Refund policy

At SnapFig.com, every 3D figurine is custom-made and personalized from your photos. Because each piece is uniquely crafted for you, our return and refund policy is designed to be fair while protecting the integrity of our handcrafted process. Please read the following policy carefully before placing your order.

1. Order Cancellation & Refund Timeline

You may request to cancel your order and receive a refund according to the following schedule. The refund percentage is calculated based on when the cancellation request is received:

 

Note: Once the package is in transit, we do not accept refund requests. All our products are personalized and custom-made; they cannot be resold to other customers.

 

2. How to Cancel or Change an Order

If you need to cancel or modify your order, please contact us immediately after placing the order:

· Live Chat: Available on our website during business hours

· Email: service@snapfig.com — include your order number and request details

· Support Ticket: Submit via the contact form on our website

The sooner you contact us, the more likely we can cancel or modify your order before production begins. Requests submitted after production has started may not be eligible for cancellation.

 

3. Refund Processing Time

Once your cancellation or refund request is confirmed, we will process your refund within 24–48 hours. However, please note that it may take an additional 5–10 business days for the refund to appear in your original payment account, depending on your bank or payment provider.

· Credit / Debit Cards: 5–10 business days after refund is processed

· PayPal: 3–5 business days after refund is processed

If you have not received your refund after 10 business days, please check with your payment provider first, then contact us at service@snapfig.com for assistance.

 

4. Returns & Exchanges

Due to the personalized nature of our products, we do not accept returns or exchanges for reasons such as change of mind, preference, or subjective dissatisfaction after the order has been produced or transmitted.

Returns or exchanges are only accepted in the following circumstances:

 

To initiate a return or exchange for any of the above reasons, please contact our Customer Service team with your order number and supporting evidence (photos, description).

 

5. Damaged, Defective, or Incorrect Items

If your figurine arrives damaged, defective, or does not match your approved 3D preview, please follow these steps:

1. Contact us at service@snapfig.com within 48 hours of delivery

2. Provide the following information:

· Clear photos of the product (showing the defect/damage)

· Photos of the original packaging

· Your order number and a brief description of the issue

Once we receive your claim, our team will review the evidence and determine whether a free replacement or partial/full refund is appropriate. Claims submitted more than 48 hours after delivery may not be eligible for resolution.

Not considered defects: Minor natural variations in 3D printing texture, slight color differences due to screen calibration, or small artistic differences that do not affect the overall likeness of the figurine.

 

6. Lost or Undelivered Packages

If you have not received your package within the following timeframes after receiving your shipping confirmation email, please contact us:

 

We will investigate with the carrier. If your package is confirmed lost and the shipping address you provided was correct, we will gladly offer a free replacement or a full refund.

· If the package was lost due to an incorrect or incomplete address provided by you, we are not responsible for the loss.

· If the tracking shows "delivered" but you did not receive it, please check with your local carrier or neighbors first, then contact us.

 

7. Non-Refundable Situations

Please note that we cannot issue a refund or replacement in the following situations:

· Order has already been shipped (in transmit)

· You changed your mind after the production started.

· Subjective dissatisfaction with the artistic style (after the production started)

· Minor color differences caused by screen display settings

· Delay in delivery caused by customs, weather, or carrier issues

· Incorrect shipping address provided by the customer

· Package unclaimed at the delivery address

· Refusal to pay applicable customs duties or taxes

We strongly recommend reviewing your 3D preview carefully before placing order, as production begins immediately after.

 

8. Chargeback Policy

We kindly ask that you contact us before initiating a chargeback or dispute with your payment provider. In most cases, we can resolve your concern quickly and fairly without the need for a formal dispute.

Initiating a chargeback without first contacting our Customer Service team may result in delays and may violate our terms of service. We reserve the right to provide all order records, communication logs, and evidence to the payment provider to contest invalid disputes.

 

9. Contact Us

For any questions regarding returns, refunds, or cancellations, please reach out to us:

·  Email: service@snapfig.com

·  Website: www.snapfig.com

·  Business Hours: Monday – Friday, 9:00 AM – 6:00 PM (EST)

We aim to respond to all inquiries within 1–2 business days.

 

This Returns & Refund Policy is subject to change without prior notice. Please check this page periodically for updates.