Return & Refund Policy
1. Return Policy
At Auscosplay.com we strive to offer 100% satisfaction to all our valued customers. We offer a refund or exchange/costume alternation for defective items, missing items, or items significantly different from our description. As the costumes from Auscosplay.com are all custom-made according to the customer’s measurements, we offer a fair and responsible return/exchange policy.
Defective/Missing items/Size different from customer measurements.
Customer should contact us within 14 days of delivery of items and email us photos to support claims for replacement or refund. For costumes that are made to the wrong size, Auscosplay.com will make a new costume for free – if it is determined that we made the error.
However, Auscosplay.com is NOT responsible for sizing errors in custom-made costume if the customer has provided incorrect measurements. In this situation, the customer has the option to keep the original costume and receive a new item at 20% off the list price, or ship the costume back to us for revision ( at customer expense ); you will then be charged for revision cost only.
The customer is responsible for returning items in their original condition within 2 weeks of delivery. Returns must be made through registered mail at the customer’s expense. Please provide an online delivery tracking number.
2. Order Cancellations/Changing
All costumes from Auscosplay hand-made in your own size, pls check your order carefully before submitting. We will send a confirmation email after you placed an order. In the event that a mistake has been made on a processed order, pls email us in 24 hours after your submitting, Order Cancellations or Changing only works in this time frame. Cause Our dressmaker will start made the costume for you within 24 hours after receiving your payment. Orders canceled after 24 hours are subject to a handling fee equaling 50% of the item price. And orders cannot be canceled after 3 business days. Thanks for your understanding.
3. Refund Policy
If or you don't receive the item, we will make a new one free or refund.
We do NOT accept refunds for customize size costume, For commission order, If you are not satisfied and want a refund,we will deduct actual material cost of your commission items and give you a partial refund.
We will offer 100% refund only of products which are defected, or sent by mistake. However buyers are requested to send the products back to our office.