Return, Refund, Cancellation, and Revision Policy

Thank you for choosing Momentcraft. Each figurine is custom-made from the photos, references, and instructions provided by the customer. Because every item is personalized and made specifically for one order, our return and refund policy is different from a standard retail product.

Custom-Made Product Notice

Our products are personalized custom figurines, hand-painted 3D figurines, custom collectibles, personalized keepsakes, and memorial gifts. They are artistic interpretations based on the photos and details submitted by the customer.

Because of the handmade and custom nature of our work:

• We do not accept returns or exchanges for change of mind, buyer's remorse, late gift planning, or subjective dissatisfaction after an approved custom item has been made.
• We do not guarantee 100% likeness, exact facial replication, exact color matching, or photorealistic reproduction.
• Cartoon, stylized, and hand-painted versions are artistic likenesses, not exact copies of a person, pet, object, or photo.
• Small differences in shape, color, pose, expression, brushwork, texture, and scale are normal for 3D printed and hand-painted custom items.

Order Cancellation

You may request cancellation within 24 hours after placing your order, as long as our design work has not started.

Once photo review, 3D modeling, design work, printing, painting, or any personalized production step has started, the order can no longer be cancelled for a full refund. If cancellation is approved after work has started, any refund will be determined case by case and may exclude design time, labor, materials, payment processing costs, and other non-recoverable costs.

Customer Photos and Missing Information

The customer is responsible for providing clear, usable photos and accurate personalization details. If the photos or instructions are incomplete, unclear, or unsuitable for modeling, we may contact you for additional information.

Production timelines begin only after we receive usable photos, complete personalization details, and all required customer approvals.

If we cannot reach you or receive the required information after repeated contact attempts, your order may be paused. Delays caused by missing photos, unclear instructions, or late replies are not grounds for cancellation after work has started.

Preview, Approval, and Revision Process

For most custom figurine orders, our process includes the following stages:

1. After your order details and usable photos are received, we prepare a 3D model preview, usually within about 2 business days.
2. We send the 3D model preview to you for review and approval.
3. After you approve the model, we begin 3D printing.
4. After printing, we may send progress photos for confirmation.
5. After painting and before shipment, we may send final photos and/or video for final review.

Your order includes:

• 1 free major revision before model approval.
• 2 free minor/local revisions during the design or finishing process.

A major revision means a meaningful change to the model structure, pose, clothing, body shape, pet shape, or overall design direction before production begins. A minor/local revision means a focused adjustment such as color, small facial details, markings, accessories, or other limited details.

Additional revisions, repeated changes after approval, or requests that require remaking a completed stage may require an additional fee and may extend the delivery timeline.

Once you approve a stage, we move forward based on that approval. Previously approved stages cannot always be reversed without additional cost or extra production time.

If we send a proof or approval request and do not receive a response within 7 calendar days, we may continue with the order based on the latest approved details or the submitted instructions to avoid indefinite delays.

Likeness and Artistic Interpretation

Our goal is to create a thoughtful, recognizable, and high-quality custom figurine. However, custom figurines are not exact replicas.

Likeness depends on photo quality, viewing angle, lighting, hairstyle, fur markings, facial expression, pose, accessories, selected style, size, and production method. A premium detailed version may include more realistic and refined details than a simpler or cartoon-style version, but it is still a handmade artistic interpretation.

Subjective opinions such as "it does not look exactly like the photo" or "I expected a different artistic style" do not qualify for a refund after the customer has approved the relevant production stage.

Damaged, Incorrect, or Seriously Defective Items

Please inspect your order when it arrives. Contact us within 7 days of delivery at hello@shopmomentcraft.com if your item is damaged in transit, incorrect, seriously defective, or materially different from the approved proof.

To help us resolve the issue, please include:

• Your order number.
• Clear photos and/or video of the item.
• Photos of the packaging if shipping damage is involved.
• A short description of the issue.

If the issue qualifies, we may offer one or more of the following solutions depending on the case:

• Repair guidance.
• Replacement part.
• Reprint, repaint, remake, or reshipment.
• Partial refund.
• Full refund.

We reserve the right to decide the most appropriate solution based on the nature of the issue, the production stage approvals, and the evidence provided.

Non-Returnable Items

The following items are not eligible for return or exchange unless they arrive damaged, incorrect, seriously defective, or materially different from the approved proof:

• Personalized custom figurines.
• Custom pet figurines.
• Custom couple, family, friend, profession, graduate, memorial, or keepsake figurines.
• Items containing customer photos, names, dates, custom text, custom logos, or custom design instructions.
• Gift cards, digital products, and downloadable files, if offered.

Unauthorized Returns

Please do not send any item back without contacting us first. Unauthorized returns may be refused and may not be eligible for refund, replacement, or exchange.

Refund Timing

If a refund is approved, it will be issued to the original payment method where possible. Processing time depends on your payment provider and bank.

Contact

For cancellation, revision, return, replacement, or refund questions, contact us at:

Momentcraft

hello@shopmomentcraft.com

www.shopmomentcraft.com