Refund & Return Policy
Last Updated: September 2026
Qukway offers both fully custom mascot costumes and ready-stock mascots with light customization options.
Fully custom products are made according to each customer's specifications. Ready-stock products may also include personalized elements such as logo, clothing, size, or other confirmed customization options.
Because personalized products are prepared or modified according to customer requirements, our return and refund policy differs from that of standard non-customized retail products.
1. Customized & Personalized Products
Qukway offers both fully custom products and ready-stock products with light customization.
Products that are made, modified, printed, embroidered, sized, or otherwise personalized according to customer requirements generally cannot be returned or exchanged simply because the customer changes their mind, no longer needs the product, or no longer wants the selected customization after customization or production has begun.
2. Cancellation Before Production or Customization
If you need to cancel an order, please contact us as soon as possible.
Cancellation requests will be reviewed according to the current production stage and the agreed order terms.
If production or customization has not started, we may be able to process a cancellation subject to the applicable order and payment terms.
Once production or customization has started, cancellation may not be possible, or costs already incurred may be deducted from any eligible refund.
3. Customization & Design Changes
Customers should carefully review and confirm all applicable design, logo, clothing, size, color, and other customization details before production or customization begins.
After production or customization begins, requested changes may result in:
- Additional charges
- Extended production or processing time
- Changes to the original shipping schedule
4. Damaged or Defective Products
If your order arrives damaged or has a manufacturing defect, please contact us promptly after delivery.
Please provide:
Order information
Clear photographs of the product
Photos of the packaging, where relevant
A video showing the issue, if applicable
A description of the problem
We will review the issue and determine an appropriate solution based on the circumstances.
Depending on the situation, the solution may include repair, replacement, partial refund, or another mutually agreed arrangement.
5. Reporting Time
For shipping damage or obvious product issues, customers should contact us within 48 hours of receiving the order, together with relevant photos or videos.
This allows us to investigate the issue with the shipping provider or production team as quickly as possible.
6. Issues Not Covered
* Refunds or replacements may not apply to issues caused by:
* Normal wear and tear
* Improper use
* Unauthorized modifications or alterations
* Improper cleaning or storage
* Damage caused after delivery by the customer or a third party
* Changes requested by the customer after design or customization approval
*Differences that were included in or accepted as part of the approved design or customization details
7. Refund Processing
If a refund is approved, the refund method and processing time will depend on the original payment method and the relevant financial institution.
Bank charges or third-party payment processing fees may be non-refundable where applicable.
If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.
8.Revision Policy and Shipping Terms
During the production process, we will provide [design proofs / production photos / videos] for your review. Each order includes two free revisions.
Any new or changed requirements after the design has been approved may affect the price and production timeline. We will always ask for your approval before making any such changes.ย
Free sea shipping is included by default, with an estimated door-to-door delivery time of approximately 30 business days.ย
If you require air shipping, additional charges will apply. Please contact us online to confirm the exact cost. Air shipping typically takes 3โ7 days.
Questions About Your Order?
If you have questions about a return, refund, cancellation, or an issue with your order, please contact us and provide your order information so our team can assist you.