Wool Hooded Cloak

Return, Exchange, and Refund Policy

At Auscosplay.com, we strive to ensure complete customer satisfaction. As many of our items are custom-made according to your specific requirements such as color, size, and style, we do not accept returns or refunds for custom orders unless the product is defective or made incorrectly. Below is the full return, exchange, and refund policy to ensure fair and responsible handling of each order:

1. Return and Exchange Policy

We only accept returns or exchanges for defective items, missing parts, or items that are significantly different from the description on our website. Below are the key conditions for returns and exchanges:

• Defective or Missing Items: If the item is defective or missing parts, please contact us within 14 days of delivery and provide photos to support your request for a replacement or refund.

• Size Errors: If your costume is made with the wrong size due to our error, we will remake it at no extra cost. If the error is caused by incorrect measurements provided by the customer, we offer two options:

  1. Keep the original costume: Receive a 30% discount on a new costume.

  2. Return for Size Revision: You may return the costume for size correction, with shipping costs covered by you. We will charge a revision fee.

• Standard Orders: For standard orders, we accept returns or exchanges within 14 days of delivery, provided the item is unused and in its original condition. The return or exchange shipping costs will be the responsibility of the buyer. Returns or exchanges for standard orders must be sent via registered mail, and an online tracking number must be provided.

2. Order Cancellation/Changes

Since many of our products are customized based on customer specifications, please carefully review your order before confirming it.

• Cancellation or Change within 24 Hours: If you made an error while placing your order, you can contact us within 24 hours to request cancellation or modification. After this period, we begin processing your order, and changes are no longer possible.

• Cancellation After 24 Hours: Orders canceled after 24 hours will incur a 50% handling fee.

• Cancellation After 3 Days: Orders cannot be canceled after 3 business days from order confirmation.

• Standard Orders: Standard orders can be canceled or modified within 3 days without a fee. After 3 days, cancellations or modifications for standard orders will no longer be accepted.

3. Refund Policy

Our goal is to ensure the best shopping experience possible. Please carefully review our refund policy:

• Non-Receipt of Item: If you have not received your item, we will either send you a replacement at no additional charge or issue a full refund.

• Custom Orders: As custom orders are made to your specifications, we do not accept refunds for custom-made items unless the product is defective or made incorrectly.

• Defective or Incorrect Items: If the item is defective or we sent the wrong item, we will provide a 100% refund. Please return the item to us, and once we receive and confirm the item, we will process your refund.

• Standard Orders: For standard orders, we offer a full refund if the item is returned in unused and original condition within 14 days of delivery. Return shipping costs will be borne by the buyer. Once the item is returned and verified to be in its original condition, we will process your refund to the original payment method within 2 business days.

4. Additional Information

• Return Shipping Address: Returns should not be sent to the original address. We will provide the correct return address via email after you submit your return request.

• Return/Exchange Fees: Any customs duties or taxes incurred during the return or exchange process will be shared equally between the buyer and the seller (50% each). The buyer is also responsible for the return shipping costs.

• Refund Processing Time:

  1. For partial refunds that meet the criteria, we will process the refund within 2 business days to the original payment method.

  2. For return refunds, after we receive the returned item and confirm the issue, we will process the refund within 2 business days to the original payment method.