Return & Refund Policy
If something is wrong with your figure, let us help.
Cancellation before production
You may cancel at any time before production starts. Email [email protected] with your order reference and cancellation request; we will check the production status. If you have already paid and production has not started, your cancellation is eligible for a refund.
After production starts
Your figure is made specifically for you. Voluntary cancellation is not accepted once production starts, and we do not offer change-of-mind returns or refunds for a correctly supplied custom figure. We send finished-product photographs for confirmation before dispatch. Photo confirmation does not waive mandatory rights for defects or goods that do not match the agreed description.
Serious damage during shipping
For serious transit damage, contact us promptly with your order reference, a description and clear photos of the item and packaging. Keep the packaging during review. Verified serious transit damage is eligible for a refund; we may also discuss replacement with you. Obtain return instructions before sending anything back.
Refund requests and processing
Send requests to [email protected]. We review the production stage or reported issue and confirm the outcome and any return arrangements. Approved refunds are processed through the original payment channel; the time to appear in your account depends on the payment provider and bank. Contact us if a confirmed refund has not arrived.
Your statutory rights
These custom-order restrictions apply only where permitted by law. They do not exclude or limit mandatory rights for defective, misdescribed, incorrect or undelivered goods, or other rights that cannot lawfully be excluded. Contact us about such issues; legally required remedies remain available.