Refund policy

Awaii Cosplay | Return & Refund Policy > Last Updated: 23/07/2026 > At Awaii, we ship globally to bring you the best products. We want you to be completely satisfied with your purchase. If you’re not satisfied, we’re here to help!

1. Return Window

You have 14 days from the date you receive your last package to request a return or report an issue with your order.

2. Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or you received the wrong size/item due to our error:

  • Contact us at tora.systems@proton.me within 14 days of delivery.

  • Include your Order Number, a brief description of the issue, and clear photos/videos of the item and shipping label.

  • Our Resolution: We will offer a free replacement or a full refund to your original payment method. In most cases of damage or merchant error, you will not need to ship the physical item back.

3. Change of Mind / Customer Size Returns

If you wish to return an item because you changed your mind or ordered the wrong size:

  • The item must be unused, unworn, unwashed, and in its original condition and packaging with all tags attached.

  • You must notify us within 14 days of delivery to initiate the return process.

  • Return Shipping: Customers are responsible for paying their own return shipping costs for change-of-mind returns. Shipping costs are non-refundable.

4. Non-Returnable Items

For health and hygiene reasons, the following items cannot be returned once opened or used (unless defective):

  • Intimate apparel, swimwear, and undergarments

  • Beauty, skincare, and personal care products

  • Custom or personalized orders

  • Final sale / clearance items

5. How to Initiate a Return

  1. Log into your account or contact our customer support team at

  2. Provide your order number, the item(s) you wish to return, and the reason.

  3. Once approved, our team will provide you with the correct return instructions and return address.

Important: Please do not send your purchase back to the manufacturer or address printed on the original package without contacting us first, as it may not be routed to our return department and your refund may be delayed.

6. Refunds & Processing Times

  • Once your return is received and inspected (or photo proof is validated for damaged goods), we will notify you via email regarding your refund status.

  • Approved refunds are processed back to your original method of payment within 5 to 10 business days.

  • Depending on your bank or credit card company, it may take additional time for the credit to officially post to your account.

7. Cancellations

You may request to cancel your order prior to fulfilment. Once an order has been processed or shipped from our fulfilment centre, it cannot be cancelled; however, you may initiate a return upon receipt following our 14-day policy.

E.U REFUND POLICY:

  • 14-day return window — customers have 14 days from delivery to request a return
  • 14 days to send items back — after requesting, they have another 14 days to ship the goods
  • 14-day refund timeframe — you must issue the refund within 14 days of receiving the return
  • Link to customer accounts — so EU customers can easily start a return or cancellation request directly