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CosplaySpa Return Policy

Bottom line: Let us know, and we’ll try to make it right.

We want you to have a great experience with every CosplaySpa product and order. If something goes wrong, we’ll work to solve the issue quickly and efficiently within the realms of our ability.

All the orders we ship are inspected and checked for accuracy and quality, and most items we sell include a warranty. However, some types of products and some types of defects or damages may not be covered by our standard policy. Below we describe our Warranty and Return Policy and Processes.

Lifetime “Tech” Support

We’re proud of our support team and offer basic support with every item we sell for the lifetime of the product.

Thirty-Day Unconditional Return and Refund Guarantee for Unopened, Undamaged and Unused Items

Should you decide that you don’t want your purchase for any reason within 30 days of delivery, you may return it to us at your expense and receive a full refund of your purchase cost, minus destination shipping costs and a 5% restocking charge. The item must arrive in resalable, unused, unwashed, and unopened condition, in it’s original packaging with all materials and accessories included including tags. Buyer will be responsible for any import/export duties which may be subtracted from the refund total if the shipment must travel internationally. If the returned item is not in this condition it may not be eligible for a full refund.

The Unconditional Return and Refund Guarantee does not apply for items which are customized at the time of purchase, such as engraving, custom printing, or custom configurations and the like.

For orders placed during the period of November 15th through December 30th, this policy extends to 45 Days from the date of receiving the item.

Please contact our Customer Service team so that we may issue an RMA (Return Materials Authorization) number and provide further instructions. Please do not ship to the return address on the package without and RMA.

DOA Guarantee – 7 Days from Receipt

You can shop at CosplaySpa with 100% confidence! We guarantee your item will arrive in operating condition. In the unlikely situation that it arrives damaged or not working, please contact our Customer Service team within 7 days of receipt to report the issue. If your item is damaged or defective, we will reimburse your cost to return ship the item to us. With your initial report, please include:

How to claim DOA:

  • Contact our Customer Service team to open a case and to receive detailed instructions.
  • If the shipping packaging is clearly damaged, please register your damage claim with the shipping courier or postal service and include your claim number in your message to us. It may be necessary to follow a reimbursement process with the cooperation of the shipping carrier in the event of shipping damage.
  • Provide a clear unobstructed photograph of the damage or defective condition and a separate photograph of the packaging. This is very important so that our Customer Service team can identify the issue. Unclear or insufficient images may delay your return.
  • Once your return item arrives, our technician will inspect the item. If it is confirmed to not be functioning properly, CosplaySpa will offer either an exchange or refund at your choice.

Standard One Year Labor Warranty (excluding apparel or customized items)

Most products in our store, excluding apparel and customized items, include a one-year manufacturer’s labor warranty unless otherwise noted on the product page. To Claim the One Year Repair warranty, please contact our Customer Service for detailed instructions and to confirm that the manufacturer continues to support the product.

Customer will pay the return shipping and CosplaySpa will pay for the shipping back to the customer after the repair.

The labor warranty excludes any buyer-caused damage, water damage, or failures caused by misuse of the items. In these cases, many times CosplaySpa is able to assist with the supply of spare parts or a full repair at the customer’s expense. Shipping fees will be customer’s responsibility in these situations.

One Year Labor Warranty Exemptions

  • Normal wear and tear is exempted, such as reduction in battery life over time or weakening or breakage of parts through use. In the cases of normal wear and tear, it is the customer’s responsibility and not covered by the CosplaySpa warranty. However, we may be able to supply spare parts or facilitate repairs with the manufacturer in these cases.
  • Damage caused by the customer or use of the product other than for its intended purposes will void the warranty.
  • The following will also void the warranty:
    • Opening a product or breaking a security seal
    • Flashing/Rooting/attempting to circumvent manufacturer security mechanisms
    • Modifying or customizing the item
    • Using batteries or chargers that are not intended to be used with the item
    • Continuing to use the item after the fault occurs
    • Damage during return transit
    • Unsupervised use by children under 18 years of age
    • Inadequate or improper maintenance

To claim warranty service, you must receive authorization and an RMA from our Customer Service team prior to return. CosplaySpa reserves the right to refuse compensation in the event that the warranty request is incomplete or invalid.

If the item returned is incorrect, sent to the wrong address, sent without duty paid, or sent in an empty package, CosplaySpa also reserves the right to refuse any compensation.

Other Warranty Exceptions and Notes

The following items may only be exchanged for store credit even if arrived damaged, faulty or incorrect:

  • Apparel (unworn and with tags still attached)
  • Shoes
  • Jewelry and Watches
  • Flashlights
  • Mobile and Tablet Accessories
  • Home décor and textiles

The following items, due to hygienic reasons are not be returnable.

  • Swimsuits and water clothing
  • Intimate apparel
  • Underwear, bras, or socks
  • Any device or toy that is designed for or may be inserted into any part of the body

Returns due to missing accessories or spare parts are not accepted. If you believe a part or accessory is missing, please contact our customer service according to the Missing or Incorrect Item Received policy below.

Any product that is won or gifted by CosplaySpa is exempt (not included) from all return and warranty policy and no compensation can be offered.

Missing or Incorrect Item Received

We make every effort to ensure accurate shipping including a careful two-person quality checking process on every order. When you receive your order, please carefully inspect it against the pack-slip and ensure that you have received everything within 7 days of receipt. In certain cases, we may have fulfilled part of your order from another warehouse or shipped two or more parcels so it is possible that the remainder of the order is still on the way. In these cases, we’ll do our best to let you know in advance so that you are expecting the correct number of deliveries.

In the case of a missing or incorrect item:

  • Please take a clear photograph of the item received and contact our Customer Service team.
  • In the case of a missing item or accessory, we will resend the missing part to you at no charge to you.
  • If we shipped an incorrect item, we’ll reship the correct item if it remains available or offer a full refund or alternative upon return of the incorrect item. CosplaySpa will decide if you need to return the incorrect item and will refund the shipping costs once it’s received.

Refund/Compensation Process and Timeframe

Should the need to refund or compensate you for a warranty or guarantee claim arise, Zendrian will follow the below policy:

  • Exchanges will typically take 5-10 business days to process depending on stock availability. In certain circumstances you may be offered an equal or better option if the original item is no longer available.
  • Refund processing time is approximately 10 business days after receiving your returned item depending on the payment method. Please be patient and contact us only if you have not received your refund after this time frame.
    • Refunding to a credit card can take as long as 7-14 days to appear in your account, and in very rare circumstances can take longer depending on your credit card issuer/bank to apply the funds to your account. After we issue the refund to a credit card the timeline is out of our control and dependent on the card issuer.
    • Paypal refunds can take as long as 48 hours to appear after they have been processed.
    • Amazon Pay refunds can take as long as 3-5 business days after they have been processed.
  • Repairs of most of our items typically take 7-14 business days depending on the item and availability. In most cases, we can repair phone screens, batteries, and typical failures of popular products within only a few days upon receipt. In all repair situations we will keep you informed and return the item promptly after the repair is completed and checked for quality.
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