Refund Policy

Refunds may be issued under the following conditions:

• Unopened Products: Items must be in original packaging with all tags attached
• Defective Items: Manufacturing defects or damage during shipping
• Wrong Items: If you received incorrect product(s)
• Timeframe: Refund requests must be made within 14 days of delivery

Note: Custom-made or personalized mascots are not eligible for refunds unless defective.

The following cannot be refunded:

• Custom-designed mascots
• Gift cards
• Downloadable digital products
• Items marked "Final Sale"
• Used or damaged items (unless we caused the damage)

1. Contact us at "https://mascotte-deluxe.com/support" with your order number
2. We'll provide a Return Merchandise Authorization (RMA) number
3. Ship items back to us within 7 days of RMA issuance
4. Once received, we'll inspect the items within 3 business days
5. Approved refunds will be processed to your original payment method

Processing Time: 5-10 business days after we receive your return

Partial refunds may be issued in certain cases:

• If only part of your order is returned
• If items show signs of use or damage not caused by us
• For missing accessories or parts

If you haven't received your refund:

1. Check your bank account again (processing may take time)
2. Contact your credit card company (may take time to post)
3. Contact your bank (some banks require processing time)
4. If still unresolved, contact us at "https://mascotte-deluxe.com/support"

We only replace items if they are defective or damaged. For exchanges:

• Contact us within 7 days of delivery
• Provide photos of the defective/damaged item
• We'll ship the replacement once we receive the returned item