Refund policy
Returns & Refund Policy
At Henshinova, we want you to be satisfied with your purchase. Please review the following return and refund policy carefully before placing your order.
By purchasing from Henshinova, you acknowledge and agree to the terms below, subject to any mandatory consumer rights applicable in your country or region.
Returns
Our return period is 15 days from the date your order is delivered.
To be eligible for a return, the item must be in new, unused, and resalable condition. You may carefully try on the costume for sizing purposes, but the item must remain clean, complete, and free from signs of wear.
Returned items must include all original components, accessories, packaging, and tags where applicable.
Items showing signs of wear, washing, alteration, perfume, cosmetics, stains, sweat, pet hair, damage, or other use may be rejected or subject to a deduction from the refund.
Proof of purchase or your Henshinova order number is required for all return requests.
Do not return any item without contacting us first.
Please contact:
to obtain return instructions and the correct return address.
Henshinova does not guarantee refunds for unauthorized returns sent without prior approval or to an incorrect address.
Items Not Eligible for Return
The following items generally cannot be returned or exchanged:
- Individual components removed from a costume set. Costume sets must be returned complete.
- Items that have been worn beyond reasonable fitting, washed, altered, damaged, stained, or otherwise used.
- Intimate, close-fitting, hygiene-sensitive, or single-use items that have been opened or tried on, including underwear, socks, stockings, certain shoe covers, and similar products.
- Items missing original accessories, components, or significant packaging.
- Customized, personalized, or made-to-order products where applicable.
These restrictions apply subject to mandatory consumer rights under applicable law.
Change of Mind or Incorrect Size
If you change your mind or order an unsuitable size, you may request a return within 15 days of delivery, provided the item meets the return requirements above.
For returns or exchanges caused by customer preference, including incorrect size selection:
The customer is responsible for all return shipping costs.
For an exchange, the customer is also responsible for the shipping cost of sending the replacement item.
Original shipping charges are generally non-refundable except where required by applicable law.
We strongly recommend reviewing the product size chart carefully before ordering.
Return Shipping
Customers are responsible for arranging and paying for return shipping for returns that are not caused by an error on our part.
Return shipping costs, customs charges, taxes, handling fees, and other expenses incurred during the return process are generally the responsibility of the customer and are not refundable.
We strongly recommend using a trackable shipping service.
Henshinova is not responsible for returned parcels lost or damaged in transit before reaching the designated return location.
Where applicable consumer law requires different treatment, those legal requirements will apply.
Refunds
Once your returned item is received and inspected, we will notify you whether your refund has been approved.
If approved, the refund will normally be issued to your original payment method.
Please allow approximately 5–10 business days after refund approval for processing. Your bank, credit card company, PayPal, or other payment provider may require additional time before the refund appears in your account.
Shipping fees, customs duties, taxes, and other charges are generally non-refundable unless otherwise required by applicable law.
If a returned item shows signs of use, damage, missing components, or reduced resale value, Henshinova reserves the right to reject the return or reduce the refund where permitted by law.
Exchanges
We accept eligible size exchanges within 15 days of delivery.
The item must meet the same condition requirements as a return.
For exchanges requested because of sizing preference or customer choice, the customer is responsible for:
the cost of returning the original item and the shipping cost of sending the replacement item.
Availability of replacement sizes cannot be guaranteed.
If the requested replacement product or size is unavailable, we may offer a refund or another available solution.
Defective, Damaged, Incorrect or Missing Items
If your order arrives damaged, defective, incorrect, or with an item or component missing, please contact us at:
within 15 days of delivery.
Please include your order number and clear photographs or videos showing:
the product received, the problem or defect, and the shipping package where relevant.
We will review the information and determine an appropriate solution.
Depending on the circumstances, Henshinova may offer a replacement item or component, reshipment, partial refund, full refund, or another reasonable solution.
Please do not return defective, incorrect, or damaged items unless our customer service team specifically instructs you to do so.
Where possible, we may resolve confirmed product issues without requiring the item to be physically returned.
If applicable law requires Henshinova to cover costs associated with remedies for defective or non-conforming goods, we will comply with those requirements. For example, EU consumer rules require remedies for faulty or non-conforming products to be provided without cost to the consumer.
Missing Items
If you believe an item or component is missing from your shipment, contact us within 15 days after delivery.
We may request photographs of all items received and the shipping package so that we can verify the shipment.
If we confirm that an item was omitted, we may send the missing item or issue a refund for the missing item.
If the missing item is no longer available, a refund may be issued instead.
Pre-Order Items
Pre-order items are products offered before they are ready for immediate shipment.
A pre-order may be cancelled for a full refund within 24 hours after the order is placed.
After the 24-hour cancellation period, cancellation requests may only be accepted if the order has not entered production, procurement, preparation, or fulfillment.
Once a pre-order has entered these stages, cancellation due solely to a change of mind may be refused.
Estimated shipping or release dates shown on product pages are estimates and may change due to production, licensing, logistics, or other circumstances.
If a pre-order experiences a substantial delay beyond the estimated fulfillment period, please contact us. Where applicable, we will provide available options in accordance with the circumstances and applicable consumer law.
Sale Items
Unless specifically marked Final Sale on the product page, discounted and promotional items may be returned under the same eligibility requirements as regular-priced products.
Items explicitly identified as Final Sale may not be eligible for voluntary returns or exchanges, except where mandatory consumer law provides otherwise.
Refused or Undeliverable Packages
Please ensure that your shipping information is complete and accurate and that you are available to receive your package where required.
If a package is returned to us because of customer refusal, an incorrect or incomplete address, failure to collect the parcel, failure to complete customs procedures, or repeated unsuccessful delivery attempts, the customer may be responsible for the actual shipping, return, customs, handling, and reshipping costs incurred.
If the customer requests reshipment, additional shipping charges may apply.
If a refund is approved after the parcel is returned, applicable costs incurred as a result of the failed delivery may be deducted from the refund where permitted by law.
European Union and Other Mandatory Consumer Rights
Nothing in this policy is intended to limit any mandatory consumer rights provided by applicable law.
For customers covered by EU consumer protection rules, online purchases generally include a 14-day statutory right of withdrawal, subject to applicable exceptions. Consumers can generally be required to pay the direct cost of returning goods when they have been properly informed of this requirement in advance.
Where local consumer laws provide rights that are more favorable than this policy, those mandatory legal rights will apply.
Contact Us
For all return, refund, exchange, missing item, or product issue inquiries, please contact:
Please include your order number in your email so that we can assist you efficiently.