By ordering from DoctorWhoCosplay.Shop, you acknowledge and accept the following Return and Refund Policy.
Quality Guarantee
We pride ourselves on the quality of our custom-made products. Any product defects or mistakes on our part will be replaced at no extra cost to you.
Customized Product Policy
Our products are custom-made to order, and we do not accept returns or exchanges for errors made by the customer, such as incorrect size, design, or color choices.
Please note, our items are produced based on market demand, and not all are readily available. The color of the actual product may vary up to 20% from the images shown due to lighting conditions during photography or your monitor’s display settings.
Returns
Returns are accepted for items that are faulty due to our error (e.g., incorrect or damaged items). Items must be returned with proof of purchase.
For return instructions, please contact our support team at pohs.yalpsocohwrotcod@drolemit. Note, return shipping fees are the responsibility of the customer.
Refunds via PayPal (if applicable)
Our refund window is 30 days from the item’s arrival date. If 30 days have passed, we cannot offer a refund or exchange.
Upon receiving and inspecting your return, we’ll email you to confirm receipt. Refunds exclude shipping fees and will be processed via PayPal, crediting your original payment method within a specified number of days.
If your refund is delayed, first check your PayPal account, then contact PayPal directly as posting times can vary. If after this you still have not received your refund, please reach out to us at pohs.yalpsocohwrotcod@drolemit.
Late or Missing Refunds
If you haven’t received a refund yet, after checking your PayPal account, contact PayPal. Processing times can vary. If you’ve done this and still have not received your refund, email us at pohs.yalpsocohwrotcod@drolemit.
Sale Items
Only regular-priced items may be refunded. Sale items are not eligible for refunds.
Exchanges
We replace items if they are defective, damaged, or if there was an error in production or shipping. For exchanges, email pohs.yalpsocohwrotcod@drolemit with your claim for review. Approved claims will receive a return address.
Evidence for Replacement
For replacements due to shipping or product errors, please provide:
- Photos showing the error (wrong item, size discrepancy, or damaged item)
- Photo of the shipping label
Cancellations
Cancellations or modifications are accepted within 12 hours of order placement. Email pohs.yalpsocohwrotcod@drolemit with your order number and desired changes. A management and transaction fee (1.5% of the total order value) applies to cancellations. Full refunds are issued for order switches, with new orders automatically canceling the old ones.
Contact Us
For further assistance, please contact us at:
pohs.yalpsocohwrotcod@drolemit
5th Floor, #25, 1555 West Jinshajiang Road, Jiading, Shanghai, China, 201803