Returns & Refunds

01. Standard product return conditions

For standard products ordered without any customization, request your return or exchange within 7 calendar days of delivery. To qualify for a non-quality-related return, your costume must:

• Be unused, unwashed, and unaltered.
• Include all original accessories, components, packaging, and any attached tags.
• Have no stains, odors, damage, or signs of use at events or performances.

A brief indoor try-on to check the fit is acceptable if the costume remains clean and undamaged. Exchanges are subject to availability. We will confirm any price difference and applicable shipping costs before arranging an exchange.

02. Custom sizes, colors & personalized products

Any product made with custom measurements, custom colors, logos, lettering, artwork, design changes, or other personalized requirements is a customized product. This includes costumes made from your own design, even if you choose a standard size. Custom sizing is treated as customization even when provided at no extra charge.

These customized products may be returned or exchanged only for verified quality issues. Quality issues include manufacturing defects, damage present on arrival, or a material departure from the confirmed order caused by our production error.

We do not accept returns or exchanges for a change of mind, event cancellation, personal preference, or incorrect measurements or instructions supplied by the customer when the product matches those instructions.

Minor handmade variations or differences caused by screen settings and lighting do not, by themselves, qualify as quality defects.

03. Damaged or defective items

Inspect your costume promptly after delivery. If you discover a quality issue, email sale@nextmascot.com within 7 calendar days of receipt and include:

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

After reviewing the issue, we will arrange an appropriate solution, such as an approved return for a refund, repair, or replacement. Please avoid using, washing, altering, or attempting to repair the affected item before contacting us.

The unused-condition requirements for change-of-mind returns do not exclude valid claims for defects discovered during reasonable inspection.

04. How to request a return

1. Contact our team Email sale@nextmascot.com with your order number, reason for the request, and any supporting photos.
2. Receive your return instructions Once approved, we will provide the full designated return address in China and shipping instructions.
3. Pack and send your item Dispatch it within 14 calendar days of return approval. Pack it securely and use a tracked shipping service.
4. Share the tracking number Send us the tracking details and keep your shipping receipt while we process your return.

05. Return shipping to China & costs

Standard products — non-quality-related returns and exchanges: Customers cover the cost of shipping the item back to China, including international return shipping when returning from outside China, and any shipping required to send an exchange. Original shipping charges are non-refundable, except where applicable law requires otherwise.

Verified quality issues or our error: NextMascot covers reasonable return shipping to China, including international return shipping where applicable, through a shipping method agreed with us in advance. If the affected item is returned for a full refund, its original shipping charge will also be refunded.

06. When to expect your refund

Once we receive and inspect your return, we will notify you of the outcome. Approved refunds will be issued to your original payment method within 5 business days.

Your bank or payment provider may require additional time to post the refund.

07. Your consumer rights

This policy does not limit any rights or remedies you may have under applicable consumer-protection laws, including rights relating to faulty or misdescribed goods.