Return & 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 an incorrect product.
• Timeframe: Refund requests must be made within 14 days of delivery.

Note: Custom-made or personalized mascots are not eligible for refunds unless a confirmed defect or production error exists.

• Custom-designed or personalized mascots.
• Gift cards.
• Downloadable or digital products.
• Items marked as “Final Sale”.
• Used or damaged items not caused by us.

1. Contact us at https://mascotte-deluxe.com/support with your order number.
2. We will review your request and provide return instructions if approved.
3. Ship the item back within 7 days of authorization.
4. Returned items are inspected within 3–5 business days.
5. Approved refunds are processed to the original payment method.

Processing Time: 5–10 business days after inspection.

• The mascot must be unused, unworn, and in original condition.
• All accessories, tags, and packaging must be included.
• Returns must be requested within 7 days of delivery.
• Defective or damaged items must be reported with photos.

• Custom-made or personalized mascots.
• Items showing signs of use or customer-caused damage.
• Items returned without authorization.
• Digital or downloadable products.

• Customer Responsibility: Return shipping costs are usually paid by the customer.
• Our Responsibility: If the return is due to our error, we may cover shipping costs.
• We strongly recommend using a tracked shipping service.

We offer exchanges only in specific cases:

• Defective or damaged items after verification.
• Wrong item sent by us.

• Customs duties, taxes, and import fees are non-refundable.
• Return shipping costs and delivery times may vary by country.
• Please contact us before sending any international return.