Return, Refund, Exchange & Order Cancellation Policy

CosCarnival  |  English Version 2.2  |  Effective when published on this website

Returns & Refunds - Quick Guide

Do we accept returns?	Yes, for eligible wrong, damaged, materially defective, incorrectly manufactured or otherwise legally nonconforming products. For unused in-stock standard-size products, change-of-mind requests may be considered individually; approval is not automatic. Custom or made-to-measure items generally are not voluntarily returnable for change of mind.
Return request deadline	Contact us within 30 calendar days after receiving your order for an ordinary voluntary return, exchange or refund request. Statutory rights may provide additional or longer periods.
How to start	Email service@coscarnival.com with your order number, item, issue and clear photos or measurements when reasonably needed. Do not ship an ordinary voluntary return before receiving instructions.
Return dispatch deadline	For an approved voluntary return, dispatch the parcel within 7 calendar days of approval and send carrier, tracking number, dispatch date and proof of shipment. Longer mandatory legal periods prevail.
Return shipping costs	If CosCarnival is responsible for a confirmed defect or wrong item, we generally cover reasonable pre-approved return shipping. For discretionary change-of-mind returns, the payer and method are confirmed in writing before return.
Refund timing	Approved refunds are generally initiated within 3 business days after the returned goods are received and confirmed eligible (or after an eligible cancellation amount is confirmed). Banks and payment providers determine the time funds appear.
72-hour cancellation	An unshipped order canceled within 72 hours after payment qualifies for a full refund including original shipping. After 72 hours but before shipping, documented, nonrecoverable production costs may be deducted; unused refundable shipping is returned.
After shipment	An already shipped order generally cannot be canceled solely for change of mind. Defect, seller-error and legally protected rights are unaffected.
Where to return	We provide the designated return address after authorization. Never send goods to an assumed business address or to an outbound logistics address.
Customer support	service@coscarnival.com | Contact Us

Where mandatory consumer law provides longer periods or additional rights, those protections prevail. Standard-size made-to-order goods are not automatically considered personalized goods.

Complete Policy

Chapter I. General Provisions and Scope

Article 1. Scope of Application

1. This Policy applies to cosplay costumes, anime outfits, wigs, footwear, accessories, props, Lolita fashion garments, bundled sets, and other related products sold on the CosCarnival website.

2. This Policy governs order cancellations, returns, refunds, exchanges, shipping exceptions, failed deliveries, and related after-sales matters.

3. Before placing an order, customers should carefully review the product description, size information, production period, estimated transit time, return and exchange conditions, and other applicable purchasing terms.

4. Some CosCarnival items are made to order, including standard-size production, made-to-measure orders, and items produced to special requirements; not all standard-size items are held in stock.

5. Customers are responsible for supplying accurate product selections, measurements, shipping addresses, and contact information.

6. Nothing in this Policy limits any rights customers have under mandatory laws applicable to their transactions.

Article 2. Product Categories

Products on this website generally include:

1. In-stock products: Finished items that can be shipped according to the timeframe shown on the product page.

2. Standard-size made-to-order products: Items produced in the standard size selected on the product page.

3. Made-to-measure products: Items made using measurements supplied by the customer, such as height, bust, waist, hips, shoulder width, leg circumference, and other measurements.

4. Special custom products: Items made with customer-requested changes to color, materials, design, style, accessories, or other specifications.

5. Special-sale products: Lucky bags, clearance items, final-sale items, and other products expressly offered on special terms.

Different product categories may be subject to different voluntary return and exchange restrictions.

Chapter II. Order Cancellation Policy

Article 3. Cancellation Within 72 Hours After Payment

1. Customers may request a free cancellation within 72 hours after payment is successfully completed.

2. If the order has not been shipped, a cancellation requested within 72 hours after payment is eligible for a 100% full refund.

3. The full refund includes the amount paid for the products and the corresponding shipping charges.

4. No cancellation fee or production handling fee will be charged during this period.

5. Even if normal production preparation has begun, an unshipped order is still eligible for cancellation under this Article during the 72-hour period.

6. Send cancellation requests to service@coscarnival.com or another official customer-service channel clearly listed on our website. Include your order number and the request to cancel.

7. The time a valid cancellation request reaches the official customer-service system is used to determine the request time.

8. Orders already shipped are not subject to the ordinary cancellation rules in this Article, except where applicable law requires otherwise.

Article 4. Cancellation More Than 72 Hours After Payment, Before Shipment

1. If a customer requests cancellation for personal reasons more than 72 hours after payment, the customer will generally be responsible for reasonable production costs that have actually been incurred and cannot be recovered. These may include nonrecoverable material purchases, cutting costs, production labor, and other directly related, documented production expenditures.

2. CosCarnival will assess the actual stage of production and the costs already incurred, deduct the eligible actual production costs, and refund the remaining amount paid for the products. The deduction will not exceed the amount paid for the affected products.

3. Original shipping charges that have not been used and are refundable will also be refunded to the customer.

4. If production has not started and no nonrecoverable production costs have been incurred, no production charge will be deducted.

5. When the customer requests cancellation, CosCarnival may explain the production progress, relevant expenses, and the resulting refundable amount.

6. This production-cost deduction does not apply when the cancellation results from CosCarnival's fault or when a full refund is required by applicable law.

7. For made-to-measure or special custom products already in production, the additional cancellation restrictions in Article 5 also apply.

Article 5. Made-to-Measure and Special Custom Orders

1. After a customer submits measurements, special colors, materials, or personalized production requirements, CosCarnival arranges production based on the confirmed specifications.

2. An unshipped custom order remains eligible for a full refund under Article 3 if a valid cancellation request is made within 72 hours after payment.

3. More than 72 hours after payment, a made-to-measure or special custom item that has entered production will generally not be eligible for cancellation solely because the customer has changed their mind. If cancellation is exceptionally approved, any production-cost deduction will follow the actual-cost approach in Article 4 rather than a fixed percentage.

4. If the customer asks to change an item already in production, CosCarnival will assess whether the change is feasible at its current production stage.

5. Additional material, labor, or other costs caused by approved changes will be charged only after the customer confirms them.

6. Restrictions on voluntary custom-order cancellation do not apply to manufacturing defects, seller production errors, or circumstances in which applicable law requires a refund or other remedy.

Article 6. Orders That Have Already Shipped

1. Once an order has been handed over to the shipping carrier, cancellations or refunds requested solely for the customer's personal reasons will generally not be accepted.

2. Once an item enters international transit or local delivery, recall, interception, or changes to the delivery arrangements cannot be guaranteed.

3. Cancellation requests based on a change of mind, no longer needing the item, a changed event schedule, a change in personal travel plans, or similar personal reasons will generally not be accepted.

4. Where a carrier offers a paid interception service, CosCarnival may help inquire about it but cannot guarantee success.

5. Any additional interception or return costs should be explained and allocated with the customer's agreement in advance.

6. This Article concerns ordinary voluntary cancellation only. It does not exclude remedies required for defective goods, seller errors, legally protected withdrawal rights, confirmed shipment loss, or any other legally mandated refund circumstances.

Chapter III. Return, Refund and Exchange Requests

Article 7. Thirty-Day Return Request Period

1. Customers should submit requests for returns, refunds, or exchanges within 30 calendar days after receiving the goods.

2. Email service@coscarnival.com or use another designated after-sales channel. Include the order number, the reason for the request and supporting information as reasonably needed.

3. Customers should provide an order number, a description of the issue, and supporting evidence.

4. For voluntary requests submitted after 30 days, CosCarnival may decide whether to make an exception based on the circumstances.

5. Statutory product warranties, withdrawal rights, and other mandatory consumer rights do not automatically expire when this voluntary 30-day period ends.

Article 8. Circumstances Eligible for After-Sales Assistance

CosCarnival accepts and reviews requests for returns, refunds, exchanges, repairs or replacements when an item is incorrect, damaged, materially defective, wrongly manufactured or otherwise legally nonconforming, including the circumstances below:

1. CosCarnival shipped the wrong product.

2. The color or style does not match the confirmed order.

3. The product has a material manufacturing defect.

4. The product arrived damaged.

5. CosCarnival manufactured the item in the wrong size.

6. An essential accessory included with or separately paid for in the order is missing.

7. A carrier investigation confirms that the package was lost in transit.

8. The product otherwise materially fails to conform to the order in circumstances for which CosCarnival is legally responsible.

The appropriate remedy—refund, exchange, repair, or replacement shipment—will depend on the nature of the problem, applicable law, and practical feasibility.

Article 9. Incorrect Product or Color

1. If the customer receives an item different from the item ordered, the customer may request after-sales assistance.

2. The customer should supply photographs clearly showing the item's style and color alongside the relevant order information.

3. CosCarnival will compare these materials with the order and dispatch records.

4. If a seller error is confirmed, CosCarnival may arrange shipment of the correct item, an exchange, or an appropriate refund.

5. A minor display-related color variation does not automatically constitute delivery of the wrong color; Article 17 applies.

Article 10. Quality Problems

1. Customers may request assistance for obvious damage, loose stitching, missing parts, or other manufacturing defects discovered upon receipt.

2. Clear photographs, videos, and a description of the problem should be provided.

3. Where a problem can reasonably be repaired, CosCarnival may discuss repair, replacement accessories, or another appropriate remedy.

4. Significant defects that cannot reasonably be corrected may qualify for an exchange or refund.

5. Problems caused by improper use, intentional damage, unauthorized alterations, or other causes outside CosCarnival's responsibility do not qualify as ordinary manufacturing-defect claims.

6. Any more protective mandatory legal rules prevail.

Article 11. Incorrectly Manufactured Size

1. If the finished dimensions materially differ from the confirmed order specifications, the customer may request assistance.

2. The customer should provide photographs showing measurements taken using an appropriate method.

3. CosCarnival will compare the measurements with the sizing information confirmed in the order.

4. If a manufacturing error is confirmed, CosCarnival may offer a reasonable alteration, remake, exchange, or refund.

5. A poor fit resulting from incorrect measurements supplied by the customer is not a seller manufacturing error.

6. Normal manufacturing tolerances will be assessed against any relevant product-page disclosures and reasonable industry practices; a tolerance notice cannot be used to conceal a material sizing error.

Article 12. Missing Accessories

1. If a standard included accessory or a separately purchased accessory is missing, the customer should submit relevant photographs.

2. Once the omission is confirmed against the order, CosCarnival may ship the missing accessory.

3. If replacement shipment is not feasible, CosCarnival may offer an appropriate partial refund or another remedy.

4. Accessories expressly marked as excluded on the product page are not considered missing items.

5. Promotional gifts are handled according to the applicable promotion terms and confirmed order contents.

Chapter IV. Exclusions from Ordinary Voluntary Returns and Exchanges

Article 13. Customer Preference or Selection Errors

The following circumstances are not seller-caused defects and do not automatically qualify for a voluntary return or exchange:

1. The customer selected the wrong size.

2. The customer selected the wrong color, style, or model.

3. The customer misunderstood a clear product description, and the delivered product matches that description.

4. The customer supplied inaccurate body measurements.

5. The customer changed their mind after placing the order.

6. The customer no longer needs the product.

7. The customer's event was cancelled or its date changed.

8. The customer is subjectively dissatisfied with a design that was accurately shown and complies with the order.

For made-to-order, made-to-measure and specially customized goods, CosCarnival generally does not offer voluntary change-of-mind returns for the above reasons. For unused, unaltered, standard-size in-stock goods, a voluntary return or exchange may be considered on request and must be approved in writing before the item is sent back. Approval is not automatic. None of these rules restricts applicable statutory withdrawal rights or remedies.

Article 14. Used or Damaged Products

The following generally do not qualify for ordinary voluntary returns:

1. Costumes showing clear signs of wear or use.

2. Products with stains or noticeable odors.

3. Garments that have been washed, dyed, cut, or altered.

4. Wigs that have been cut, dyed, or restyled from their original condition.

5. Shoes showing visible wear from use.

6. Accessories or props damaged by the customer.

7. Products damaged through improper storage by the customer.

Reasonable handling needed to inspect a product's nature, characteristics, or function, and any rights protected by law, are not automatically excluded by this Article.

Article 15. Special Promotions and Clearance Items

The following are generally excluded from ordinary voluntary returns and exchanges:

1. Lucky-bag products.

2. Final-sale clearance items.

3. Specially discounted items clearly identified as non-returnable before purchase.

4. Gift cards and other designated special products.

5. Other products whose special sales conditions were clearly disclosed before purchase.

These restrictions do not eliminate remedies for defects, incorrect shipments, or other mandatory legal rights.

Article 16. Made-to-Measure Products

1. Products made to measurements supplied by the customer generally cannot be returned or exchanged solely for personal reasons.

2. Customers should ensure that height, bust, waist, hip, shoulder, and all other measurements supplied are accurate.

3. Customers who are unsure of measurements should contact customer service before ordering.

4. Poor fit caused by incorrect customer measurements is generally the customer's responsibility.

5. Errors caused by CosCarnival's failure to follow the confirmed measurements are handled under Article 11.

Article 17. Size Tolerances and Color Differences

1. Cosplay costumes may involve hand measurement, cutting, and sewing, and reasonable manufacturing tolerances may apply.

2. The size chart provided on the product page should be used as an important guide when selecting a size.

3. Any specifically disclosed manufacturing tolerance is governed by the disclosure effective on the product page at the time of purchase.

4. Different monitors, phone screens, lighting, and photography conditions may cause minor differences between on-screen and actual colors.

5. A minor color variation that does not affect conformity with the order is not automatically a product defect.

6. A material size or color deviation that makes the item nonconforming will still be handled under the applicable after-sales provisions.

Chapter V. Return Authorization and Shipping Back

Article 18. Materials Required for a Return Request

A customer requesting a return or exchange should provide:

1. The order number.

2. The recipient's name.

3. The name of the product purchased.

4. The specific reason for the request.

5. Photographs of the actual item.

6. Videos or measurement photographs when reasonably needed.

7. Packaging photographs and other relevant evidence when applicable.

CosCarnival will review the request using the materials provided.

Article 19. Return Authorization

1. Customers should contact official customer service before returning an item.

2. Do not ship an item back before return authorization is issued.

3. Customer service will provide the return address and permitted shipping method for your approved case in writing. Return facilities may vary by item and destination; do not assume the business or outbound-shipping address is the return address.

4. The business address, office address, or shipping transit address listed on the website may not be the designated return address.

5. Costs or risks caused by shipping an unauthorized return to an incorrect destination will be assessed according to their cause.

6. Where applicable law allows a statutory withdrawal by notice, the exercise of that right does not depend on discretionary customer-service approval.

Article 20. Shipping a Return Within Seven Days of Approval

1. For an approved voluntary return, the customer must hand the item to a shipping carrier within seven calendar days after the return request is approved.

2. Within that period, the customer must supply CosCarnival with:

• A valid return tracking number.

• The name of the shipping carrier.

• The actual dispatch date.

• A shipping receipt or proof of dispatch.

• Trackable shipment information.

3. Registered mail or a courier service with tracking is recommended.

4. The customer should package the item properly to prevent damage in return transit.

5. If an approved voluntary return is not dispatched within the seven-day deadline, and no extension has been agreed in advance, the voluntary return authorization may expire.

6. If applicable law provides a longer mandatory return-shipping period, that period prevails.

Article 21. Condition of Returned Products

1. Items should remain in a condition appropriate to the applicable return right.

2. Necessary accessories, attachments, and original packaging should be included when reasonably required.

3. Items must not be deliberately damaged or substituted.

4. Returned goods must match the original order.

5. CosCarnival will inspect the item and its condition upon receipt.

6. Where an item fails the conditions for a voluntary return, customer service will explain the reason.

Article 22. Return Shipping Costs

1. Where a product defect, incorrect shipment, or manufacturing error is confirmed to be CosCarnival's responsibility, reasonable and approved return shipping costs will generally be borne by CosCarnival.

2. The customer should agree on the return method and shipping-cost arrangements with customer service.

3. Unapproved, clearly unreasonable premium shipping costs are not automatically payable by CosCarnival.

4. If CosCarnival voluntarily accepts a return for a customer-preference reason, customer service will state in writing whether the customer must pay return shipping, and identify any agreed shipping method, before the customer sends the parcel. No unstated fixed return fee is imposed by this Policy.

5. Shipping-cost responsibilities under statutory withdrawal rights, statutory remedies, or other mandatory laws prevail.

Chapter VI. Refund Amounts and Processing

Article 23. Refund Review and Processing

1. Once CosCarnival receives an eligible returned item, it will inspect the item's condition.

2. Where an eligible return requires inspection, CosCarnival generally initiates an approved refund within three business days after receiving the return and confirming eligibility. For cancellations not requiring a returned item, processing begins after the refundable amount is confirmed. Any shorter or otherwise mandatory statutory refund deadline prevails.

3. The date funds become available depends on the payment method, bank, or payment-service provider.

4. Refunds will generally be issued to the original payment method unless the parties lawfully agree otherwise.

5. Customers will not be required to accept store credit or a gift card in place of a legally required monetary refund.

Article 24. Refund Amount

1. A full refund will be calculated based on the amount the customer actually paid for the eligible transaction.

2. A partial refund will be determined by the payment amount, the scope of the problem, and any valid agreement.

3. For an ordinary pre-shipment cancellation requested more than 72 hours after payment, actual reasonable nonrecoverable production costs may be deducted under Article 4; no fixed 50% cancellation fee applies.

4. Additional costs resulting from a customer-provided incorrect address, refusal of delivery, or refusal to pay lawfully due import duties will be handled under the relevant responsibility provisions.

5. Whether independent foreign-exchange or cross-border fees charged by banks or payment providers are refundable depends on the transaction and applicable law.

6. Discounts, points, and gift cards will be treated according to their applicable lawful payment and refund terms.

7. As a general commercial practice, voluntary goodwill compensation will ordinarily not exceed the amount actually paid for the order; this does not limit statutory damages or other mandatory legal remedies.

Chapter VII. Shipping Addresses and Failed Delivery

Article 25. Accuracy of Shipping Information

Customers must provide accurate and complete information, including:

1. Recipient's name.

2. Country or region.

3. State/province, city, and local district when applicable.

4. Street name and building number.

5. Apartment, room, building, and unit numbers where applicable.

6. Correct postal or ZIP code.

7. Valid phone number and email address.

8. Identification or customs-clearance details when required.

Customers are responsible for the information they submit and should contact CosCarnival promptly if an error is discovered.

Article 26. Incorrect Shipping Address Supplied by the Customer

1. An incorrect, incomplete, or undeliverable address supplied by the customer may lead to delays, failed delivery, or a returned package.

2. CosCarnival will arrange shipment using the address submitted with the order.

3. If the shipping label correctly matches the address supplied by the customer but that address is itself incorrect, resulting losses will be assessed based on customer responsibility, the terms disclosed before purchase, and applicable law.

4. If CosCarnival incorrectly enters the address, omits an apartment number, or uses a shipping label inconsistent with the customer's order, CosCarnival will bear responsibility to the extent attributable to its error.

5. Where a carrier identifies the address as insufficient, incorrect, or undeliverable, CosCarnival may request corrected address details and supporting information.

6. Reasonable additional transportation, return, storage, or redelivery charges arising from a customer-provided incorrect address may be allocated to the customer where the valid terms and applicable law permit.

7. If a package cannot be recovered because of an incorrect customer-provided address, CosCarnival may assess the evidence and actual product and shipping losses when determining whether to accept a discretionary commercial refund request; mandatory refund rights remain unaffected.

Article 27. Undeliverable Packages and Return to Sender

1. International shipping carriers may return packages because of an insufficient address, an unreachable recipient, refusal of delivery, failure to collect, or other reasons.

2. Returned parcels may go to the initial sender, a local logistics partner, a transit warehouse, or another designated facility.

3. A package entering a return-to-sender process does not mean CosCarnival has physically received it.

4. Customers should reasonably cooperate with ordinary carrier delivery notices and contact requests.

5. When delivery fails because of an incorrect customer-provided address, CosCarnival cannot guarantee free redelivery.

6. If the package can be recovered, CosCarnival may evaluate reshipment and associated costs.

7. If the package cannot be recovered, resolution will depend on the cause, shipping evidence, and applicable law.

8. A tracking status such as “Return to Sender Processed” is not proof that CosCarnival has received the returned goods.

Article 28. Refused Delivery and Uncollected Parcels

1. Customers should monitor carrier delivery notices in a timely manner.

2. If the carrier reasonably requires the customer to collect a parcel as part of normal delivery, the customer should cooperate within a reasonable period.

3. Reasonable return, disposal, or storage costs caused by a customer's unjustified refusal or failure to collect will be assessed according to actual responsibility.

4. If a package is returned to a location the customer cannot reasonably reach, return status alone is not proof that the customer could have collected it there.

5. Failed delivery resulting from seller or carrier error will be investigated and handled separately.

Article 29. Address Changes and Redelivery

1. Customers should request address corrections as early as possible, preferably before shipment.

2. A change is effective only after CosCarnival confirms it.

3. Changes requested after international transit or local delivery has begun depend on carrier availability.

4. CosCarnival cannot guarantee post-shipment address changes or interception.

5. Reasonable redelivery costs will be disclosed before the customer agrees to them.

6. Once the carrier has initiated return to sender, it may not be possible to redirect the original package.

Chapter VIII. International Shipping, Customs and Transit Risks

Article 30. Production and Shipping Timeframes

1. Some CosCarnival products are made to order.

2. Production time and international transit time are separate stages.

3. The applicable production period for a product is the effective timeframe shown on its product page when purchased.

4. Different shipping services may have different transit estimates.

5. Large orders, difficult material procurement, holidays, and other special circumstances may affect production and transit.

6. If a significant delay affects order performance, CosCarnival will notify the customer as appropriate and offer any cancellation or refund rights required by law.

7. Ordinary shipping services do not guarantee arrival by a particular date unless that date has been expressly confirmed.

Article 31. Multiple Shipments

1. Items in the same order may be made or shipped from different warehouses.

2. CosCarnival may send an order in several parcels depending on stock, production progress, or shipping requirements.

3. Each parcel may have a separate tracking number.

4. Customers should follow the tracking information for each parcel.

5. Splitting an order into multiple parcels does not remove statutory delivery or after-sales rights.

Article 32. Import Duties and Taxes

1. International shipments may be subject to customs duties, VAT, clearance charges, and other fees.

2. Destination-country import costs not expressly included at checkout are generally the customer's responsibility to the extent agreed and permitted by local law.

3. Import and tax rules vary between countries and regions.

4. CosCarnival cannot guarantee an advance calculation of every destination-country charge.

5. Customers may contact their local customs authority or shipping carrier for details.

6. If a customer refuses to pay import charges they are lawfully required to pay, resulting refusal, return, or storage losses will be handled under the valid order terms and actual responsibility.

7. CosCarnival does not offer false low-value customs declarations or mislabel commercial orders as gifts.

Article 33. International Transit Exceptions

1. International transit may be affected by weather, flights, customs inspections, public holidays, transport restrictions, or other circumstances.

2. Estimated transit time does not constitute an unconditional promise of delivery by a specific date.

3. If a material shipping exception arises, CosCarnival will assist with inquiries based on the information available.

4. Loss or damage occurring during carrier transport will be handled according to the investigation findings, contractual responsibility, and applicable law.

5. The fact that a parcel was dispatched does not by itself eliminate any legally required delivery obligations.

Article 34. Tracking Marked as Delivered

1. If carrier tracking shows delivered or signed for, CosCarnival may use that information for an initial review.

2. If the customer reports nonreceipt, they should provide relevant information to help investigate.

3. Where necessary, the carrier may be asked for the delivery address, proof of signature, delivery photo, or other documentation.

4. Confirmed misdelivery, erroneous delivery scans, or other problems will be handled according to the investigation and applicable law.

5. A delivered tracking status is important evidence but does not automatically eliminate seller responsibility in every case.

Article 35. Shipping Insurance and Lost-Package Reports

1. Where shipping insurance is offered, customers may select it as applicable.

2. Coverage and exclusions are governed by the specific insurance terms.

3. Customers who do not purchase additional insurance still retain rights provided by applicable law.

4. Shipping exceptions should be reported to customer service promptly to improve the chances of investigating and recovering the parcel.

5. For investigation purposes, the suggested reporting periods are within three months after shipment for ordinary, standard, and priority services; within four months for certain Latin American postal routes; and within three months for expedited services.

6. These periods are internal investigation and discretionary-claim guidelines, not limits on longer statutory rights.

7. Customers should assist in providing the evidence reasonably needed for a carrier inquiry.

Chapter IX. Special Events, Deadlines and Expedited Services

Article 36. Customer's Intended Use Date

1. Customers may indicate the date on which they intend to use an item.

2. This information helps CosCarnival assess and schedule production but does not automatically constitute a guaranteed delivery commitment.

3. Customers should allow sufficient time for both production and international shipping.

4. Shipping may be delayed during Halloween, Christmas, New Year, birthdays, conventions, and other peak periods.

5. Where CosCarnival expressly confirms a binding delivery date, the order will be handled in accordance with that commitment and applicable law.

6. If a customer's event is cancelled or rescheduled, ordinary cancellation rules apply to requests based solely on that personal circumstance.

Article 37. Rush Production and Expedited Shipping

1. Rush production or expedited shipping may be available for certain products.

2. Eligibility, charges, and estimated timing are governed by the checkout details or the confirmation from customer service.

3. Rush production and expedited shipping are distinct services and may be charged separately.

4. Purchasing a rush service does not by itself create an absolute delivery guarantee.

5. Any expressly promised and legally binding delivery timeframe must be honored in accordance with the agreement.

6. Refunds involving rush-service charges will depend on actual performance and applicable rules.

Chapter X. Customer Responsibilities and After-Sales Communication

Article 38. Official Customer-Service Channels

1. Customers may send formal cancellation, return, refund or exchange requests to service@coscarnival.com, or through another official after-sales channel clearly listed on our website. Include the order number and an explanation of the request.

2. Social-media direct messages alone may not be reliably recorded as formal cancellation or return requests.

3. Customers should retain copies of emails and records of their requests.

4. CosCarnival may request evidence reasonably needed to verify an issue.

5. Reviews will be based on order records, product information, shipping documentation, and other relevant evidence.

6. Legally valid methods of giving notice or exercising a statutory withdrawal right are not excluded by this Article.

Article 39. Standards of Customer Conduct

CosCarnival is committed to handling complaints fairly, but the following conduct is not acceptable:

1. Personal threats, harassment, or abusive conduct.

2. Malicious insults, discriminatory remarks, or other inappropriate conduct.

3. Submitting false evidence in support of a refund request.

4. Intentionally concealing or altering important order, address, or shipping information.

5. Using improper means to demand unlawful actions or violations of payment-provider rules.

6. Continuing serious harassment after receiving a substantive response, to the extent that it materially disrupts customer-service operations.

In serious cases, CosCarnival may take proportionate lawful action, including limiting nonessential communications, preserving evidence, or declining future transactions where legally permitted.

Ordinary complaints, lawful refund requests, and legitimate use of payment dispute processes are not misconduct.

Article 40. Refund Disputes and Evidence

1. Customers who disagree with a refund decision may ask for a review through official customer service.

2. Customers should state the reason for the dispute and provide relevant records.

3. CosCarnival may explain its decision using production records, order information, shipping records, and other evidence.

4. If a customer opens a dispute through a bank, card issuer, PayPal, or another payment platform, all parties must comply with the relevant payment-provider rules.

5. This Policy does not guarantee that either party will prevail in a payment dispute.

6. CosCarnival may submit truthful and relevant evidence to protect its legitimate interests within the limits of the law.

Chapter XI. Orders and Pricing

Article 41. Errors in Product Prices or Information

1. CosCarnival makes reasonable efforts to keep product descriptions, prices, and information accurate.

2. If an item has an obvious pricing error, inaccurate description, or stock error, CosCarnival may contact the customer to discuss a resolution.

3. If the order cannot lawfully be fulfilled, CosCarnival may cancel it as permitted by law and arrange the corresponding refund.

4. The price of a paid order will not be arbitrarily increased without the customer's agreement.

Article 42. Currency Display and Exchange Rates

1. Prices may be displayed in US dollars or other currencies.

2. Multi-currency amounts may be converted at prevailing market exchange rates.

3. The amount charged will be based on the price and currency displayed at checkout and confirmed by the customer.

4. Banks and payment processors may charge independent currency-conversion or cross-border fees.

5. Refundability of third-party charges will depend on the transaction and applicable law.

Article 43. Accuracy and Authenticity of Order Information

1. Customers should submit true and valid order and payment information.

2. Where an order presents signs of fraud, a payment anomaly, or a legal restriction, CosCarnival may lawfully pause verification or cancel the order.

3. Any request for further payment verification should be handled through a secure channel.

4. Customers should protect their account credentials.

5. Disputes over unauthorized payments will be handled under applicable law and the payment provider's rules.

Chapter XII. Interpretation, Legal Rights and Other Provisions

Article 44. Order of Precedence

1. This Policy governs CosCarnival's ordinary commercial return, refund, and cancellation procedures.

2. Specific terms validly agreed by both parties on the product page or in the order may apply where legally permitted.

3. If this Policy conflicts with mandatory consumer-protection law, the mandatory legal requirement will prevail.

4. Nothing in this Policy fully exempts CosCarnival from responsibility for its own errors, defective goods, or legal obligations.

Article 45. Statutory Consumer Rights

1. Certain countries and regions grant statutory withdrawal rights, legal warranties, and special refund remedies for distance purchases.

2. Goods genuinely made to the consumer's individual specifications or clearly personalized may qualify for applicable statutory withdrawal exceptions, but ordinary standard-size made-to-order items do not automatically qualify solely because they are produced after ordering.

3. Refunds, repairs, replacements, price reductions, and other remedies required by applicable law remain available as provided by that law.

4. Voluntary customer-service benefits do not reduce statutory consumer rights.

Article 46. Changes to This Policy

1. CosCarnival may amend this Policy in response to operational needs or changes in law.

2. Changes will be published with a clear effective date.

3. Existing orders will generally be assessed under the valid terms and agreements applicable when the customer placed the order.

4. Newly added provisions do not automatically apply retroactively to orders already paid for.

5. Material policy changes will be announced through appropriate website channels.

Article 47. Customer Service and Contact Information

For returns, refunds, order cancellations, shipping exceptions, and related customer-service inquiries, please use the following channels:

• Official website: https://www.coscarnival.com/

• Customer-service email: service@coscarnival.com

• Return address: Provided in writing by customer service for the specific approved return; do not send goods before receiving the designated address, except where mandatory law permits withdrawal by notice.

Do not send returned goods to a business address or any other destination that has not been designated for your return.