Terms of Service

Last updated: July 2026

1. Who we are

TrueStatue is operated by NGANKWE LTD, a company registered in England and Wales (company number 16595560), registered office: 117a King Street, Knutsford, England, WA16 6EH ("we", "us"). By placing an order you ("you", the "customer") agree to these Terms, our Refund & Return Policy and our Shipping Policy, which together form the entire agreement between us.

2. The product — custom manufacture

We create bespoke, handcrafted 3D figurines manufactured to your specification from the photo you upload. The AI preview is the agreed design reference: by completing checkout you approve it and instruct us to begin manufacture. Handcrafted goods carry reasonable minor variations in colour, texture and finish versus a digital render; you accept such variations as inherent to the product.

3. Your photo — your warranties

• You warrant that you own or hold all necessary rights to the photo you upload.
• You warrant the photo depicts you, or persons/pets whose consent (or whose guardian’s consent) you have obtained.
• Photos containing unlawful content are refused and the order may be cancelled.
• You will indemnify us against any third-party claim arising from your breach of these warranties.

4. Order acceptance & cancellation by us

Your order is an offer which we accept when production starts. We may cancel and fully refund any order at our discretion (e.g. photo unusable, suspected fraud, address not serviceable). We may request a better photo; delays caused by such requests extend the production estimate accordingly.

5. Production & delivery

Estimated timelines: 7–15 days production, then 5–10 days international tracked shipping. Estimates are not guarantees; customs processing, carrier disruption, peak seasons and force majeure events may add delay. Late delivery does not by itself entitle you to a refund of a custom item already manufactured. See the Shipping Policy for address accuracy, customs and delivery-confirmation rules.

6. Cancellations & returns

As personalised goods, figurines are exempt from the statutory right of withdrawal once production has started. Our contractual 30-Day Guarantee and goodwill return terms (customer-paid, tracked return to our fulfilment centre, RMA required) are set out in the Refund & Return Policy, which is incorporated into these Terms.

7. Prices & payment

Prices are displayed in USD and are recalculated server-side at payment; payments are processed by Stripe — we never store your card details. Your statement shows a recognisable descriptor from our company.

8. Payment disputes

You agree to contact us and allow 48 hours for resolution before initiating any chargeback. We retain complete records for every order (approved preview, order confirmation, correspondence, carrier tracking and delivery confirmation) and will submit them in response to any dispute we consider unfounded. Fraudulent chargebacks (e.g. claiming non-receipt of a parcel confirmed delivered) may be reported and pursued.

9. Limitation of liability

Nothing limits liability that cannot lawfully be limited (including death or personal injury caused by negligence, or fraud). Subject to that: (a) our total liability for any order is capped at the amount you paid for that order; (b) we are not liable for indirect or consequential losses (lost profits, sentimental value, missed occasions such as weddings or birthdays, etc.); (c) we are not liable for delay or failure caused by events beyond our reasonable control (carrier failure, customs action, natural events, epidemics, etc.).

10. Intellectual property

You retain rights in your photo. You grant us a licence to process it solely to produce your order. We retain all rights in our site, brand, processes and generated previews. With your separate opt-in consent only, we may feature your figurine in our marketing.

11. Claims — time limit & resolution

Any claim must be notified to us within the timescales of the Refund Policy and in any event within 12 months of delivery, where permitted by applicable law. We will first seek to resolve any dispute informally. These Terms are governed by the laws of England and Wales and, save where your local mandatory consumer rules provide otherwise, the courts of England and Wales have exclusive jurisdiction. Where permitted by law, claims may only be brought in an individual capacity and not as part of any class or representative action.

12. General

If any clause is found unenforceable, the remainder stays in force. Failure to enforce a right is not a waiver. We may update these Terms; the version in force at your order date applies to that order.