1. Return eligibility

Our store return policy covers the following issues:

• A manufacturing defect in the costume or an included component.
• Damage that occurred during shipping.
• An incorrect item, or a material difference from the confirmed order specifications caused by our error.

These conditions apply to both existing designs and personalized orders. Making a product to order does not remove your rights if it is defective, damaged, or incorrectly supplied.

2. Situations outside our store return policy

Except where applicable law provides otherwise, we do not accept returns for:

• A change of mind after order confirmation.
• A fit problem caused by incorrect sizes or measurements supplied by the customer, when we followed those details.
• A personalized product that matches the requirements confirmed for the order.
• Damage caused after delivery by misuse or alterations.

Minor variations caused by screen settings, lighting, or handmade production do not, by themselves, establish a defect. This does not excuse a material difference from the product description or agreed specifications.

These return conditions do not change the 24-hour full-refund cancellation offer described below.

3. Report a damaged, defective, or incorrect item

Please inspect your order promptly and email sale@greatmascot.com within 3 calendar days of delivery to report an apparent quality issue, shipping damage, or an incorrect item. Include:

• Your order number and a description of the problem.
• Clear photos or videos showing the issue, where available.
• Photos of the packaging and shipping label if the parcel arrived damaged.

Keep the packaging while we investigate shipping damage. Please avoid washing, altering, or attempting to repair an affected item before we review the issue.

We will review your request within 3 working days. If we need further information, we will explain what to provide and the next steps.

The 3-day reporting period helps us investigate promptly; it does not remove any longer claim period or remedy provided by applicable law. If a defect becomes apparent later, contact us as soon as you discover it.

4. Replacement and return arrangements

For a verified issue, we normally prioritize replacement, remaking the affected item, or sending the correct item or component. If replacement is not feasible, we will arrange an approved refund. Any other remedy required by applicable law remains available.

If we ask you to return an item:

1. Receive approval and instructions. Our team will provide the designated return address and shipping instructions after approving the return.
2. Pack the item securely. Follow the instructions provided for your return.
3. Keep the shipping records. Send us the tracking details and retain your shipping receipt.

Before you send anything back:
Please contact us before shipping a return. Use only the address supplied for your approved request; our registered office is not automatically a return address.

5. Shipping costs

Verified defects, shipping damage, or our order error: GreatMascot covers return shipping. Contact us before arranging shipment so we can provide the return instructions. If a verified issue for which we are responsible results in a full refund for the affected item, we also refund that item's original delivery charge.

Other approved returns: The customer pays return shipping unless applicable law requires otherwise. For approved returns, original delivery charges are normally non-refundable unless the issue is our responsibility or applicable law requires a refund.

6. When to expect your refund

Once a refund is approved, we will issue it to your original payment method within 3 working days of approval. Your bank or payment provider may need additional time to show the credit.

Working days exclude weekends and applicable public holidays. If you have not received an expected refund, contact us with your order number so we can check its status.

7. Canceling an order

Within 24 hours of placing your order: You may cancel for a full refund. Email sale@greatmascot.com with your order number and cancellation request within that window.

After 24 hours: Cancellation depends on the production stage. If cancellation is possible, we may deduct the cost of work already completed. We will explain any proposed deduction and its basis before processing the cancellation.

Only after that initial 24-hour period may an order that has entered production or shipping be ineligible for cancellation under our store policy. These later-stage restrictions do not apply to the 24-hour full-refund offer or limit cancellation and refund rights required by applicable law.

8. Your consumer rights

This policy does not limit your rights relating to faulty, damaged, incorrectly supplied, or misdescribed goods under applicable consumer law. Mandatory rights to cancel or withdraw from a purchase, longer claim periods, and legally required remedies remain available where they apply.

A product being made after an order is placed does not, by itself, mean that all statutory withdrawal rights are excluded. Where applicable law gives you rights beyond this store policy, those rights take priority.