Terms of service

These terms govern your purchase from VoxelPals. By placing an order you accept them.

1. What we make

We build personalised figures and framed pieces by hand, based on a photograph you supply. Each item is made to order. Because a figure is a stylised interpretation rather than a scan, it will resemble the subject without being a literal likeness — that is why we send you a proof to approve before anything is built.

2. The photo you upload

When you upload a photo you confirm that you own it or have permission to use it, and that everyone shown in it consents to a figure being made of them. You grant us a limited licence to use that photo solely to design, produce and deliver your order, and to provide customer support on it. We do not use your photo in marketing without asking you separately and getting your reply in writing.

We cannot accept photos that infringe someone else's rights, and we do not reproduce copyrighted or trademarked characters, brand logos, or the likeness of public figures without documented authorisation. We may decline and fully refund any order that would require it.

3. Orders, prices and payment

All prices are shown in US dollars and include the figure, its display base and free worldwide shipping. Import duties and taxes are not included — see our shipping policy. We may correct pricing or description errors and will contact you before charging you differently than displayed. Payment is taken when the order is placed; if you cancel before approving the proof, you are refunded in full.

4. Proof approval

Production begins only after you approve the digital proof. Approving the proof confirms the design you are buying. Please review it carefully — spelling of any engraved name, the outfit colours, the number of figures.

5. Returns and refunds

Set out in full in our refund policy, which forms part of these terms.

6. Delivery times

The timeframes we publish are honest estimates based on how we actually work, not guarantees. Carrier delays and customs holds are outside our control.

7. Intellectual property

The VoxelPals name, site design, photography and product renders are ours. You may not copy them for commercial use. The figure you buy is yours to keep, display, photograph and give away.

8. Liability

Our liability for any order is limited to the amount you paid for it. Nothing in these terms limits liability that cannot be limited by law, including for death or personal injury caused by negligence. These items are decorative keepsakes; they contain small parts and are not toys for children under three.

9. Changes

We may update these terms. The version published when you place your order is the version that applies to it.

Questions about this policy? Reach us through the contact page or on WhatsApp, and we will reply within one business day.