Refund Policy

Last updated: September 14, 2026

PixoFig products are personalized and made to order from the photos, options and instructions provided by each customer. Because custom products cannot normally be restocked or resold, cancellation, return and refund eligibility depends on the production stage of the order.

Order cancellation before 3D modeling begins

If you contact us before 3D modeling has begun, you may cancel the order for a full refund to the original payment method.

Please email support@pixofig.com as soon as possible and include your order number. Sending a request does not by itself confirm cancellation. We will confirm whether production has started.

Cancellation after 3D modeling begins

If 3D modeling has begun but you have not yet approved the design for printing, we may cancel the order and refund 50% of the order value. The remaining 50% is retained for the personalized design work already completed.

After printing approval

Once you approve the 3D design for printing, production is authorized to begin. The order can no longer be canceled, changed or refunded because the item is being made specifically for you.

Approval may be provided through the review method offered for your order, including email or another confirmed support channel.

Design revisions

You may request adjustments during the pre-production review stage. Once the preliminary 3D model has been established, up to three revision rounds are included. Please send clear and consolidated feedback for each round.

Requests that materially change the original photo, number of people or pets, selected style, pose, clothing, accessories or other ordered specifications may require an additional charge or a new order. We will explain any additional cost before proceeding.

No further design changes are available after you approve the model for printing.

Change-of-mind returns

We do not accept change-of-mind returns for personalized products after printing has been approved. A custom figurine is created from customer-provided materials and cannot reasonably be resold to another customer.

Damaged, defective or incorrect items

If your order arrives damaged, has a confirmed production defect or does not match the approved order specifications, contact us within 3 calendar days of delivery at support@pixofig.com.

Please include:

- your order number;
- a clear description of the problem;
- clear photographs of the item;
- photographs of the outer packaging, inner packaging and shipping label; and
- an unboxing video, if available.

Please keep the item and all packaging while we review the claim. We may also review our packing records and request additional information reasonably needed to assess what happened.

If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.

If our review confirms production damage, shipping damage or an incorrect item, PixoFig will make and send **one replacement figurine at no additional charge**, including replacement shipping.

Minor variations

PixoFig figurines are stylized, made-to-order pieces. Minor variations in color, surface finish and small details can occur because of screen settings, source-photo quality, printing and hand-finishing. A stylized figurine is not an exact miniature clone of a person or pet. These expected minor variations do not by themselves mean that an item is defective.

Refund processing

Approved refunds are issued to the original payment method. Your bank or payment provider may require additional time to display the refund after it has been processed by PixoFig.

Mandatory consumer rights

Nothing in this policy excludes, restricts or replaces rights or remedies that cannot lawfully be excluded under consumer protection laws that apply to you.

Contact

For cancellation, refund or replacement questions, contact:

Email: support@pixofig.com