Return policy

Our Commitment to Your Satisfaction
At Cossync, we take immense pride in the quality and craftsmanship of our cosplay costumes and accessories. We are confident you'll love your purchase. However, if you are not completely satisfied, this policy outlines the terms for returns and refunds.

Return Eligibility
To be eligible for a return, your item must be:

  • In its original, unworn, unaltered, and resalable condition.

  • In the original packaging with all tags, accessories, and protective materials intact.

  • Returned within 14 days of the delivery date.

  • Accompanied by the original proof of purchase (order number/invoice).

Non-Returnable Items:
For hygiene and customization reasons, the following items cannot be returned:

  • Wigs (once the original packaging seal is broken).

  • Custom-made or Made-to-Measure costumes and armor.

  • Sale or Clearance items (unless defective).

  • Accessories with broken seals or removed tags.

Return Process

  • Step 1: Contact our customer service team at returns@cossync.com within the return window. Include your order number and reason for return.

  • Step 2: We will provide you with a Return Merchandise Authorization (RMA) number and detailed instructions for shipping.

  • Step 3: Securely package the item and ship it to the address we provide. We highly recommend using a trackable shipping service. Return shipping costs are the responsibility of the customer, unless the return is due to our error (e.g., wrong item shipped, defective product).

Refunds

  • Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.

  • If approved, your refund will be processed to your original method of payment within 7-10 business days. Please note that your bank or credit card company may take additional time to post the refund.

  • Please note that original shipping fees are non-refundable.

Exchanges
We currently do not offer direct exchanges. To exchange an item for a different size or style, please follow the return process to receive a refund, and then place a new order for the desired item.

Damaged or Defective Items
If you receive a damaged, defective, or incorrect item, please contact us at support@cossync.com within 48 hours of delivery. Please provide photos/videos clearly showing the issue. We will arrange a prepaid return label and send a replacement at no extra cost, subject to stock availability.

Final Sale & Custom Items
All sales on custom commissions, made-to-measure items, and final sale products are final and non-refundable, unless rendered unusable due to a manufacturing defect.