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Terms & Conditions

Terms & Conditions

Last updated: 16th June 2025

These Terms & Conditions govern your use of services provided by The Mascot Lab, including mascot and costume restoration, courier collection, and digital communications.

By booking a service with us, you agree to the following:

1. Booking Process

  • All bookings must be made through our online form.

  • Some services are manually reviewed before confirmation.

  • Emergency Repair services are subject to availability and may be declined or rescheduled based on studio capacity.

  • To view our services, visit our Services page. 

2. Payments

Standard Services

  • A 50% non-refundable deposit is required to secure your slot.

  • The remaining 50% is due upon completion, before the item is returned.

Emergency Repairs

  • Full payment is required upfront to guarantee a fast turnaround.

All payments are made via bank transfer. Instructions will be included in your confirmation email.

3. Courier Collection & Returns

  • We offer nationwide courier collection and return via insured, tracked service.

  • You will receive a prepaid shipping label and Courier Instructions PDF after booking.

  • It is the client’s responsibility to follow the packing instructions carefully.

  • If you are local (within 1 hour of Newhaven), collection/drop-off may be arranged directly by us.

4. Turnaround Times

  • Lab Refresh: approx. 3 working days

  • Lab Refresh+: approx. 5 working days

  • Lab Restoration: approx. 10-14 working days

  • Lab Rapid Repair: within 3 working days

  • These estimates begin once your item has arrived at our studio and may vary based on complexity.

5. Condition of Items

  • Clients must disclose any known damage, repairs, or modifications before sending.

  • We are not liable for undisclosed wear, fragile materials, or pre-existing issues.

  • All items are photographed on arrival for condition tracking.

6. Deposits & Cancellations

  • Deposits are non-refundable, as they reserve studio time and setup costs.

  • If you need to reschedule, please contact us at least 48 hours in advance.

7. Returns & Complaints

  • If you are unhappy with any aspect of your restoration, please email hello@themascotlab.com within 7 days of receiving your item.

  • We are committed to resolving concerns promptly and fairly.

8. Copyright & Design Ownership

  • Any original embellishments, pattern work, or design updates created by The Mascot Lab remain our intellectual property unless otherwise agreed in writing.

9. Limitation of Liability

  • We take every precaution to ensure your item is returned safely and in excellent condition.

  • Our liability is limited to the value of the service purchased.

10. Contact Us

  • The Mascot Lab
    Email: hello@themascotlab.com
    Website: www.themascotlab.com

  • Or get in touch via our Contact form.

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