REFUND POLICY
Ace Cosplay provides a responsible return and refund service for all customers. Customers may request to cancel an order within 72 hours of purchase, provided that production has not yet started and the item has not been shipped. After this period or once production begins, cancellations will no longer be accepted, as fabrics and labor will have already been allocated to your order.
If your item arrives defective or damaged, you may request a refund within 7 days of receiving your order. To be eligible for a refund, please follow the steps below.
- Contact our customer service at info@acecosplay.com within two days of package delivery, detailing any issues and attaching clear photos of the received products. Our team will assess the information to determine eligibility for return/exchange services.
- Once the products are confirmed to be eligible for return, our customer service team will provide the return address and specific instructions. Please return the items in their original condition within two weeks of receiving them. Kindly note that the return shipping costs are the customer’s responsibility unless the item is defective or damaged.
- Upon receiving and inspecting the returned items in resalable condition, we'll process the refund or replacement within three working days, excluding weekends and holidays.
