Refund policy
Last updated: July 29, 2026
Cheerova LLC (“Cheerova,” “we,” “us”) wants you to be happy with your order. This policy explains when an item can be returned, how to start a return, and when to expect your refund.
Return window
You may request a return within 15 days of the delivery date. Requests made more than 15 days after delivery cannot be accepted.
Halloween seasonal cutoff
Halloween costumes, decorations, and seasonal accessories delivered before October 1 must be returned by October 25. Items delivered on or after October 1 follow the standard 15-day window described above.
Condition required
To be eligible for a refund, an item must be:
Unworn, unwashed, and free of odor, makeup, pet hair, and damage
In its original packaging, with every piece of the set included
With all original tags still attached
We inspect every return. Items received worn, used, incomplete, damaged, missing pieces, missing tags, or outside the required condition may be declined and returned to you at your expense.
Items that cannot be returned
For health, hygiene, safety, and seasonal reasons, the following items are final sale and cannot be returned unless they arrive damaged, defective, or incorrect:
Wigs, facial hair, hairpieces, and headpieces
Masks and any item worn over the face
Makeup, face paint, cosmetics, prosthetics, fangs, and fake teeth
Earrings and other pierced jewelry
Hosiery, tights, socks, undergarments, and similar worn items
Shoes and boots that show wear or are not in original packaging
Animatronics, electrical items, battery-operated decorations, lights, and plug-in decorations once opened or used
Personalized, customized, clearance, or final sale items
Food, candy, or party favor items if offered
Any item that states it cannot be returned on the product page
Costumes and accessories must be unworn, unused, unwashed, odor-free, undamaged, complete with all included pieces, and in original packaging with tags attached.
How to start a return
Email hello@cheerova.com with your order number and the item or items you wish to return. We will reply with return instructions and the return address. Please do not ship anything back before contacting us. Unauthorized returns may not be processed.
Return shipping costs
If the return is the result of our error, such as the wrong item, a defect, or damage in transit, we cover return shipping. For all other returns, including change of mind and sizing, the customer is responsible for return shipping. Original shipping charges are not refunded.
Damaged, defective, or incorrect items
Please inspect your order when it arrives. If anything is damaged, defective, or not what you ordered, contact us within 7 days of delivery and include photographs of both the item and its packaging. We will arrange a replacement or a full refund including shipping.
Exchanges
The fastest way to exchange for a different size or style is to return the original item for a refund and place a new order. Popular sizes sell out quickly during Halloween season, so we recommend placing the replacement order right away rather than waiting for the refund to clear.
Refund timing
Once we receive and inspect your return, we will let you know the outcome. Approved refunds are issued to the original payment method within 5 to 10 business days. Your bank or card issuer may take additional time to post the credit to your account.
Order cancellations
We process orders quickly. If you need to cancel, contact us as soon as possible. Once an order has shipped, it cannot be cancelled, and the return process above will apply.
Contact us
Cheerova LLC
6700 Springfield Center Dr, Suite I
Springfield, VA 22150
United States
Email: hello@cheerova.com
Phone: (202) 500-0714