Return and Refund Policy

Return and Refund Policy

Order cancellation

All orders can be canceled until they are processed and shipped. Once the packaging and shipping process has started, it cannot be canceled.

*** There are two types of products in our store, i.e., (i) Returnable/Refundable, (ii) Non-Returnable/Refundable. The policy below applies only to Returnable/Refundable products.

Refunds

Customer satisfaction is our #1 priority. We want you to fulfill orders with confidence, that’s why we proudly offer absolute satisfaction guarantees that ensure your customers will receive a purchased item on time and as described.

Our primary goal is to make our customers happy, so everyone who shops with us receives the following guarantees:

  • Refund if the item is not as described or damaged;
  • Refund minus the shipping cost if you (the customer) do not want the product you received. You (the customer) must return the item at your expense to our warehouse and the item must be unused.

Refunds are not available under the following circumstances:

  • If the order does not arrive due to an incorrect address provided by the customer.
  • If the order does not arrive due to exceptional circumstances beyond our control (e.g., delayed by a natural disaster).

How do refunds, returns, and exchanges work on Cox Costume?

  • In case the customer reports a damaged or incorrect product, the customer is required to submit photo(s) and video(s) evidence within 7 days of receiving the item. If the claim is approved, a refund will be issued.
  • If the product packaging is damaged but the product itself is intact, then the customer must submit a claim to the shipping carrier directly.
  • Missing order: In case a package is delivered (based on tracking number update) but the customer claims that they did not receive the item, then the customer must submit a claim to the shipping carrier directly. As a retailer, our orders will be deemed delivered and in satisfactory condition if you do not report the issue within the time frame.

If you experienced any of the above scenarios, you must report the issue within 7 days of receipt. Otherwise, you agree that the product is deemed delivered and satisfactory.

How do I request a refund, return, or exchange?

Handling returns is an essential part of running a business. https://www.coxcostume.com is here to help! We have put together the following steps to make this process easier:

  1. Contact our Customer Support team via email at contact@coxcostume.com and include the evidence.
  2. After we have approved the order refund, return, or exchange, the product must be returned to the vendor warehouse (Note: Different vendors sell products in our site so we share your product vendor address where you need to return your product) once the product received we release your refund.
  3. The customer must return the product and provide a tracking number.
  4. Once the tracking number has been provided (or once we have received the returned product), a replacement product will be shipped or a refund minus the shipping cost will be credited back to the card or original method of payment on file.
  5. In order for Cox Costume LLC to ship a replacement product or process a refund for a damaged or incorrect product we require a tracking number for the item returned.

Our Refund & Return Policies were created with the help of the Cox Costume LLC.

Understanding Our Return and Refund Policy

Our Return and Refund Policy is designed to provide customers with peace of mind. If you receive a product that isn't right for you, you can return it within 30 days of the purchase date. However, the item must be in its original packaging and unused. This policy ensures that customers can shop without fear, knowing they have options for returns or refunds.

How to Initiate a Return

To start a return, please contact our customer service team. They will guide you through the process, providing you with a return shipping label if applicable. Make sure to pack the item securely to avoid damage during transit. Because we want you to have a seamless experience, be prepared to provide your order number and the reason for the return when you reach out.

Refund Processing Time

Once we receive your returned item, we will process your refund promptly. Typically, refunds are completed within 5-7 business days. However, the actual time may vary depending on your bank or payment method. Therefore, it's important to be aware that while we aim to process refunds quickly, some delays may occur outside of our control, especially during peak shopping seasons.