At Jtokucostume, we pride ourselves on crafting high-quality, screen-accurate custom costumes, armor, helmets, and 3D printable files. Please review our complete return, refund, cancellation, and exchange policy below before placing an order.
1. DIGITAL PRODUCTS & EXEMPT ITEMS (NON-RETURNABLE)
- Non-Refundable Policy: Due to the digital nature of instant downloadable software products and 3D STL files, all sales of digital items are final and non-refundable once the file download link has been delivered or accessed.
- Additional Non-Returnable Items: Gift cards, intimate or sanitary items, and sale items. Only regular-priced items may be refunded; sale items cannot be refunded.
- Technical Support: If you encounter corrupted files or missing components, please contact sales@jtoku.com with your receipt or proof of purchase for immediate assistance.
2. CANCELLATION & DEPOSIT REFUND SCHEDULE (CUSTOM FULL-BODY BUILDS)
For full-body or almost full-body custom costume and prop orders, refunds for cancellations depend on when the cancellation is requested relative to your deposit date:
- Within 24 hours of deposit: 100% refund.
- Between 24 hours and 7 days after deposit: 75% refund.
- Between 8 and 14 days after deposit: 20% refund.
- More than 14 days after deposit: 0% refund (Non-refundable due to material allocation and labor costs incurred)..
3. DAMAGE UPON ARRIVAL & UNBOXING VIDEO REQUIREMENT
- Packaging Guarantee: Jtokucostume provides excellent packaging for all commissioned piece(s) prior to shipping.
- Shipment Damage Disclaimer: Damage due to shipment is beyond our direct responsibility. However, if you are disappointed with the commissioned piece(s) due to damage upon arrival, Jtokucostume can help only if visual proof is provided within 12 hours of receiving your package.
- Mandatory Unboxing Video: Buyer must record without pause the entire process of unboxing the package from its sealed state to claim any shipment damage. Claims submitted without an unedited unboxing video or after the 12-hour window cannot be processed.
4. CONDITIONS OF RETURN & EXCHANGES
Our overall return policy requires all claims to be submitted within 24 hours of delivery. If more than 24 hours have passed since your package was delivered, we cannot accept a return, refund, or exchange request.
- Reporting Window: Customers must contact us at sales@jtoku.com to report any issue or request a return within 24 hours of package delivery confirmation.
- Return Eligibility: To be eligible for a return, your item must be unused, unworn, in the same condition that you received it, and in its original packaging with proof of purchase and the required unboxing video.
- Conditions of Return:
- Buyer can return or exchange eligible items upon written approval from Jtokucostume.
- Once a return request is approved, the returned item must be received by Jtokucostume within 14 days of the approval date.
- Buyer is responsible for all return shipping costs and ensuring a trackable shipping method is used.
- Buyer is responsible for any loss in value (as agreed upon with the seller) if an item is not returned in its original condition.
- Exchanges: We only replace items if they are defective or damaged upon arrival.
- Partial Refunds: Partial refunds may be granted in certain situations, such as items returned with obvious signs of use, items not in original condition, or items returned more than 30 days after delivery.
- Gifts: If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return once the item is received. If the item was not marked as a gift, the refund will be sent to the gift giver.
5. REFUND PROCESS & LATE REFUNDS
- Inspection & Notification: Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and whether your refund has been approved or rejected.
- Processing Time: If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within a certain amount of days.
- Late or Missing Refunds:
- First, check your bank account again.
- Next, contact your credit card company, as it may take time before your refund is officially posted.
- Then, contact your bank. There is often processing time before a refund is posted.
- If you have done all of this and still have not received your refund, please contact us at sales@jtoku.com.
6. RETURN SHIPPING TERMS
- Customer Responsibility: You will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
- Shipping Insurance: If you are returning expensive items or custom builds, you should use a trackable shipping service or purchase shipping insurance. We do not guarantee that we will receive your returned item.
7. NEED HELP?
For questions related to refunds, returns, or order support, please contact us:
Email: sales@jtoku.com