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Returns, Cancellations & Refunds

Every PICTOMINI is made especially for the people and moments in your photos. If something changes or your order is not right, please contact support@pictomini.com with your order number so we can help.

Cancelling before design begins

You may cancel for a full refund before personalised design work begins. Please contact us as soon as possible. We will confirm the status of your order and whether work has started.

Cancelling after design begins

Once personalised design work has begun, a full refund for a change of mind is not guaranteed. Contact us before approving the next stage so we can review your request and the work already completed.

Any deduction from a refund must reflect reasonable, documented work already completed or unavoidable costs specific to your order, must have been properly disclosed before purchase, and must be permitted by applicable law. We will explain any proposed deduction; we do not apply an arbitrary cancellation penalty. Any amount that must be refunded by law will be refunded.

Once you have approved the final 3D model and production has begun, we do not offer change-of-mind cancellations or returns for personalised figures, except where required by law. This does not affect your rights if the item is faulty, damaged, incorrect, not delivered as agreed or not as described.

Your design approvals

You review the character concept and the final 3D model before printing. Please check the people or pets, hairstyle, outfit, pose and other requested details carefully. Your product description explains the included revisions. Additional work outside the agreed scope will be quoted for your approval before it is carried out.

We do not start printing without the required approvals. Approval is not a waiver of your rights, and we remain responsible for delivering an item consistent with the approved design and product description.

Damaged, faulty or incorrect items

Please contact us promptly if your figure arrives damaged, is faulty, is the wrong item or differs materially from what you ordered. Include your order number and, where reasonably possible, clear photos of the issue and packaging. An unboxing video is not required.

We will investigate and provide the appropriate remedy required by applicable law. This may include repair, replacement, a price reduction or a refund. Please keep the item and packaging while we review the issue, where practical. These requests do not shorten any statutory claim period.

Product characteristics

Gallery White figures are supplied unpainted and may show fine FDM layer lines and small surface variations. Hand-painted figures may show subtle brushwork and colour variations. These characteristics are not, by themselves, defects when they match the description and approved design. They do not excuse damage, poor workmanship or a materially different product.

Returns and return costs

Please contact us for return instructions before sending an item back. We will confirm whether a physical return is needed and provide the appropriate address. Our correspondence address is not automatically the return destination.

For a confirmed faulty, damaged, incorrect or misdescribed item, we will arrange or cover reasonable necessary return costs. Contacting us first helps avoid sending the parcel to the wrong place; it does not remove any mandatory legal rights.

Refunds

Refunds are sent to the original payment method unless another method is agreed and permitted by law. We will confirm the amount and issue the refund without undue delay, within any legally required period. Your bank or payment provider may need additional time to display it. Store credit will not replace a refund you are legally entitled to receive unless you choose it.

Your legal rights

Personalised goods may be excluded from ordinary change-of-mind withdrawal rights in some countries, including under applicable UK and EU rules. This is not an exclusion of rights relating to faulty, damaged, incorrect or misdescribed goods. Any mandatory rights that apply to your purchase take priority over this policy. If a non-personalised item is sold, its applicable cancellation and return rights remain available.

Questions? Email support@pictomini.com.