Return & Refund Policy
Thank you for shopping at MascotHappy.
Because our mascot costumes are made to order, each order is specially produced according to the customer's requirements. Please review our return, refund, and exchange policy carefully before placing your order.
Returns
We accept returns for damaged, defective, or incorrect products only.
We do not accept returns for non-defective products, including returns due to change of mind, personal preference, or incorrect size selection.
If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery.
To request a return, please provide:
* Your order number
* A description of the issue
* Clear photos showing the product and the problem
Please contact us before returning any product. If your return is approved, we will provide you with return instructions and the appropriate return address.
Damaged, Defective, or Incorrect Items
If we confirm that your item arrived damaged, defective, or incorrect due to an error on our part, we will provide an appropriate solution, which may include repair, replacement, exchange, or refund.
If a return is required for a damaged, defective, or incorrect item, MascotHappy will cover the reasonable return shipping costs.
Restocking Fee
We do not charge a restocking fee for approved returns involving damaged, defective, or incorrect products.
Exchanges
We accept exchanges.
To request an exchange, please contact us at sale@mascothappy.com within 7 days of delivery.
Items must be unused, unworn, and in their original condition to be eligible for an exchange.
For exchanges of non-defective products, the customer is responsible for the return shipping cost and the shipping cost of the replacement item.
For exchanges required because the item arrived damaged, defective, or incorrect due to an error on our part, MascotHappy will cover the reasonable shipping costs.
Please contact us before sending any item back. We will provide exchange instructions and the appropriate return address after your exchange request has been approved.
Refunds
Refunds are available for eligible damaged, defective, or incorrect products.
Once we receive and inspect an eligible returned item, we will notify you of the status of your refund.
If your refund is approved, it will be issued to your original payment method within 5–10 business days.
Please note that your bank, credit card provider, or payment service may require additional time to process and post the refund to your account.
Order Cancellation
Orders may be canceled for a full refund before production begins.
Once production has started, an order cannot normally be canceled because our mascot costumes are made to order specifically for the customer.
If you need to cancel an order, please contact us as soon as possible at sale@mascothappy.com.
Non-Returnable Items
We do not accept returns for non-defective products, including:
* Custom-made or made-to-order products without defects
* Personalized products without defects
* Products returned due to change of mind or personal preference
* Products returned because the customer selected the wrong size
* Products damaged due to misuse, improper handling, or improper care
This does not affect your ability to request an exchange in accordance with our Exchange Policy above.
How to Request a Return or Exchange
Please contact us before returning any product, Email: sale@mascothappy.com
Please include your order number, the reason for your request, and clear photos if the product is damaged, defective, or incorrect.
Once your request is approved, we will provide return or exchange instructions and the appropriate return address.Please do not send products back without contacting us first.
Legal Business Name: Guangzhou Xingyuan Trading Co., Ltd.
Trading Name: MascotHappy
Unit I15, 2nd Floor, Building 9, Lane 4
Xincheng East Road, Jiekou Subdistrict, Conghua District
Guangzhou, Guangdong 510999
China
+86 13806115416
Email: sale@mascothappy.com