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 7 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. 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. If you found package damage, can refuse to accept.