We want customers to review their order promptly after delivery. This policy applies in addition to any mandatory rights available under applicable consumer law.
1. Return Eligibility
You may request a return for an eligible standard-size product within 30 days of delivery. Contact us before sending anything back so we can confirm eligibility and provide return instructions. Do not send a return until Customer Support has approved the request and provided the current return address.
2. Return Conditions
- The product must be unworn except for a brief indoor fitting, unwashed, unaltered, and free from makeup, deodorant, perfume, smoke, pet hair, stains, or damage.
- All tags, packaging, detachable parts, accessories, gifts, and manuals supplied with the order must be included.
- Footwear must be tried on indoors on a clean surface. Masks, bodysuits, wigs, hosiery, and other hygiene-sensitive products must remain unused and sealed where supplied with a hygiene seal.
- The customer must use a tracked return service and keep proof of shipment until the return is completed.
3. Non-returnable Items
- Custom-size, made-to-measure, engraved, personalized, or otherwise customer-specific products.
- Products altered, repaired, washed, worn for an event, or damaged after delivery.
- Hygiene-sensitive products after their seal has been opened, unless defective.
- Clearance or final-sale products where the product page clearly identified that condition before purchase.
- Gift cards, delivery charges already used, and other non-refundable services.
These exclusions do not apply where a product is incorrect, damaged on arrival, materially defective, or where exclusion would conflict with mandatory rights.
4. Damaged, Defective, or Incorrect Products
Inspect the parcel as soon as possible. Contact us promptly, preferably within 72 hours of delivery, with the order number and clear photographs of the packaging, shipping label, complete product, and affected area. Do not discard packaging or attempt a repair before receiving instructions.
After review, we may offer an appropriate repair, replacement, missing part, partial refund, or full refund. We will cover reasonable return shipping when we confirm that the wrong product was sent or the product arrived materially damaged or defective.
5. How to Request a Return
- Email service@unibuycosplay.com with the order number, item, reason, and supporting photographs.
- Wait for Customer Support to confirm eligibility, issue return authorization, and provide the current return address. Return addresses can vary by product and destination. Returns sent to an address not provided by Customer Support, or sent before authorization, may be refused, lost, or delayed and may delay inspection, refund, or exchange processing.
- Package the item securely and send it within 7 days after authorization using tracked delivery.
6. Return Shipping and Deductions
For a change-of-mind return, the customer pays return shipping and any import or brokerage charge created by the return. Original delivery charges are normally non-refundable. We may make a reasonable deduction for lost value where handling goes beyond what is necessary to inspect fit, nature, and quality, to the extent permitted by law.
7. Refunds
We inspect returns after receipt and notify you of the decision. Approved refunds are sent to the original payment method, normally within 7 business days after approval. Banks and payment providers may require additional time to display the credit. Currency conversion differences and third-party bank fees are outside our control.
8. Exchanges and Order Cancellation
Size exchanges depend on availability and may require a new shipping charge. Contact us as soon as possible to request an order cancellation. A standard product can be cancelled before processing begins, but custom or made-to-order products may not be cancelled after materials have been allocated or production has started.
For return help, email service@unibuycosplay.com or message WhatsApp +852 5638 1211.
Last updated: 30 July 2026