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Returns Policy

Returns & Refund Policy

At GreatMascot (greatmascot.com), most products are custom-made. Therefore, returns and refunds are accepted only under specific conditions.

1. Return Eligibility

Returns are accepted only in the following cases:

  • The product is defective
  • The product is damaged during shipping
  • The item received is incorrect

2. Non-Returnable Situations

We do not accept returns in the following cases:

  • Change of mind after order confirmation
  • Incorrect size provided by the customer
  • Minor color differences due to lighting or display
  • Damage caused after delivery
  • Custom-made products that match the confirmed order

3. Return Request Timeframe

  • Customers must contact us within 3 days of receiving the product
  • Requests submitted after this period may not be accepted

4. Return Process

  1. Contact Us:
    Email us at sale@greatmascot.com with your order number and issue description.
  2. Provide Evidence:
    Clear photos or videos showing the problem must be provided.
  3. Review:
    We will review your request within 3 working days.

Returns without prior approval will not be accepted.

5. Exchanges

Exchanges are available only for defective, damaged, or incorrect items. Replacement will be arranged after verification.

We prioritize replacement solutions (re-production or re-shipping) before refunds whenever possible.

6. Return Shipping

  • If the issue is caused by us (defect, damage, or wrong item), we will cover return shipping.
  • In other approved cases, return shipping is the responsibility of the customer.

7. Refund Policy

  • Refunds are issued only when replacement is not feasible.
  • Refunds will be processed within 3 working days after approval.
  • Refunds will be returned to the original payment method (PayPal).
  • Shipping costs are non-refundable unless the issue is caused by us.

8. Cancellation Policy

  • Orders can be canceled within 24 hours for a full refund.
  • After 24 hours, a cancellation fee may apply depending on production progress.
  • Orders that have entered production or shipping may not be canceled.

9. Return Address

Room 101, No. 2, Xiajie, Beiping Community
Kemulang, Tianhe District
Guangzhou, Guangdong, China

10. Contact Information

Email: sale@greatmascot.com
Phone: +86 13407581541