Refund and Returns Policy

IMPORTANT NOTICE: The Nature of Custom Products All items available on this website are unique, made-to-order products customized based on your specific requirements (such as uploaded photos and personal instructions). Due to the highly personalized nature of these items, they cannot be restocked or resold. Therefore, we do not accept returns or refund requests for any custom products once production has begun or the item has been shipped, unless there is a severe quality defect or a manufacturing error on our part.

Please review your order details and uploaded photos carefully before placing your order.

1. Order Cancellation & Modification Policy

Our production process usually begins immediately after an order is placed. Canceling an order midway results in a direct loss of materials and labor. Therefore, our cancellation policy is as follows:

  • Cancellation within 24 Hours of Ordering:

    • If you change your mind, you must contact our customer service team within 24 hours.

    • If the factory has not yet started modeling or production, we can cancel your order and provide a full refund.

    • Note: Any changes to order details (e.g., size, shipping address) must also be requested within this 24-hour window.

  • Cancellation after 24 Hours (Production Stage):

    • Full refunds are NOT available. After 24 hours, it implies that your order has entered the modeling, 3D printing, or painting stage, and costs have already been incurred.

    • If you insist on canceling, we will deduct 50%-80% of the total order amount to cover material and labor costs. Only the remaining balance will be refunded.

    • If the product has completed production but has not yet shipped, cancellations are strictly not accepted.

  • Cancellation After Shipping:

    • Strictly NO cancellations and NO refunds. Once the parcel has been dispatched, logistics services have been utilized, and ownership of the product has transferred. We do not accept refusals of delivery or refund requests while the package is in transit.

2. Returns & Exchanges Policy

We do NOT accept returns or refunds for subjective reasons such as “change of mind,” “I don’t like it,” “it doesn’t look like what I imagined,” or “I chose the wrong size.”

After-sales service (Refunds or Remakes) is provided ONLY under the following circumstances:

  • Severe Quality Issues: The product arrived broken or damaged (excluding damage caused by the customer).

  • Manufacturing Error: The product received differs significantly from the order description (e.g., wrong style sent, missing distinct features requested).

  • Lost in Transit: The package is confirmed lost by the logistics carrier.

Disclaimer on Hand-Crafted Items: Please acknowledge that our figures are handcrafted and hand-painted by artists, not mass-produced by machines. Therefore:

  1. Likeness: Custom 3D figures are artistic renditions based on photos; they are not wax figures and cannot be 100% identical. A subjective feeling that “it doesn’t look like me” is not considered a quality defect and is not eligible for a refund.

  2. Minor Variations: Slight differences in color due to monitor settings or handmade nature, as well as size measurements within a 1-3cm error margin, are normal and are not considered defects.

3. After-Sales Process

If you believe your received item has a quality issue as defined above, please follow these steps:

  1. Contact Window: You must contact our customer service team at [Insert Email Address] within 72 hours of signing for the package. Failure to report within this timeframe deems the product accepted and satisfactory.

  2. Provide Evidence: In your email, please include your Order Number and clear photos or videos showing the entire product and the specific defect.

  3. Review & Resolution:

    • Once we verify that the issue is our responsibility, we will offer a Free Remake or a Partial/Full Refund.

    • If a return is required for inspection (at our request), we will cover the return shipping costs.

    • Do not return any items without prior approval from our customer service. Unauthorized returns will be refused and no refund will be issued.

4. Shipping Delays

While we strive to deliver on time, international shipping is subject to customs inspections, flight delays, and force majeure factors beyond our control.

  • Delays caused by shipping carriers or customs clearance are NOT valid grounds for a refund.

  • If a package is significantly delayed beyond a reasonable timeframe, we may assist you in filing a claim with the carrier or offer a small compensation (up to 10% of the order value) as a gesture of goodwill.