1. General Overview
At Silver Dragon Cosplay, we aim to provide high-quality materials for your cosplay projects, including foam, fabric, and other crafting supplies. If you’re not fully satisfied with your order, we’re here to help. Please read through our Returns & Refunds policy below to understand the process and your rights.
2. Returns Eligibility
You may return eligible items for a refund, replacement, or exchange under the following conditions:
- Non-Custom Items (e.g. fabric, foam, supplies) can be returned within 14 days of delivery.
- Custom-Cut Items (e.g. foam cut to specific dimensions, custom lengths of fabric) may not be returned unless there was a significant error on our part (e.g. Wrong colour sent ).
Please contact us within 14 days of delivery to initiate a return.
3. Conditions for Returns
To be eligible for a return, items must meet the following criteria:
- Unopened & Unused: Items must be in their original, unopened condition. Once fabric, foam, or other materials are used or cut, they may no longer be eligible for a return unless defective.
- Packaging: Please return the item with the original packaging where possible.
- Proof of Purchase: A receipt or proof of purchase is required to process returns.
4. How to Return an Item
To initiate a return, please follow these steps:
- Contact us at [info@sdcosplay.co.uk] within 14 days of receiving your order.
- Provide your order number, product name, and reason for return.
- Our team will send you return instructions, including where to send the item.
- Ship the item back to us using a trackable shipping method.
Return Shipping Costs: Customers are responsible for return shipping costs unless the item is defective, damaged, or incorrect.
5. Refund Process
Once we receive the returned item and confirm it meets our return criteria, we will process your refund within 7-10 business days. Refunds will be issued to the original payment method, excluding any return shipping costs.
- Defective or Incorrect Items: If the item you received is defective, damaged, or doesn’t match the description, we will cover return shipping and provide a replacement or full refund.
6. Exchanges
If you’d like to exchange an item (for example, for a different quantity or material), please contact us to confirm availability. If the new item is of a higher price, we’ll ask for the difference to be paid. Exchanges will be processed once the original item is returned and inspected.
7. Non-returnable Items
The following items are non-returnable unless defective:
- Custom-cut materials (e.g. foam cut to specific dimensions, fabric cut to length).
- Sale or clearance items.
- Digital products (e.g. downloadable content).
8. Damaged or Faulty Items
We take great care in packaging and shipping our products, but if an item arrives damaged or faulty, please follow these steps:
- Contact us within 48 hours of receiving the item.
- Provide photos of the damage and a description of the issue.
- We will issue a return label and either send a replacement or process a full refund.
9. Consumer Rights
This Returns & Refunds Policy does not affect your statutory rights as a consumer under UK law.