Return & Refund Policy

We want you to feel confident in your order. If there is a problem with an item, contact us at mgcosplaycom@gmail.com before sending anything back. Please include your order number, the reason for the request, and clear photos of the item and packaging where relevant.

Eligibility

Return requests must be submitted within 14 calendar days after delivery. To be eligible, an item must be unused, unworn, unwashed, unaltered, free of odor or damage, and returned with its original tags, accessories, and packaging. We may request photos or other evidence before authorizing a return.

Standard-size made-to-order items: Ordinary items made after an order is placed in a standard listed size are eligible for return requests within 14 calendar days after delivery, subject to the condition requirements and other exclusions in this policy. Being made to order alone does not make a standard-size item non-returnable. For non-quality-related returns, the customer pays return shipping, including international return shipping to China when that warehouse is designated.

Non-returnable items

Made-to-measure, personalized, clearance, final-sale, intimate, hygiene-sensitive, and gift-card items are not returnable unless defective, damaged in transit, materially different from the order, or otherwise required by applicable law.

Return destinations

Depending on your country and warehouse availability, an authorized return may be sent to a local warehouse in your country or to our warehouse in China. A local return address is not guaranteed for every country or order. You may therefore need to make an international return to China. Contact us before purchasing if you need to confirm the return destination available for your country.

Our customer service team will confirm the designated warehouse address and return instructions when authorizing the return. The registered company address is not the default return address. Do not send an item back before receiving the designated return address.

Return shipping costs

For returns due to a confirmed product quality issue or defect, transit damage, an incorrect item, or an item materially different from your order, MGcosplay covers the return shipping costs, whether the designated return warehouse is local or in China. Contact us before shipping so we can confirm the return method and arrange payment or reimbursement of the return shipping costs.

For other eligible returns, including a change of mind or a size selected incorrectly by the customer, the customer is responsible for return shipping costs and any related duties, unless applicable law requires otherwise. This includes international return shipping to China when a China warehouse is designated; these costs may be higher than domestic return shipping.

Return process

Email us before returning the item and wait for written authorization.
We will provide the approved return address and instructions. Do not return items to the registered company address unless our team specifically confirms it in writing.
Ship the item using a trackable service and retain the receipt.
We will inspect the return after delivery and notify you of approval or rejection.

Unauthorized returns may not be accepted. Return shipping costs are allocated as explained in the Return shipping costs section above.

Damaged, defective, or incorrect items

Please contact us promptly after delivery with photos of the item, packaging, and shipping label. For a confirmed quality issue or defect, transit damage, an incorrect item, or an item materially different from your order, we will offer an appropriate replacement, exchange, or refund. MGcosplay covers the return shipping costs as explained above.

Exchanges

Exchanges depend on stock availability. The fastest option may be to complete an approved return and place a new order. Any price difference and additional shipping charge will be confirmed before an exchange is processed.

Refund timing

We will inspect an eligible return and, if approved, initiate the refund to the original payment method within 7 calendar days of receiving the returned item. We will notify you of the decision. Your bank or card issuer may require an additional 5-10 business days to post the credit to your account. If the refund has not appeared after that period, please contact your bank first and then email us with your order number.

For non-quality-related returns, original shipping charges are non-refundable and return shipping charges are the customer’s responsibility, unless applicable law requires otherwise. For quality issues, defects, transit damage, incorrect items, or items materially different from the order, MGcosplay covers return shipping costs as described above. Original shipping charges are refundable where MGcosplay made an error or applicable law requires it.

Order cancellations

Contact us as soon as possible if you need to cancel an order. We cannot guarantee cancellation after production or fulfillment has started. Custom or made-to-order items may become non-cancellable once production begins.