Refund & Cancellation Policy

 

Thank you for choosing uDesign Gift. Because every custom bobblehead, personalized figurine, pet figure, wedding cake topper-style figure, anime figure and portrait bust is handmade based on your photos and order details, our refund and cancellation policy depends on the production stage.

Please read this policy carefully before placing a custom order.

Before Production Starts

You may cancel your order for a full refund before we begin the custom work.

If you need to cancel, please contact us as soon as possible with your order number.

After Production Starts

Once production has started, materials, artist time and custom work have already been used for your order. If you cancel after production begins, we may offer a partial refund depending on the stage of the work.

The later the production stage, the lower the possible refund amount may be.

During the Proofing Stage

We send progress photos before shipping so you can review the figure. You may request reasonable adjustments based on the confirmed photos and order details.

Reasonable adjustments may include small improvements to the face, hairstyle, color, outfit details or pose, depending on the material and production stage.

Major changes that were not included in the original order may require an additional fee. Examples include changing the full body pose, replacing the outfit, adding new people or pets, adding large props, changing the figure style or restarting the sculpture.

After Final Approval

Once you approve the final photos and the item has been shipped, the order cannot be cancelled because it is a personalized item made only for you.

Custom items cannot be returned simply because of a change of mind.

Handmade Notice

Each custom figure is handmade. Small differences in face shape, proportion, color, texture, expression and details are part of the handmade process.

We do our best to capture the likeness, personality and important details of your photos, but we cannot guarantee an exact machine-made replica.

Incorrect or Low-Quality Photos

The final result depends greatly on the quality of the photos and information you provide. If the photos are blurry, dark, heavily filtered, covered, low-resolution or inaccurate, the figure may be less detailed or less similar to the person or pet.

We are not responsible for issues caused by incorrect photos, unclear instructions, wrong names, wrong dates, wrong shipping information or missing details provided by the customer.

Damaged or Defective Items

If your custom figure arrives damaged, please contact us within 3 days of delivery. Please include:

Your order number
Clear photos of the damaged item
Photos of the outer packaging
Photos of the inner packaging
Photos of the shipping label

We will review the situation and provide a suitable solution, such as repair guidance, replacement parts, partial refund, replacement or refund depending on the case.

Lost or Delayed Packages

Shipping times may vary depending on destination, customs processing, weather, holidays and local delivery conditions. If a package is delayed, we will help you check the tracking information.

If a package is confirmed lost by the shipping carrier, we will work with you to find a suitable solution.

Non-Refundable Situations

Custom items are generally not eligible for refund or return in the following situations:

Change of mind after production starts
Customer provided incorrect or unclear photos
Customer provided wrong customization details
Customer provided wrong shipping information
The item has already been approved and shipped
Expectation of an exact machine-made replica
Minor handmade differences in shape, color, proportion or texture
Damage caused by improper handling after delivery
Delay caused by customs, local delivery or incorrect address

Order Changes

If you need to change the order details, please contact us as early as possible. We will do our best to help before production starts.

After production begins, some changes may not be possible. If the change requires extra work, additional materials or restarting part of the figure, extra fees may apply.

Contact Us

If you have any issue with your order, please contact us at:

getudesignofficial@gmail.com

Please include your order number and clear photos when contacting us about a refund, cancellation, damage or order problem.