Refund policy

Return & Refund Policy — Infinite Visibility

We have a 15-day return policy: you have 15 days after tracking shows "Delivered" to request a return for eligible items.

To be eligible, items must be in the exact condition received: unworn, unwashed, unused, with all original tags attached, and in original packaging. Proof of purchase is required.

Order Cancellations & Modifications
Because we process orders quickly, orders can be canceled or modified within 12 hours of placement. Once shipped, an order cannot be canceled. Once a custom-made item (cosplay, canvas shoes, custom sneakers, electronic props) enters production, it cannot be canceled or refunded. (EU customers: your statutory right of withdrawal after delivery is unaffected — see the EU section below.)

How to Start a Return & Verification
Contact us at support@infinitevisibility7.com with your order number. For standard returns, we'll ask you to provide within 24 hours of our request: the reason for return, clear photos of the product (all sides), and a photo of the size tag where applicable. If the requested information isn't provided within 24 hours, the request will be closed — you're welcome to reopen it within the return window.

Retain Your Packaging (Important)
Inspect your order on arrival and contact us within 24 hours if it's defective, damaged, or incorrect. Keep all original outer shipping packaging (mailers, boxes, and the shipping label). Our free-return QR process and our carriers' and manufacturing partners' claim systems depend on photographs of the original label and packaging — without them, damage claims and returns are very likely to be rejected by the carrier or manufacturer, and we may be unable to approve them.

Electronics & Mechanical Props
Items with electronic or mechanical components (e.g., voice-activated helmets) are tested before shipment. Damage caused by improper use, incorrect batteries, drops, or forcing mechanical parts is user damage, not a manufacturing defect, and is not eligible for refund or replacement.

Failed Deliveries & Access Codes
You are responsible for providing a correct, secure, accessible address (including gate/access codes). We cannot issue refunds or free replacements for packages lost, abandoned, or returned due to address errors, unpaid customs duties, or failure to collect from a carrier facility.

Return Shipping Costs

• Our error (wrong item, manufacturing defect): we provide a prepaid return label — free.
• Change of mind or sizing preference: the customer is responsible for return shipping costs.

Sizing & Fit
Review our size charts carefully — Asian sizing often runs smaller than US/EU sizing. If the item matches the size ordered, sizing issues aren't defects; variations of 1–3cm are standard in apparel manufacturing. Exchanges for a different size may be offered at our discretion, with shipping costs borne by the customer.

Non-Returnable Items

• Custom-made products (cosplay costumes, canvas shoes, custom sneakers, electronic wearables/helmets): made to order specifically for you over a 5–8 day production process; they cannot be restocked and are non-returnable. (This exclusion also applies under EU law to goods made to a consumer's specifications.)
• Digital products (printable coloring books, art downloads): delivered instantly; all sales final. By purchasing, you expressly consent to immediate delivery and acknowledge losing any statutory withdrawal right for digital content, where applicable.
• Gift cards, perishable goods, personal care goods, hazardous materials.
• Sale items: final sale for customers outside the EU. (EU consumers retain their statutory withdrawal right on discounted items.)

Refunds
We'll notify you once your return is received and inspected. If approved: refund to your original payment method within 10 business days (banks may take additional days to post it). If rejected (item used, washed, user-damaged, missing tags, or not matching the pre-return photos): no refund will be issued, and we will offer to ship the item back to you at your expense; if you don't respond within 14 days of our rejection notice, the item may be disposed of or donated.

🇪🇺 EU & UK Customers — Right of Withdrawal (Cooling-Off Period)

If you are a consumer in the EU, you have the legal right to withdraw from your purchase within 14 days of receiving your goods, without giving any reason. No photos, no justification, and no packaging-retention conditions apply to exercising this right — though we kindly ask you to return items unused, and we may reduce the refund for any diminished value resulting from handling beyond what's needed to establish the item's nature and characteristics.

How to withdraw: use the Withdrawal button in our website footer [→ link to your withdrawal page] — a simple two-step confirmation (name + order reference) with an automatic confirmation email — or email an unequivocal withdrawal statement to support@infinitevisibility7.com, or use the model form below.

Effects: we refund all payments including standard delivery costs within 14 days of your withdrawal notice (we may withhold the refund until we receive the goods back or you provide proof of return shipment). Return the goods within 14 days of notifying us; you bear the direct cost of returning the goods.

Exceptions: the withdrawal right does not apply to goods made to your specifications or clearly personalized (our custom-made products), or to digital content once delivery has begun with your express consent and acknowledgment as described above.

Model withdrawal form (use only if you wish to withdraw): To Infinite Visibility, support@infinitevisibility7.com — I hereby give notice that I withdraw from my contract of sale of the following goods: [description] — Ordered on [date] / received on [date] — Name — Address — Signature (only if on paper) — Date.