Refund & Return Policy

1. WHY CUSTOM ORDERS ARE NON-RETURNABLE

Every figurine we make is one of a kind — sculpted from your pet’s photos, painted to match their unique markings, and produced specifically for you. Because it cannot be resold to anyone else, completed custom items cannot normally be returned or exchanged simply because you changed your mind, ordered the wrong size, or no longer need the item. Before production, the staged cancellation rules in section 5 apply. This is standard practice for made-to-order goods, and it is why we involve you at every stage before production begins.

2. BEFORE YOU ORDER — HOW WE PROTECT YOU

• We email you a numbered digital proof. Reply to approve that version or request changes. Nothing is printed until you explicitly approve the latest proof.
• You confirm style, size, pose and any special requests during checkout.
• Two rounds of consolidated changes to the agreed design are included before approval. Corrections needed because we missed the agreed instructions do not use these rounds. A new style, pose, pet or substantial redesign is a scope change. We quote additional work first and start it only after your explicit agreement; there are no automatic extra charges.

Please review your proof carefully — approving it means you accept the design as shown.

3. WHAT WE DO COVER — DEFECTS & ERRORS ON OUR SIDE

We remake your figurine free of charge, or issue a full refund including original shipping if you prefer, in any of these cases:

• Manufacturing defect: cracks, breaks, missing parts, warped or misprinted areas, or paint errors not present in the approved proof
• Wrong item: incorrect style or size, or a figurine that does not match the design you approved
• Damaged in transit
• Lost in transit, confirmed by the carrier or established through a reasonable investigation; an unresolved carrier claim does not indefinitely postpone your remedies

To make a claim, email [email protected] promptly, preferably within 7 days of delivery with: (1) your order number, (2) clear photos of the item from several angles, (3) photos of the outer packaging, (4) a short description of the issue. We aim to respond within 2 business days and agree a remedy or provide a substantive progress update within 5–7 business days after receiving the information needed to assess the claim. This is not a promise that a replacement will arrive within that period. If you choose a remake, we confirm its production and shipping estimate separately. The choice of the covered remedies above is yours.

4. WHAT WE DO NOT COVER

• Minor differences from the approved proof — hand-painting means no two pieces are identical, and slight variation in shading or fur direction is normal
• Limitations caused by the photos you supplied (blurry, low-light or single-angle photos reduce the detail we can reproduce)
• Size perception — please check the size guide and compare with a ruler
• Colour variation caused by your screen settings
• Damage caused by dropping, pet chewing, outdoor exposure or improper cleaning after delivery
• Change of mind, ordering the wrong item, or finding a similar product elsewhere for less
• A short delay alone does not automatically establish a defect. For overdue or failed delivery, we investigate and provide the remedies described in our Shipping Policy; mandatory rights remain unaffected

5. FULL PAYMENT & STAGED CANCELLATIONS

Full payment is due at checkout. There is no separate deposit or later balance. Payment alone does not make any part of your payment automatically non-refundable. The following stages apply only when you cancel for personal reasons, not when we fail to provide what was agreed.

• Before dedicated work starts: full refund. Payment processing, placing an order or an internal queue entry alone does not count as dedicated design work.
• Design started, first proof not yet completed and sent: we deduct reasonable, documented costs of work already performed for your order, up to 30% of the affected item’s discounted price excluding tax. We do not automatically charge the full 30% merely because work has started.
• First agreed-scope proof completed and sent, before custom production: the normal design cancellation charge is 30% of that price. This reflects photo and requirement review, dedicated modelling, design communication and preparation. We reduce it if the work actually performed or applicable law justifies a lower charge. Approval of the final proof alone does not increase the charge or prove that production has started.
• Custom production started: once printing, painting or another evidenced, non-recoverable production commitment for your approved design has begun, we normally cannot accept a change-of-mind cancellation. If cancellation is agreed or required by law, we explain the reasonable loss calculation and refund any amount that must be returned, taking account of costs saved, recoveries and reusable materials. Your entire payment is not automatically forfeited.

How amounts are calculated: the 30% ceiling or normal design charge applies per affected figurine to the item price after allocated discounts and before tax, not the entire cart or separately charged shipping. Standard shipping included in the item price is not charged again; any saved delivery expense is considered in the loss assessment. Unused separately charged shipping is refunded, and tax is adjusted as required. We never deduct the design charge and the same design costs twice. General advertising or customer acquisition costs are not a standalone cancellation fee.

Why a charge can apply: a personalised design uses specialist time and order-specific preparation that cannot usually be reused for another customer. We notify you when dedicated design work starts. Staff records must support the actual work, proof sent, approval and production commitment; a status label alone does not establish a charge.

How to cancel: email [email protected] with your order number and cancellation request. The relevant stage is the evidenced stage when your request reaches us, not when we reply. We stop avoidable further work when we receive the request and do not increase the charge by continuing work afterwards. We aim to respond within 2 business days and explain the stage, basis, deduction and refund amount in writing before processing. You may question the calculation; contacting us does not restrict payment-provider or legal rights.

Customer-supplied 3D files: the 30% modelling schedule does not apply to printing-only orders. Before dedicated file review or preparation: full refund. Afterwards, before production: only reasonable, evidenced file-review or preparation costs may be deducted, with any paid repair or redesign agreed in advance. After production starts, the production rule above applies. If we decline your file for printability, rights or prohibited content, all amounts paid to us, including original shipping, are refunded without deductions.

Our responsibility and your rights: if we cannot accept or fulfil the order, we refund all amounts paid for it. Defects, non-conformity, damage and failed delivery retain the remedies elsewhere in this policy. Work needed to correct our failure to follow the agreed instructions is not a customer cancellation charge. Any mandatory cancellation, withdrawal or refund rights prevail. These rules apply only to new orders accepting this version; earlier orders keep their accepted terms.

6. HOW REFUNDS ARE PROCESSED

Approved refunds are returned to your original payment method within 3–5 business days of approval; your bank or PayPal may need a further 5–10 business days. Refunds do not include customs duties or import taxes you paid locally — those must be claimed from the authority directly.

7. 3D MODEL ORDERS (PRINTING ONLY)

• We review your file and confirm printability before production. If it cannot be printed as supplied, we tell you and offer either a fix (where possible, may incur a fee) or a full refund.
• We print exactly what the file contains and are not responsible for design errors, proportions or missing detail in a customer-supplied file.
• Please confirm you have the rights to the model you upload.

Accepted model formats are .STL, .OBJ and .3MF only, up to 3 files and a maximum of 100 MB per file, subject to any lower limit displayed in the uploader. You must confirm that you own or have the necessary rights to use and have us print the uploaded models. We may decline or cancel an order if the model cannot be printed, its rights cannot be confirmed, or the content is prohibited. If we decline or cancel on these grounds, we refund all amounts paid to us for the order, including original shipping, in full without deductions. No repair fee is charged without your prior approval. This full-refund rule applies even if the general pre-production cancellation rules would otherwise allow costs to be deducted.

8. CHARGEBACKS & DISPUTES

We would much rather fix a problem than argue about one. If something is wrong, email us first — we assess the issue and explain the available remedy and next steps. A partial credit is offered only with your agreement. Contacting us does not require you to waive payment-provider or legal rights, or wait beyond an applicable dispute deadline.

9. CONTACT

[email protected] — we reply within 2 business days. Operating hours: Monday–Friday, 9:00–18:00 (China Standard Time, UTC+8)

Order scope, approval and changes

Before sculpting we review your photos, style, size, pose, markings and special requests and confirm the agreed scope by email. If photos are unsuitable, work pauses while we request replacements. We do not treat silence, a missed reply or payment as design approval. Please send each revision round as one consolidated list by replying to the numbered proof email.

After approval, changes require a feasibility check and any new price and timeline must be accepted before work begins. We do not print an unapproved replacement version. If you stop replying, the order is paused and we contact you; we do not automatically approve it, forfeit your payment or dispatch an unapproved design.

These revision limits and staged cancellation charges apply only to new orders accepting this version. Existing orders keep the terms they accepted; no design fee or internal-labour deduction is introduced retrospectively.

Evidence and return arrangements

Keep the item and packaging while we assess the issue, where reasonably possible. Photos are helpful; an unboxing video is not mandatory and missing packaging or late discovery does not automatically remove your rights. If a return is needed for a covered defect, wrong item or transit damage, contact us for authorised instructions and a prepaid label or another agreed arrangement at our cost. Do not send the item to an unconfirmed address. We may waive a physical return when assessment or recovery is impractical. We do not require you to pay international return postage for our covered error.

Small handmade variations are assessed against the approved design, agreed specifications and applicable conformity requirements. A broad variation disclaimer does not excuse a wrong size, missing agreed feature, material paint error or unsafe product.