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Terms & Conditions

Terms & Conditions

Last updated: 11th August 2026

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 are subject to studio availability.

  • Some services require assessment before the booking and scope of work can be confirmed.

  • If you have a fixed event date or urgent deadline, please contact us before booking. Urgent work may occasionally be available depending on studio capacity and the work required.

  • Service recommendations may change following assessment of the mascot.

2. Payment Terms

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

  • The remaining balance is due on completion and before your mascot is returned.

  • Bespoke or additional work will only be undertaken once the scope and any additional cost have been approved by the client.

  • Payment instructions will be provided with your invoice or booking confirmation.

3. Courier Collection & Returns

  • Clients may arrange their own outbound courier to our studio.

  • Return courier is arranged by The Mascot Lab and charged to the client unless otherwise agreed.

  • Our optional Postage Kit includes suitable packing materials, a box and arranged outbound and return courier collection.

  • If restoration or repair work changes the mascot’s dimensions and it no longer fits safely within the original Postage Kit box, a larger box and/or alternative return courier may be required. Any additional packaging or transport costs will be discussed with you and charged separately before return.

  • Clients are responsible for ensuring mascots are packed securely and in accordance with any packing guidance provided.

  • We do not routinely offer customer drop-off at the studio.

  • Personal collection and return may be available in selected areas for an additional charge and is subject to availability.

4. Turnaround Times

  • Lab Refresh: typically 3–5 working days

  • Lab Refresh+: typically 5–7 working days

  • Lab Restoration: typically 10–14 working days, depending on scope

  • Bespoke or extensive work may require additional time.

 

Turnaround begins once the mascot has arrived at the studio and the agreed work can commence. Timescales are estimates and may vary depending on condition, complexity, materials, additional approved work and courier delays.

5. Condition of Items

  • Clients should disclose any known damage, previous repairs, modifications or fragile areas before sending their mascot.

  • Mascots may contain ageing, degraded or previously repaired materials that are not apparent until cleaning or disassembly begins.

  • The Mascot Lab cannot guarantee that all staining, odour, discolouration or historic damage can be completely removed.

  • We will contact you before carrying out additional chargeable work outside the agreed service.

  • Items are photographed and assessed on arrival for condition tracking.

6. Deposits & Cancellations

  • Deposits are non-refundable as they reserve studio time and contribute towards preparation and administration.

  • If you need to reschedule, please contact us as soon as possible.

  • Changes made close to the agreed booking date may be subject to studio availability.

7. Returns & Complaints

  • Please inspect your mascot promptly following return.

  • If you have any concerns about the work completed, contact hello@themascotlab.com within 7 days of receipt and include photographs where possible.

  • We will review concerns fairly and work with you to resolve any issues relating to the agreed scope of work.

8. Copyright & Design Ownership

  • Existing character designs, branding and intellectual property remain the property of their respective owners.

  • Any original patterns, fabrication methods or design elements created independently by The Mascot Lab remain our intellectual property unless otherwise agreed in writing.

9. Limitation of Liability

  • We take reasonable care when cleaning, repairing, restoring and handling mascots.

  • Older, heavily worn or previously repaired materials may react unpredictably during cleaning or restoration.

  • We are not responsible for deterioration caused by undisclosed pre-existing damage, inherent material weakness or ageing components.

  • Nothing in these terms excludes or limits liability where it would be unlawful to do so.

10. Contact Us

The Mascot Lab

East Sussex, UK
Email: hello@themascotlab.com
Website: www.themascotlab.com

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