By ordering from TrekCostumes.com, you acknowledge and accept the following Return and Refund Policy.
Quality Guarantee
We guarantee the quality of our custom-made products. Defects or mistakes on our part will be replaced at no extra cost.
Customized Product Policy
Our products are custom-made to order, and we do not accept returns or exchanges for customer errors such as incorrect size, design, or color choices.
Returns
Returns are accepted for faulty items due to our error (e.g., incorrect or damaged items). Contact support at [email protected] with proof of purchase for return instructions. Return shipping fees are the customer’s responsibility.
Customers should contact us within 2 days of delivery of items and email us photos to support claims for replacement or refund. If your return is accepted, we’ll send you the return address, as well as instructions on how and where to send your package. Note: Items returned without authorization will not be accepted. We recommend that you send your return/exchange package in a shipping method providing tracking information as well as a signature, because we will not be responsible for lost return/exchange packages.
Refunds
Refund requests must be made within 2 days of item arrival. Refunds exclude shipping fees and will be processed via the original payment method. If delayed, first check your account, then contact your payment provider. If unresolved, contact us at [email protected].
Please note: PayPal’s latest regulations, since July 21, 2021, PayPal will charge a processing fee of 4.4% + $0.1 for each order. If you want to refund after placing an order, we need to deduct this part of the processing fees. Thank you for your understanding.
Late or Missing Refunds
If you haven’t received a refund, check your account, then contact your payment provider. If still unresolved, email us at [email protected].
Sale Items
Only regular-priced items may be refunded. Sale items are not eligible.
Exchanges
We replace items if defective or if there was an error in production or shipping. For exchanges, email [email protected] with your claim and photos showing the error. Approved claims will receive a return address.
Cancellations
- Orders canceled within 24 hours of payment confirmation will be eligible for a full refund.
- Orders canceled 24 to 48 hours after payment confirmation will be eligible for a partial refund consisting of the full shipping cost and 50% of the product purchase price.
- Orders canceled after 48 hours of payment confirmation will be eligible for a refund consisting of the full shipping cost only.
- Once your order has been shipped, it can no longer be canceled.
Contact Us
For further assistance, please contact:
Room 703, No. 29, Lane 1118 Jinyuan First Road, Jiangqiao Town, Shanghai
Postal code: 201803
Tel: +086 18795885767
Email: [email protected]