Refunds & Cancellations

Effective for new orders from October 6, 2026. Earlier orders retain the policy agreed when they were placed. This policy covers our personalized human figurines, pet figurines and human + pet sets.

1. Cancelling an order

Email max1269293675@outlook.com with your order number and cancellation request within 48 hours of placing your order. If physical production has not started, we will cancel the order and refund the full amount paid. Physical production means printing or making the physical figurine and begins after your design approval.

After 48 hours, or once physical production begins, we do not offer cancellations, returns or exchanges simply because you change your mind, except where applicable consumer law requires otherwise. These pieces are personalized to your photos and approved design.

2. Review your design before approval

Check the face, outfit, pose, pet markings, names and other requested details in your preview. Send adjustment requests before approving production. We use the approved design to make your figurine. Changes after approval depend on the production stage and must be agreed with the studio.

3. Damage, defects or an incorrect item

Please contact us as soon as you notice a problem, ideally within 48 hours of delivery for visible shipping damage or an incorrect item. Include your order number, a description, clear photos of the issue, the whole figurine and the packaging. Keep the packaging while we review the issue. The 48-hour reporting request does not remove statutory rights if a defect is reported later.

For confirmed shipping damage, defects or a material production error compared with your approved design, we normally offer a free remake or replacement. A partial or full refund may be appropriate, agreed with you, or required by applicable law. Any remedy and your right to choose it remain subject to applicable consumer law. If we require the faulty or incorrect item to be returned, we will provide instructions and cover the necessary return shipping cost. Please contact us before sending an item back.

4. Understanding a custom figurine

Small color or surface variations can occur in a custom-made piece, and screens and lighting can affect how colors appear. Minor variations consistent with the approved design, or a change in personal preference, do not by themselves qualify for a change-of-mind refund. This does not excuse a defect, an incorrect item or a material difference from the approved design or product description.

5. How refunds are paid

We will confirm the outcome of your request by email. Approved refunds are sent to the original payment method. Allow an estimated 5–10 business days for your payment provider to show the funds; processing time can vary. We will meet any shorter refund deadline required by applicable law.

6. Your consumer rights

Personalized goods may be excluded from standard change-of-mind withdrawal rights where the law allows. Our voluntary cancellation window and this policy do not exclude or reduce rights relating to faulty, damaged, misdescribed or undelivered goods, or any other mandatory consumer rights. Where this policy and applicable law differ, the law takes precedence.

Looking after your keepsake

Display indoors, handle gently and dust with a soft, dry cloth. Avoid impact, prolonged direct sunlight and abrasive cleaning products.