Returns & refunds Policy

1. Eligibility for Returns

• Ready-Made Items: If you are not satisfied with your purchase, you may return ready-made items within 7 days of the delivery date for a full refund. Items must be in their original condition, unused, with all tags attached, and in the original packaging.
• Custom Items: Custom-designed mascots and products are made to your specific requirements and specifications. Therefore, custom orders are non-refundable and not eligible for return, except in cases of manufacturing defects or errors on our part.

2. Return Process

• Request Authorization: To initiate a return, please contact our customer service team at sale@buyamascot.com within the 7-day return period. Include your order number and reason for the return. We will provide you with a Return Merchandise Authorization (RMA) number and instructions on how to proceed.
• Return Shipping: You are responsible for the cost of return shipping. We recommend using a trackable shipping method and obtaining proof of postage, as we cannot be held liable for items lost in transit.
• Inspection: Once we receive the returned item, our team will inspect it to ensure it meets the return eligibility criteria. If the item is approved for return, we will process your refund within 1-2 business days.

3. Refund Process

• Refund Method: Refunds will be issued to the original payment method used for the purchase. Please note that it may take additional time for your financial institution to process the refund and reflect it in your account.
• Partial Refunds: In the case where an item is returned damaged or incomplete, we reserve the right to issue a partial refund or reject the return.

4. Exceptions and Limitations

• Damaged or Defective Items: If you receive a damaged or defective item, please contact us immediately at sale@buyamascot.com. We will arrange for a replacement or a full refund, and cover the cost of return shipping.
• Changed Mind on Custom Orders: Since custom orders are tailored specifically for you, we cannot accept returns or issue refunds due to a change of mind. Please ensure all details are carefully reviewed before confirming your custom order.

5. Contact Us

• Email: sale@buyamascot.com
• Return Address: 10734 Airport Rd, Longmont, CO 80503, USA