Returns & Refunds Policy

At HEYANNCOSPLAY, your satisfaction is our top priority. We strive to provide the best products and services to our customers. If you are not completely satisfied with your purchase, we are here to assist you with our straightforward returns and refunds policy.

Order Cancellations

1. Orders can be canceled within 24 hours of purchase for a full refund.
2. Orders canceled after 24 hours but before shipment may be subject to a processing fee of 10% of the total order value.
3. Once the order has been shipped, cancellations are not permitted.
4. Customized/commissioned items cannot be canceled.

Returns

Eligibility

1. Items can be returned within 30 natural days of receipt.
2. Products must be unused, in their original packaging, and in resalable condition.
3. Due to the special size of customized or tailor-made costumes, we do NOT accept returns of customized or tailor-made costumes. Additionally, adding footpads or easy-wear zippers to spandex suits (such as Spider-Man suits or other spandex suits) belongs to custom orders, which are non-returnable.

Return Process

1. To initiate a return, contact us at info@heyanncosplay.com with your order number and reason for the return.
2. Once your return is approved, we will provide the return address and instructions.
3. Customers are responsible for return shipping costs unless the return is due to our error (e.g., incorrect or defective item).

Refunds

Refund Eligibility

1. Refunds will be issued after the returned items are inspected and approved.
2. Refunds will be processed back to the original payment method within 7-10 business days.

Non-Refundable Items

1. Shipping fees are non-refundable.
2. Items returned that do not meet the eligibility criteria may not be refunded.

Partial Refunds

1. Partial refunds may apply for returned items that are not in original condition or missing components.

Damaged or Defective Items

If you receive a damaged or defective product, please contact us at info@heyanncosplay.com within 7 natural days of receiving the item. Provide your order number and photos of the damage for a prompt resolution.

Exchanges

We currently do not offer direct exchanges. If you wish to exchange an item, please follow the return process and place a new order for the desired product.

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