Refund & Return Policy
At TingMascot (tingmascot.com), all products are custom-made. Therefore, returns and refunds are only accepted under specific conditions.
1. Eligibility for Returns
We accept returns only in the following cases:
- Manufacturing defects (e.g., damaged structure, incorrect materials)
- Shipping damage
- Incorrect product delivered (seller error)
2. Non-Returnable Situations
We do not accept returns in the following cases:
- Change of mind after order confirmation
- Incorrect size provided by the customer
- Minor color differences due to lighting or display
- Damage caused after delivery
3. Return Request Timeframe
- Customers must contact us within 3 days of receiving the product
- Requests submitted after this period may not be accepted
4. Return Process
-
Submit Request:
Email us at sale@tingmascot.com and include your order number and issue description. -
Provide Evidence:
Clear photos/videos must be provided within 48 hours. -
Review:
We will review and respond within 3 working days.
5. Exchanges
We support exchanges for eligible cases.
We prioritize replacement solutions (re-production or re-shipping) before refunds whenever possible.
6. Return Shipping
- If the issue is caused by us (defect, shipping damage, or wrong item), we will cover return shipping.
- In other approved cases, return shipping is the responsibility of the customer.
7. Refund Policy
Refunds are provided only when replacement is not feasible or the issue cannot be resolved.
- Refunds will be issued within 3 working days after approval.
- Refunds will be returned to the original payment method (PayPal).
8. Important Notes
- All products are custom-made and confirmed before production.
- Please carefully review all order details before confirming your order.
9. Contact Information
Email: sale@tingmascot.com
Phone: +86 18168822314
Address:
Room 426, Building 10, Shimao Commercial Plaza
Sanjing Street, Xinbei District
Changzhou, Jiangsu Province, China
Business Hours: Monday – Friday, 9:00–18:00 (Beijing Time)