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      Refund and Returns Policy

      Effective Date: 01-01-2026

      By placing an order with CosplayBuy (cosplaybuy.co.uk), you acknowledge and agree to the policy below.

      1) Product Types

      We sell two types of products:

      1. Made-to-Order / Custom-Made items (Most Products)
        Items are produced specifically after your order is placed. Production time typically follows our Shipping Policy:

      • Made-to-order costumes: typically 5–12 business days (depending on complexity)

      • Made-to-measure / fully custom requests: typically 14–40 business days, which may include pattern making, sampling, and confirmation

      1. In Stock / Ready to Ship items (Only when clearly marked)
        Only items clearly marked as “In Stock” or “Ready to Ship” on the product page are treated as in-stock items.

      If a product page does not clearly state “In Stock / Ready to Ship”, it should be considered Made-to-Order by default.

      2) Quality Guarantee (If We Made a Mistake)

      If we shipped the wrong item, or your item has a confirmed manufacturing defect, please contact us within 14 days after delivery (tracking shows “Delivered”) and provide clear photos/videos.

      After verification, we may offer one of the following solutions at our discretion:

      • Free remake and re-shipment

      • Replacement

      • Partial refund or full refund (depending on the issue)

      Notes:

      • Sale/discount prices do not affect this Quality Guarantee.

      • “Manufacturing defect” refers to issues such as major seam failure, incorrect construction compared to the confirmed order, or missing essential components. Minor variations that do not affect wearability (see Section 10) are not considered defects.

      3) Custom / Made-to-Order Items (No “Change of Mind” Returns)

      Because Made-to-Order / Custom-Made items are produced specifically for your order:

      No returns and no exchanges for customer reasons.
      This includes (but is not limited to):

      • Wrong size selected

      • Change of mind / preference changes (style, color, etc.)

      • Event cancellation / no longer needed

      • Incorrect measurements provided by the customer

      • Fit preference differences (e.g., “tighter/looser than expected”) when the item matches the measurements provided

      Important: Custom-Made Items & “Right to Cancel”

      Custom-made and made-to-order items are made to your specifications. Therefore, they are not eligible for “change of mind” cancellations/returns once production has begun.
      Please double-check size, measurements, design details, and order notes before payment.

      4) In Stock / Ready to Ship Items (Return & Exchange Allowed)

      Only items clearly marked as “In Stock” or “Ready to Ship” on the product page are eligible for return/exchange.

      Return rules

      • Request within 14 days after delivery

      • Item must be unused, unwashed, and in original condition (all accessories included, tags/packaging intact where applicable)

      • Return shipping cost is paid by the customer

      • The original shipping fee (if paid at checkout) is non-refundable

      • Refund is issued after we receive and inspect the returned item

      Exchange rules

      • Customer pays the return shipping to us

      • After inspection, we ship the replacement

      • Additional shipping costs for sending the replacement may apply (depending on destination/method)

      5) Returns Process (Authorization Required)

      Please email us before sending anything back. Unauthorized returns will not be accepted.

      To request a return/exchange, email: [email protected]
      Include:

      • Order number

      • Reason for request

      • Photos/videos (if applicable)

      • Your request (refund / replacement / exchange)

      Return address: For safety and accuracy, the return address will be provided by email only after your request is approved.

      6) Cancellations (Made-to-Order / Custom Orders)

      Because production starts quickly, cancellations depend on production progress:

      • Within 24 hours after payment: full refund

      • 24–48 hours: partial refund may be available; a processing/material handling fee may apply

      • After 48 hours: usually non-cancellable once materials are purchased or production has begun

      • Once shipped: cannot be canceled

      If you need to cancel, contact us as soon as possible so we can check the production status.

      7) Failed Delivery / Wrong Address / Unreachable Phone

      Please ensure your shipping address and phone number are accurate and reachable. If delivery fails or a package is lost/returned due to:

      • incorrect address

      • unreachable phone number

      • refusal

      • no one available to sign (if signature is required by the carrier)

      the customer is responsible.

      Re-shipping costs may apply. Refunds (if applicable) can only be processed after the package is returned to us. Original shipping and re-shipping fees are non-refundable.

      8) Refund Method & Processing Time

      • PayPal is temporarily unavailable at the moment.

      • We currently accept credit card payments via a secure, PCI-compliant gateway.

      • Your card details are never collected or stored on our website. All transactions are encrypted and processed by certified payment partners.

      • Approved refunds are issued to the original payment method (the same card used at checkout) whenever possible.

      • Refund processing begins after approval, or for returns, after the returned item is received and inspected. Processing times may vary by banks/card issuers.

      9) Important Notes About Card Payments

      1. If your payment fails, please contact your card issuer and confirm this is a legitimate purchase you are authorizing, then try again.

      2. If your payment is successful, this is not a fraudulent transaction. We have been making cosplay costumes since 2007.

      3. Banks may apply FX or international fees, so your statement can show a slightly different amount/descriptor — this is normal.

      10) What Is Not Covered (Normal Variations)

      Because most cosplay items are handmade or made-to-order, the following are considered normal and are not treated as defects:

      • Minor stitching variations

      • Slight color differences due to lighting, screens, or batch dye differences

      • Minor measurement differences within a reasonable tolerance for handmade garments

      • Odor from fresh materials/packing that dissipates after airing out

      • Wrinkles from shipping

      If you are highly sensitive to small details, please contact us before ordering.

      11) Disputes / Chargebacks

      If there is any issue, please contact us first so we can provide the fastest solution. Chargebacks opened without contacting us may delay resolution and may limit available options while the dispute is under review.

      12) Contact

      Email: [email protected]
      Website: cosplaybuy.co.uk