Returns refunds and cancellations

Effective date: October 14, 2026   Version: 1.1

This policy explains how to cancel an order, request a return or receive a refund for performance costumes, dancewear, stage props and related products purchased from doccfcd. Eligibility depends on the product type, the order stage, the reason for the request, the delivery country and the payment recorded on the order.

Made-to-order or personalised status does not remove your rights where an item is faulty, damaged, incorrect or does not match the confirmed specification. Mandatory consumer rights that apply in your country take priority over any inconsistent part of this policy.

1 Product types

2 Overview

3 Cancellation before dispatch

Production stages

Direct costs for stages B and C

For a made-to-order or personalised item, the refundable amount is the amount paid minus direct costs already incurred. Direct costs are limited to dedicated materials that cannot reasonably be reused, direct labour for completed operations, and components or reasonable wastage created by completed personalisation.

We do not deduct expected profit, brand value, marketing, general administration or work not performed. Once a cancellation request is received, we will place the order on hold where operationally possible and provide a breakdown of any proposed deduction.

4 Dispatched but not delivered

Contact us before refusing delivery. We will ask the carrier to stop or return the parcel where possible, but international carriers do not guarantee interception. An unauthorised refusal may create return, storage, destruction or customs costs.

• Interception succeeds: after the return is confirmed, an eligible standard product follows the applicable withdrawal rules. A personalised product follows the documented production-cost and actual transport-cost rules.
• Interception fails and delivery is completed: use the after-delivery process below. The personalised-goods exception continues to apply.
• Our declaration, documentation or compliance error prevents delivery: we will provide an appropriate remedy, which may include reshipment or a refund of the product price and standard shipping actually collected.
• Incorrect customer information, refusal to cooperate with customs or refusal to pay recipient charges under DDU prevents delivery: we assess the carrier outcome and verifiable costs. Mandatory rights and product-quality claims remain unaffected.

5 Returns after delivery

EU standard products

Unless a statutory exception applies, an EU consumer may notify us of withdrawal within 14 calendar days after the consumer or their nominated recipient takes physical possession of the goods. Notice may be given through our support form, by email or through another unequivocal statement. The goods must be sent back within 14 days after that notice.

For a valid statutory withdrawal, we refund the product price and the cost of the least expensive standard delivery option offered. Any additional amount paid for expedited delivery is not refunded. The customer bears the direct return cost for a non-fault return where this was disclosed before purchase.

EU made-to-order or personalised products

Goods made to the customer's specifications or clearly personalised are normally excluded from the 14-day change-of-mind withdrawal right. This exclusion does not apply to claims that the product is faulty, damaged, incorrect or does not match the confirmed specification.

US customers

We voluntarily provide a 15-day return window after delivery for products that are not personalised, unsealed hygiene-sensitive goods or clearly marked Final Sale. The customer pays return shipping for a non-fault return. This commercial policy does not limit rights available under applicable law or payment-provider rules.

Return condition and proof

• Goods should remain unworn, unwashed, unaltered and free from stains, odour or customer-caused damage. Handling reasonably necessary to establish the nature, characteristics and function of an EU standard product is permitted.
• Tags, accessories and original packaging should be returned. A hygiene seal must remain intact for a change-of-mind return.
• Use a trackable service and retain proof of posting. We do not accept cash-on-delivery returns unless agreed in writing.
• For an EU statutory withdrawal, we may withhold reimbursement until we receive the goods or you provide valid evidence that they were sent back, whichever occurs first. A lawful deduction may be made for diminished value caused by handling beyond what was necessary to inspect the goods.

6 Refund amounts

The maximum refundable amount is the amount actually paid on the order, less any refund already completed. A customer cannot request more than the remaining refundable balance.

7 Faulty damaged incorrect or non-conforming goods

Contact us as soon as reasonably possible with the unique order reference, a description and clear photographs of the item and packaging. Notice within 48 hours helps preserve carrier evidence, but it does not shorten a mandatory legal guarantee or remedy period.

Depending on the problem, the appropriate remedy may be repair, reshipment, replacement, a reasonable price reduction, partial refund or full refund. Where a return is required, we provide written instructions and bear reasonable return costs when required by applicable law or our stated commitment.

Personalised, hygiene-sensitive or Final Sale status does not exclude rights relating to fault, incorrect supply or failure to match the contract.

8 How to request and receive a refund

1. Submit the request. Use our support form or email doccfcd@gmail.com. Include the unique order reference, affected items and quantities, reason, requested outcome and supporting evidence where relevant.
2. Eligibility check. We verify payment, remaining refundable balance, product type, delivery country, production stage and existing refund requests.
3. Review. We approve the request, ask for relevant information, provide return instructions, propose another remedy or explain why the request is not eligible.
4. Return where required. Send the goods to the address in our written instructions and provide the tracking number. Do not use an unconfirmed address.
5. Amount confirmation. We calculate products, shipping, store-collected destination charges, prior refunds and any documented direct costs.
6. Refund to the original method. The refund is submitted through the payment method recorded on the order, and the provider refund reference is retained.
7. Status notification. We notify you when the request is received, reviewed, awaiting return, submitted to the payment provider and completed.

9 Refund method and timing

Refunds are normally returned to the original payment method. A PayPal order is refunded through PayPal. If another payment service is introduced later, it will be used only for orders actually paid through that service. We do not ask you to provide an unrelated private receiving account.

We submit an approved refund to the payment provider without undue delay. Processing by the provider, card issuer or customer bank is outside our direct control, so any displayed arrival time is an estimate. The final status is determined by the payment provider's confirmation.

For a valid EU standard-product withdrawal, reimbursement is made no later than 14 days after notice of withdrawal, subject to the lawful right to withhold it until the goods or valid proof of return are received. US refunds required because an order could not be shipped as promised, and refunds under our voluntary return window, are handled under the applicable law and the processing commitments communicated with the decision.

10 Payment disputes and chargebacks

You may contact us first, or use a payment-provider or card-issuer dispute procedure without giving up mandatory legal rights. PayPal eligibility and filing periods depend on the rules applicable to the customer's PayPal account at the time of the dispute.

We may provide the platform with the order confirmation, specifications, production record, communications, tracking, delivery evidence and refund history. We do not automatically deduct a chargeback fee from a statutory refund merely because a dispute was opened. A customer may not recover the same loss twice.

11 Exchanges

Except for a replacement supplied as a remedy for a faulty or incorrect item, we do not normally process direct size or colour exchanges. An eligible product may be returned for refund and a new order placed. Personalised products remain subject to the personalised-product rules.

12 Contact and return address

Use the support form or email doccfcd@gmail.com. You may also contact us through WhatsApp or WeChat at +86 183 8201 3632. Please include the unique order reference shown in the order confirmation, for example AU-20261014-00030125-7F2A9C.

We normally respond Monday to Friday within 24 hours and no later than 48 hours. A return address is supplied in the written approval because the correct location may depend on the product and order. A parcel sent to an unconfirmed address may not be identifiable.

Appendix EU model withdrawal form

Use this form only where a right of withdrawal applies. You may instead send any other unequivocal statement.

Main legal references: EU Consumer Rights Directive 2011/83/EU, EU Sale of Goods Directive (EU) 2019/771, the US FTC Mail, Internet, or Telephone Order Merchandise Rule in 16 CFR Part 435, and the rules of the payment method actually used for the order.