Return and Refund Policy
Last Updated: November 12, 2023
At Vivid Cosplay, we want you to be fully satisfied with your purchase. If you are not completely happy with your cosplay costume, we offer a straightforward return and refund policy to ensure your shopping experience is worry-free.
1. Returns
We accept returns under the following conditions:
- Timeframe: Returns must be initiated within 30 days of receiving your order.
- Condition: Items must be unused, unwashed, and in the original condition with all tags, labels, and packaging intact.
- Exclusions: Due to the nature of cosplay costumes, customized, personalized, or final sale items are not eligible for return or exchange unless they are defective or damaged upon arrival.
2. How to Return an Item
If you wish to return an item, please follow these steps:
- Contact Us: Reach out to our customer service team at [[email protected]] within 30 days of receiving your order. Include your order number, the item(s) you wish to return, and the reason for the return.
- Return Authorization: Once we receive your request, we will send you a Return Authorization (RA) number and further instructions for returning the item.
- Shipping the Return: Carefully package the item(s) and return them to the address provided. Customers are responsible for return shipping costs unless the return is due to a defective or incorrect item.
- Proof of Shipment: Please retain proof of shipment when returning items. We are not responsible for items lost or damaged during return shipping.
3. Refunds
Once we receive the returned item and verify that it meets our return criteria, we will process your refund. The refund will be issued to the original method of payment.
- Processing Time: Please allow 5-7 business days for your refund to be processed after we receive your return.
- Refund Amount: If your return is approved, we will refund the purchase price of the item(s) minus any shipping or handling charges.
- Non-Refundable Charges: Please note that shipping fees are non-refundable unless the return is due to a defective or incorrect item.
4. Exchanges
At Vivid Cosplay, we currently do not offer direct exchanges. If you wish to exchange an item for a different size or style, please follow the return process outlined above and place a new order for the desired item.
5. Defective or Incorrect Items
If you receive a defective or incorrect item, we sincerely apologize for the inconvenience. In such cases, we offer a full refund or replacement at no additional cost to you. Please contact our customer service team within 7 days of receiving the item to initiate a return for defective or incorrect merchandise. You will need to provide the following:
- Order number
- Photos of the defective or incorrect item
- Description of the issue
Once verified, we will provide you with instructions for returning the item and arrange for either a replacement or refund.
6. Sale and Promotional Items
Items purchased during sales or promotions are subject to the same return policy as regular-priced items unless otherwise stated in the specific promotion details. Please check the terms and conditions of any sale or promotion for any variations to the return policy.
7. International Returns
If you are returning an item from outside the United States, please be aware that you are responsible for any customs duties or taxes associated with the return. We recommend using a reliable shipping method with tracking to ensure the safe return of your item.
8. Contact Us
If you have any questions or concerns about our return and refund policy, please feel free to contact us:
Email: [[email protected]]
Phone: [(803) 994-9676]
Office Address: Vivid Cosplay, 5228 Greene Ln, Las Vegas, NV 89119
We strive to provide excellent customer service and will do our best to ensure your experience with Vivid Cosplay is as smooth as possible. Thank you for shopping with us!