Refund & Return Policy

Last updated: July 2026

1. Custom-made products — important

Every figurine is a bespoke item, manufactured to your personal specification from the photo you supply and the AI preview generated for you. Because of this, custom products are exempt from the statutory 14-day cooling-off / right of withdrawal that applies to standard online purchases (UK Consumer Contracts Regulations 2013, reg. 28(1)(b), and equivalent rules in most jurisdictions). Change-of-mind cancellations are therefore not accepted once production has started (production typically starts within 24 hours of your order).

2. Your preview is your approval

The AI preview shown before and after checkout is the agreed visual reference of your figurine. By placing your order you approve this design. Handcrafted products carry minor, reasonable variations in colour, texture and finish compared to a digital render; such variations are inherent to the product and do not constitute a defect or grounds for a refund.

3. 30-Day Guarantee — what it covers

We stand behind our craftsmanship. Contact us within 30 days of delivery and we will make it right if your figurine:

• arrives broken or damaged,
• is materially different from the approved preview, or
• has a manufacturing defect.

In these cases our remedy sequence is: (1) a free replacement, or where a replacement is not practicable, (2) a partial or full refund at our reasonable discretion. To qualify, you must email us clear photos of the item and its packaging within 7 days of delivery for transit damage (this deadline is required for our carrier insurance), or within 30 days for other defects. In most cases you will not need to send anything back — photo evidence is enough.

4. Goodwill returns (all other cases)

For any return outside the guarantee above, and although we are not obliged to accept it for a custom-made item, we may at our discretion authorise a goodwill return under these conditions:

• You must first request a Return Merchandise Authorisation (RMA) by email. Returns sent without an approved RMA are not accepted and are not refunded.
• Approved returns must be sent, at your cost, with tracked shipping, to our fulfilment and returns centre in China (full address provided with your RMA).
• The item must arrive unused and in its original packaging.
• After inspection, we refund the product price less our fabrication and processing costs (30%). Original outbound shipping and any add-on services already performed (e.g. engraving) are non-refundable.
• Return shipments lost in transit remain your responsibility (use tracked shipping).

5. What is not covered

• Dissatisfaction with a likeness that is consistent with the approved preview.
• Minor handcraft variations (colour tone, texture, finish) versus the digital render.
• Damage caused after delivery (drops, sun exposure, cleaning products, etc.).
• Errors in the photo, engraving text, size or address you provided at checkout.
• Delivery failure due to an incomplete or incorrect address provided by you.
• Parcels shown as delivered by the carrier’s tracking (see Shipping Policy).

6. Refund processing

Approved refunds are issued to the original payment method within 5–10 business days. We never process refunds through any other channel — anyone asking you to accept a refund by gift card or bank transfer is not us.

7. How to make a claim

• Email us (see Contact page) with your order number and photos where relevant.
• We respond within 48 hours.
• Please contact us before opening a payment dispute — statutory and card-network rules are fully respected here, and direct contact is always the fastest route to a replacement or refund.

Nothing in this policy limits your non-waivable statutory rights (including under the UK Consumer Rights Act 2015) where they apply.