This policy applies to products purchased directly from mascotstreet.com or through a quotation or invoice issued by MascotStreet, a brand operated by Guangzhou Xiaoming Trading Co., Ltd.

If your quotation, order confirmation, or another written agreement contains a more specific return or cancellation term, that term will apply to the relevant order. Nothing in this policy limits any right or remedy that cannot be excluded under applicable law.

For this policy, a “working day” means Monday through Friday, excluding public holidays in China.

Please contact us if your order has one of the following problems:

A sizing claim is eligible only when the measurements and information supplied by the customer were accurate.

Unless we agree otherwise in writing or applicable law requires otherwise, we do not accept returns or provide refunds for:

• A change of mind, event cancellation, or a product that is no longer wanted.
• Custom, personalized, made-to-order, or specially prepared products that match the confirmed order.
• Incorrect fit, text, artwork, colors, proportions, placement, or other details caused by inaccurate customer-provided information or an approved design.
• Minor handcrafted variations in color, texture, shape, seam placement, finishing, or dimensions that do not materially depart from the confirmed design or affect normal use.
• Color differences caused by lighting, photography, or screen settings.
• Normal wear and tear, or damage caused after delivery by misuse, an accident, improper assembly, cleaning, storage, heat, moisture, alterations, or an unauthorized repair.
• Delivery delays caused by a carrier, customs authority, severe weather, an incorrect address, missing recipient information, or another event outside our reasonable control.
• A shipment that is refused, abandoned, or returned without first contacting MascotStreet.
• An item sent to us without written return authorization.

Contact us at sale@mascotstreet.com within 3 calendar days after delivery. The delivery date shown by the carrier’s tracking record will normally be used to calculate this period.

Claims submitted after this period may be declined, especially when the delay prevents us or the carrier from verifying the cause of the problem. This deadline does not reduce a longer period that mandatory applicable law gives you.

Email sale@mascotstreet.com and include:

Please send any additional evidence we reasonably request within 48 hours. Keep the product and all original packaging, and do not use, clean, alter, repair, discard, or return the item until we provide instructions.

We normally review a complete claim within 3 working days. If we need information from the carrier, production team, or payment provider, the review may take longer; we will keep you informed.

Depending on the nature and extent of the issue, an eligible solution may include:

• Troubleshooting, care guidance, or repair instructions.
• Replacement parts or reimbursement of a reasonable, pre-approved local repair cost.
• Free repair, re-production, replacement, or re-shipment.
• An appropriate partial refund when the customer keeps an item with a limited issue.
• A full refund when a reasonable repair or replacement is not feasible or has been unsuccessful.

Because mascot costumes are frequently custom-made, we normally prioritize repair, replacement, re-production, or re-shipment before a refund.

If a return is required because of a verified manufacturing defect, shipping damage, or our error, MascotStreet will provide a prepaid shipping method or reimburse reasonable standard return shipping approved by us in writing.

If we exceptionally approve a return for another reason, the customer is responsible for the original and return shipping costs unless applicable law requires otherwise.

When a refund is approved, we will issue it within 5 working days after approval or, if a return is required, after the authorized return is received and inspected.

Refunds are normally sent to the original payment method and in the original transaction currency. Your payment provider may require an additional 5–10 working days to post the credit.

Original expedited shipping, optional services, bank fees, and other third-party charges are not refundable unless the approved claim resulted from our error or applicable law requires otherwise.

Contact us as soon as possible if you need to change or cancel an order. A cancellation is effective only after MascotStreet approves it in writing.

• Before order acceptance: We will cancel the order and return any amount collected, subject to non-recoverable payment fees where permitted by law.
• Before production: If cancellation is possible, we will refund the amount paid less reasonable costs already incurred.
• After production has begun: Custom orders are not normally cancelable. Any approved refund may be reduced by completed work, purchased materials, processing fees, and other non-recoverable costs.
• After shipment: Cancellation is no longer possible.

If MascotStreet cancels an accepted order for a reason not caused by you, we will refund the amount paid for the cancelled portion.

A delivery delay by itself is not a product defect. If tracking shows no movement, loss, or another problem, contact us so we can work with the carrier.

If a shipment is refused, abandoned, or returned because of an incorrect address, missed delivery, missing customs information, or failure to cooperate with the carrier, we may deduct the resulting shipping, customs, storage, and redelivery costs from any available refund, to the extent permitted by law.

This policy does not exclude, restrict, or replace consumer protections that cannot lawfully be excluded in the country or region where you live. Where mandatory law gives you greater protection, that law will apply.