Refund policy
Refund and returns policy
Every VoxelPals figure is built to order from the photo you upload, so it cannot be resold to anyone else. That shapes this policy: we are generous before production starts and we stand behind the finished piece, but we cannot accept change-of-mind returns on a completed custom build.
Before you approve the proof — full refund, no questions
After you order, our designers send you a digital proof of your figure, usually within two business days. Nothing is built until you approve it. At any point before you approve, you can cancel for any reason and receive a 100% refund to your original payment method.
Revisions at the proof stage are unlimited and free. If the hair, outfit, pose or expression is not right, tell us and we will redo it.
After you approve the proof
Once you approve, we order the parts and begin the build, so an approved order cannot be cancelled for change of mind. If you need to change something urgently, contact us immediately — if the build has not started we will do our best to help.
If something is wrong with what arrives
We will remake your order free of charge, or refund you in full, if the item:
- arrives damaged or broken in transit;
- has a manufacturing defect;
- differs materially from the proof you approved; or
- never arrives, and tracking confirms it is lost.
Contact us within 14 days of delivery with your order number and a few photos of the problem. We do not ask you to ship the item back at your own expense.
What is not covered
- Change of mind, or the figure not matching an expectation that differs from the proof you approved.
- An incorrect or incomplete delivery address supplied at checkout. If a parcel is returned to us for that reason, we will reship once you cover the reshipment cost.
- Normal variation in handmade assembly — small differences in part alignment are inherent to a hand-built piece.
How refunds are issued
Approved refunds go back to the original payment method. Your bank typically takes 5–10 business days to post it. Shipping was free, so there is nothing to deduct.
Questions about this policy? Reach us through the contact page or on WhatsApp, and we will reply within one business day.