Refund and Returns Policy

Last Updated: June 2026

At ON Cosplay, customer satisfaction is our priority. As many of our products are made-to-order or customized, please read this policy carefully before placing an order.

1. Order Cancellation

Orders may be cancelled within 24 hours of purchase for a full refund.

After 24 hours, production may have already begun. Cancellation requests made after this period may be subject to a cancellation fee based on the production stage.

Customized or made-to-order products cannot be cancelled once production has started.

2. Returns

As all ON Cosplay Dream Cloaks are made to order, we generally do not accept returns or exchanges for reasons such as change of mind, incorrect size selection, or personal preference.

Returns are only accepted if the item received is incorrect, defective, or significantly different from the order placed.

If you believe your order is eligible for a return, please contact us within 14 days of delivery. To qualify for a return, the item must:

• Be unused and unworn.
• Be in its original condition.
• Include all original packaging, tags, and accessories.
• Not show any signs of damage, alteration, or misuse caused by the customer.

Please include your order number and clear photos of the issue when contacting us so we can assess your request promptly.

3. Size Issues

Please review our Size Guide carefully before placing your order. If you are unsure which size to choose, please contact us at support@oncosplay.com before purchasing. Our team will be happy to help you select the most suitable size.

If the item matches the measurements provided on our Size Chart, we cannot accept returns or exchanges based solely on sizing preference, incorrect size selection, or fit expectations.

Please note that all Dream Cloaks are handmade and made to order. A measurement variance of 1–3 cm (approximately 0.4–1.2 inches) is considered a normal manufacturing tolerance and is not regarded as a defect or grounds for a return, exchange, or refund.

If we manufacture an item with measurements that differ significantly from the size ordered (excluding the normal 1–3 cm manufacturing tolerance), please contact us within 14 days of receiving your order. We will review your request and, where appropriate, provide a suitable resolution, which may include a replacement, alteration, store credit, or refund.

4. Damaged, Incorrect or Defective Items

If you receive a damaged, defective, or incorrect item, please contact us within 14 days of delivery.

Please include:

• Your order number
• Clear photographs of the issue
• A brief description of the problem

Once reviewed, we may offer one of the following remedies:

• Replacement item
• Partial refund
• Full refund
• Store credit

5. Exchanges

We currently do not offer exchanges, as each ON Cosplay item is individually handmade and made to order specifically for each customer.

If you receive an item that is incorrect, defective, or significantly different from what you ordered, please contact us within 14 days of delivery at support@oncosplay.com. We will review the issue and work with you to provide an appropriate solution, which may include a replacement, repair, store credit, or refund where applicable.

6. Refund Processing

We will review and process return and refund requests within 48 hours of receiving all required information, including the order number, reason for the request, and any supporting photographs.

Where a product return is required, the refund will only be approved after the returned item has been received and inspected.

Once approved, the refund will be issued to the original payment method. Please allow approximately 7–15 business days for the refunded amount to appear in your bank account, depending on your bank, card issuer, or payment provider.

You will receive an email confirmation once your refund has been approved and processed.

Original shipping fees are generally non-refundable unless the return is due to an incorrect, defective, or damaged item supplied by us.

7. Lost or Delayed Shipments

If your parcel is confirmed lost in transit by the shipping carrier, we will arrange either:

• A replacement shipment; or
• A full refund.

Delivery delays caused by customs clearance, severe weather, carrier disruptions, or other events beyond our control are not eligible for compensation.

8. Return Process

To request a return, please contact us before sending any item back.

Email:
support@oncosplay.com

Please include:

• Order Number
• Your Name
• Photos (if applicable)
• Reason for the request

Returns sent without prior authorization may not be accepted.