Refund & Revision Policy

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Plain English first: every piece is hand-painted specifically for you. We fix our own mistakes, we let you review before shipping, and we don't pretend custom work is refundable in every circumstance. What follows is exactly how we handle it.

1. You approve before we ship

This is the foundation of the whole policy. Before dispatch, you receive real photos of your finished figurine and must approve it. That means you never receive a piece you haven't seen. If it isn't right at that stage, we adjust it — you don't need to ask for a refund of a piece you've never accepted.

2. Revisions included

One round of reasonable colour or detail changes is included in the price. Reasonable means things like:

Not included (and we'll tell you honestly if you ask for one): changing the pose, changing the base shape, requesting additional elements or a different figurine type, or repeated rounds of subjective stylistic changes. Extra work may be quoted separately, and you can always decline.

3. If we made a mistake

If the figurine doesn't match the photos and written notes you supplied, that's on us. We will correct it at our cost, including any return shipping involved. We don't charge you for our errors.

4. Cancelling before production

You can cancel any time before we begin hand-painting for a full refund. Once painting has started, we've already committed materials and artist time to your specific piece, so a cancellation may not be refundable in full — we'll tell you exactly where your order stands and what portion can be returned before you decide.

To cancel, contact us with your order number. We'll confirm in writing.

5. Damaged or defective on arrival

If your figurine arrives damaged or defective, contact us within 7 days of delivery with photos of the item and the packaging. We will repair, replace or refund it. We may ask you to return the item, and we cover that shipping in genuine damage cases.

6. Lost in transit

If tracking confirms a parcel is lost, we will replace it or refund you. Carrier investigations can take a few weeks; we'll keep you updated rather than leave you guessing.

7. What isn't refundable

8. Your statutory rights

Nothing in this policy removes or limits any right you have under applicable consumer protection law, or your right to raise a dispute with PayPal as a buyer. Where the law gives you a stronger right than this policy, the law wins. If you believe you're entitled to a remedy, tell us — we would much rather resolve it directly than have you escalate.

9. How refunds are paid

Refunds are issued to the original PayPal account or payment method. Once we process a refund it is typically visible within a few business days, though your bank or PayPal may take longer to post it.

10. How to start a claim

Use the contact page and include:

A real person will reply. We aim to resolve every case fairly.