Refund policy

Last updated: September 7, 2026

At SnapFig, each 3D figurine is personalized and created from photographs and customization information submitted by the customer. Because every product is made specifically for an individual order, our cancellation, return and refund rules differ from those that normally apply to non-personalized products.

This Returns & Refund Policy applies to orders placed through snapfig.com, unless a different policy is clearly displayed for a particular product or destination.

Please review this Policy carefully before placing an order. Nothing in this Policy excludes or limits any consumer rights or remedies that cannot lawfully be excluded or limited under applicable law.

1. Personalized Products

SnapFig products are custom-made using the photographs, selections and instructions provided with each order. Design, modeling and production work may begin shortly after an order is placed.

Please review your photographs, customization options, spelling, messages, quantities, shipping address and other order information carefully before submitting your order.

Before placing an order, customers may generate a visual preview to help illustrate the selected style and general appearance. This preview is a visual reference and may not represent every detail of the production-ready 3D model or finished figurine exactly.

After an order is placed, we may review the submitted photographs and customization information and prepare or refine the model used for production. If additional information, adjustments or confirmation are reasonably needed, we may contact the customer before production proceeds. Changes or cancellation may become limited once personalized modeling, production preparation or production has begun.

2. Order Changes

If you need to change your photographs, customization details, shipping address or other order information, please contact us as soon as possible.

We will make reasonable efforts to accommodate a requested change if the relevant design or production stage has not yet been completed. However, we cannot guarantee that changes can be made after modeling or production has begun.

Approved changes may affect the production schedule, delivery estimate or total cost of the order. If an additional charge is required, we will communicate it before proceeding where reasonably practicable.

3. Order Cancellations

You may request cancellation by contacting us at ivan.he@snapfig.com or through our Contact Us page. Please include your order number and the reason for your request.

Cancellation eligibility and the applicable refund amount depend on both the time elapsed since the order was placed and the amount of personalized design, modeling or production work already completed.

Any amount retained reflects personalized design, modeling, production preparation, payment processing or other work already completed for the order. The exact refund available may therefore depend on the actual stage reached when we receive the cancellation request.

If SnapFig is unable to fulfill an order for reasons attributable to us, and no suitable alternative is agreed upon, we will issue an appropriate refund, which may include a full refund of the affected item.

4. Change-of-Mind Returns

Because personalized products are created specifically for each customer and cannot ordinarily be resold, we do not generally accept returns, exchanges or refunds based solely on:

• a change of mind after design or production has begun;
• a change in personal preference;
• subjective dissatisfaction with an artistic style that is reasonably consistent with the selected style, order details and visual preview;
• information, spelling, selections or instructions submitted or approved by the customer; or
• details that could not reasonably be reproduced because they were blurred, cropped, covered or not visible in the submitted photographs.

This restriction does not apply to products that arrive damaged, defective or incorrect, are materially different from the submitted order details or the visual preview associated with the order, or otherwise qualify for a remedy under this Policy or applicable law.

5. Damaged, Defective or Incorrect Products

If your product arrives damaged, has a manufacturing defect, is incorrect, or is materially different from the submitted order details or the visual preview associated with the order, please contact us as soon as reasonably possible.

Where reasonably possible, we recommend contacting us within 48 hours of delivery so that the condition of the product and packaging can be documented promptly. Requests submitted later will be reviewed based on the circumstances, available evidence and applicable law.

Please provide the following information:

• your order number;
• a clear description of the issue;
• clear photographs showing the product and the relevant issue;
• photographs of the outer and inner packaging if the item was damaged during transit; and
• any other information reasonably needed to review the request.

Please retain the product and its original packaging while we review your request. Disposing of the product or packaging before the review is completed may make it more difficult to verify transit damage or other issues.

6. Differences from the Visual Preview

Digital previews are intended to represent the general design and appearance of the personalized product. However, minor differences may occur because of screen settings, lighting, 3D-printing processes, hand-finishing and the characteristics of the submitted photographs.

The following are not ordinarily considered defects by themselves:

• minor variations in 3D-printing texture or surface finish;
• slight color differences caused by screen or display settings;
• small artistic or handcrafted variations that do not materially affect the overall likeness, selected style or order details;
• slight size variations reasonably associated with an individually manufactured product; or
• details that were unclear, obstructed or absent from the photographs provided by the customer.

If the finished product is materially or significantly different from the submitted photographs, selected customization options, confirmed order details or the visual preview associated with the order, we will review the issue and may provide an appropriate resolution where the claim is verified.

7. Available Resolutions

Once we receive the requested information, we will review the circumstances and determine an appropriate resolution. Depending on the nature and extent of the issue, an eligible resolution may include:

• a correction or adjustment where reasonably practicable;
• a remake or replacement;
• a partial refund;
• a full refund; or
• another resolution agreed upon with the customer.

The appropriate resolution may depend on the nature of the issue, the available evidence, whether the product can reasonably be corrected or remade, and any rights available under applicable law.

Unless required by applicable law, an approved remedy does not ordinarily entitle the customer to receive both a replacement and a full refund for the same affected item.

8. Return Instructions and Return Shipping

Please do not send a product back without first contacting us and receiving return instructions. Returns sent without authorization may be delayed or may not be delivered to the correct processing location.

Depending on the circumstances, we may be able to resolve a verified claim using photographs and other supporting information without requiring the product to be returned.

If we require the return of a product that is confirmed to be damaged, defective, incorrect or materially different from the submitted order details or the visual preview associated with the order, SnapFig will provide return instructions and cover reasonable return shipping costs. No restocking fee will ordinarily be charged for a verified eligible claim.

If a return is agreed for another reason, any return shipping cost or other applicable charge will be disclosed before the return is authorized.

9. Lost or Undelivered Packages

Shipping and delivery timeframes are estimates and may vary by destination, production requirements, carrier operations, customs processing and other circumstances. Please review our Shipping Policy for current delivery information.

If tracking has not updated for an extended period, or your package has not arrived by the end of the estimated delivery window, please contact us so that we can investigate with the carrier.

If a package is confirmed lost in transit and the customer provided a complete and accurate shipping address, an appropriate resolution may include a replacement or full refund.

A delay alone does not necessarily mean that a package is lost. Delays caused by customs processing, severe weather, carrier disruptions, peak seasons or other circumstances outside our reasonable control do not ordinarily qualify for a refund by themselves. This does not apply where a package is confirmed lost or where a remedy is required by applicable law.

10. Incorrect Addresses and Unclaimed Packages

Customers are responsible for providing a complete and accurate shipping address. If you notice an error, please contact us as soon as possible. We will make reasonable efforts to update the address if the order has not already entered a stage at which changes are no longer possible.

If a package cannot be delivered because of an incorrect or incomplete address provided by the customer, refusal to pay applicable customs charges, failure to collect the package or another circumstance attributable to the recipient, we may not be able to provide a free replacement or full refund.

If the package is returned to us and can reasonably be reshipped, we may offer reshipment after confirming the address. The customer may be responsible for reasonable reshipping charges unless the delivery problem resulted from an error by SnapFig or the carrier.

If tracking shows that a package was delivered but you cannot locate it, please check the delivery location, household members, neighbors and the local carrier before contacting us. We will assist with a reasonable review of the available tracking information.

11. Refund Processing

Approved refunds will generally be issued to the original payment method. We aim to initiate an approved refund within 1–2 business days after the refund decision has been confirmed.

After we initiate the refund, your bank, card issuer, PayPal or other payment provider may require additional processing time before the funds appear in your account. Processing times commonly vary by payment method and provider.

• Credit or debit card refunds may take approximately 5–10 business days after processing.
• PayPal or similar payment service refunds may take approximately 3–5 business days after processing.

These timeframes are estimates and are controlled by the relevant payment provider. If an approved refund has not appeared after 10 business days, please contact your payment provider first and then contact us at ivan.he@snapfig.com if further assistance is needed.

12. Payment Disputes and Chargebacks

If you have a concern about an order or charge, we encourage you to contact us first so that we have an opportunity to investigate and attempt to resolve the matter.

If a payment dispute or chargeback is submitted, we may provide relevant order information to the payment provider, including transaction records, submitted customization details, previews associated with the order, customer communications, production records, tracking information and delivery confirmation where applicable.

Nothing in this section limits any rights you may have under applicable law or the rules of your payment provider.

13. Consumer Rights

Nothing in this Policy excludes, restricts or modifies any consumer guarantee, warranty, right or remedy that cannot lawfully be excluded, restricted or modified under applicable law.

Personalized or custom-made products may be excluded from certain change-of-mind or withdrawal rights in some jurisdictions. However, any applicable rights relating to damaged, defective, incorrect or misrepresented products remain unaffected.

14. Changes to This Policy

We may update this Policy from time to time to reflect changes to our products, practices, operational requirements or applicable laws.

The revised version will be posted on this page with an updated “Last updated” date. Changes will generally apply prospectively unless otherwise permitted or required by applicable law.

15. Contact Us

For questions or requests concerning cancellations, returns, replacements or refunds, please contact us using the following information: