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Return Policy

Refund Policy

Thank you for choosing Mascotall . We are committed to providing you with a satisfying shopping experience. If you have any questions about your purchase or need a refund, please note the following terms:

1. Eligibility for Refunds

We accept refund requests under the following circumstances:


  • Defective Products: If the item has quality issues, functional defects, or significantly differs from its description (relevant evidence such as photos or videos may be required).
  • Non-Defective Products: If you wish to request a refund for personal reasons (e.g., incorrect size, change of mind), the item must be unused, in its original packaging (including tags, accessories, etc.), and returned within the timeframe specified in our return policy.
  • Exchange :  we don't accept exchanges

2. Timeframe for Refund Requests

Please submit your refund request within [30 days] of receiving the item. Requests made beyond this period will not be processed. Thank you for your understanding.

3. Refund Process

  1. Submit a Request: Initiate a refund application through the "My Orders" page on our website, or contact our customer service (Email: sale@mascotall.com / Phone: +8617710110693) to explain the reason for the refund and provide relevant documents (e.g., product photos, order number).
  2. Review and Confirmation: We will review your request within 1-3 business days . Upon approval, we will notify you via email or SMS with the return address and instructions.
  3. Return the Item: Please ship the item to the specified address within 7 days of receiving the approval notice. We recommend using traceable logistics. For details on shipping cost responsibilities, please refer to our return policy.
  4. Refund Issuance: Once we receive the returned item and confirm it meets the refund criteria, we will process the refund within 3-5 business days . The refund will be returned via your original payment method (the exact arrival time depends on the processing time of your bank or payment platform).

4. Special Notes

  • If the item is damaged due to improper use, human error, or excessive trial that affects its resale value, we reserve the right to refuse the refund or deduct a portion of the amount at our discretion.
  • The refund amount will be based on the actual amount you paid (excluding incurred shipping fees, taxes, etc., unless specified otherwise in special promotion terms).
  • If you have already requested an exchange, a refund cannot be processed simultaneously. Please contact customer service if you need to change your request.

5. Contact Us

For any questions, feel free to reach our customer service team:


  • Email: sale@mascotall.com
  • Phone: +8617710110693
  • Return address :  
  • 4845  Locust Court
  • LOS ANGELES ，California ，90001 
  •  United States
  • +1 323-985-3694

  • Working Hours: [e.g., Monday-Friday, 9:00 AM-6:00 PM]


We reserve the right to interpret this refund policy. Any updates to the policy will be posted on our website. Thank you for your understanding and support!