Returns & Refunds
Last updated
Our guarantee
If the figurine you receive does not match the 3D proof you approved, we will remake it or refund you in full. Raise the claim within 30 days of delivery with a photo of what arrived. There is no restocking fee.
Cancellations
You can cancel for a full refund at any point before you approve your 3D proof. Once the proof is approved, production starts and the order can no longer be cancelled.
Change-of-mind returns
Because every figurine is sculpted individually to your specification, we cannot accept change-of-mind returns after proof approval. This is standard for made-to-order goods and is why the proof stage exists — use it, and ask for as many revisions as you need.
How to raise a claim
Email support@custom-figure.com with your order reference and clear photos of the figurine. We respond within one business day and, where a remake is agreed, it goes to the front of the production queue.
Refund processing
Approved refunds are returned through PayPal to the original payment method. PayPal typically posts the funds within 3–5 business days, though card issuers can take up to 10.
Questions about this policy? Contact us — we reply within one business day.