with it. If we deem at our discretion that all the required packaging, cables, manuals, accessories and other items are not with your returned item, we may reject the return claim.
Returns Procedure – Faulty or Damaged Products
We will response your request within 24 hours.to provide further assistance and the outcome of our investigation.
- If your return is approved, we will ask you if you would like a refund, credit, or replacement generally by the next business day. If a refund or credit is requested, it will generally be processed within 7 days and if a replacement is requested and we have the replacement in stock, it will be dispatched within 1 business day or when it comes back in stock.
- Where a refund is provided this will be refunded to the same method as payment was made and this will take about 5 working days.
We do our best to ensure that each order is carefully packed before we ship it to you.
We reserve the rights to reject any exchange or returns that do not fulfill any of the above stated requirements.
We will not bear any charges incurred by customers during the process of exchange, returns or refund of merchandise.
