Returns & Refund Policy

Last updated: September 12, 2026

This policy applies to purchases made directly through Figmo at getfigmo.com. Most Figmo products are personalized and made to order from the photos, artwork, measurements, text, colors, or other instructions you provide. Please review the rules below before ordering.

Nothing in this policy limits any rights you may have under applicable consumer law. If mandatory law gives you broader rights, those rights will apply.

Policy Summary

1. Custom and Personalized Items

Because a custom item is created specifically for one customer and generally cannot be resold, we do not accept returns, exchanges, or refunds for buyer’s remorse, including a change of mind, no longer needing the item, or selecting the wrong size, style, color, base, package, text, or other option.

The final-sale rule does not remove your protection when an item arrives damaged, has a significant manufacturing defect, is the wrong item, or contains a clear production error by Figmo. Those cases are covered under Sections 3 and 4.

2. Order Cancellation or Changes

• Within 5 hours of purchase: You may request a cancellation or change at no charge by emailing support@getfigmo.com.
• After 5 hours but before design approval or production: We may approve cancellation. If design preparation has started, a 15% production-preparation fee will be deducted from the refund.
• After design approval or production begins: The order can no longer be canceled or changed because materials and labor have been committed to your custom item.

The 15% production-preparation fee is a cancellation charge for work already performed. It is not a return restocking fee.

3. Damaged, Defective, Incorrect, or Missing Items

Please contact us within 30 days after delivery if your order:

• Arrives damaged in transit
• Has a significant manufacturing defect
• Contains a clear production error by Figmo
• Is materially different from the approved order details or design proof
• Is the wrong product or is missing an item from the confirmed order

For visible shipping damage, please notify us within 48 hours of delivery when possible so we can document the carrier claim. A report made after 48 hours but within the 30-day claim window will still be reviewed.

Email support@getfigmo.com and include your order number, a description of the issue, clear photos or video of the product, and photos of the outer and inner packaging when shipping damage is involved. Keep the product and packaging until we finish reviewing the claim.

4. Remedies for an Approved Quality Claim

If we approve a claim for damage, defect, an incorrect item, or a Figmo production error, we will provide an appropriate remedy at no additional cost. Depending on the issue, this may be:

• A free remake or replacement, including standard reshipping
• Replacement of the affected part
• A full or partial refund when a remake or replacement is not appropriate

If a full refund is approved for a Figmo-caused issue, it will include the price paid for the affected item and the original standard shipping charge paid for that item. We will tell you whether the item must be returned. Do not mail anything until you receive written return instructions.

5. Likeness, Photo Quality, and Handmade Variations

Custom figurines and photo-based products are artistic recreations rather than exact photographic replicas. Minor differences in color, texture, proportions, surface finish, 3D-printing layer lines, resin work, and hand-painting are normal and are not defects by themselves.

Claims based only on subjective preference or limitations caused by a blurry, dark, cropped, filtered, or low-resolution source image are not normally eligible for a return or refund. However, if the finished item has a substantial mismatch with the approved order details or design proof, contact us within 30 days after delivery and we will review it under the quality-claim process.

6. Return Authorization, Method, and Address

All authorized returns are handled by mail. Before returning an item, email support@getfigmo.com to obtain a Return Merchandise Authorization (RMA), confirmation of the items to return, and packaging instructions. Returns sent without authorization may not be identifiable or processed.

Unless your authorization email provides a different destination for operational reasons, authorized returns should be mailed to:

Figmo Returns
Shop 02-3, Ground Floor
No. 72 Pingyuan Heng Street
Shiwanzhen Subdistrict, Chancheng District
Foshan
Phone: +86 13430277436

Please use a trackable shipping service and keep your receipt and tracking number until your return is resolved.

7. Return Shipping Costs

• Approved Figmo quality issue: Figmo pays the reasonable return shipping cost and any standard shipping cost for a remake or replacement. We may provide a prepaid label or reimburse an agreed tracked shipping cost.
• Customer-caused issue or exceptional non-defective return: If Figmo agrees in writing to an exception, the customer is responsible for return shipping. Original shipping charges are not refundable.
• Unauthorized return: Shipping costs will not be reimbursed, and the package may not be processed.

8. Restocking Fees

Figmo charges no restocking fee ($0) for an approved return involving damage, a manufacturing defect, an incorrect item, or a Figmo production error.

Custom items are not accepted for change-of-mind returns, so a restocking fee does not apply to those requests. The cancellation fee described in Section 2 applies only to an eligible cancellation after design preparation has begun.

9. Refund Process and Timing

After we approve a refund—and, when required, receive and inspect the returned item—we will issue the approved amount to the original payment method within 10 business days. We will email you when the refund has been submitted.

Your bank, card issuer, PayPal, or other payment provider may need additional time to post the credit to your account. If more than 15 business days have passed since our refund confirmation, contact us so we can help check the transaction.

10. How to Start a Claim or Return

1. Email support@getfigmo.com within the applicable time window.
2. Include your order number, the reason for your request, and clear supporting photos or video.
3. Wait for our written decision and, if a return is required, your RMA and mailing instructions.
4. Ship the authorized item using a trackable service and keep the receipt.
5. We will confirm the remake, replacement, or refund outcome by email.

11. Contact Information

Company Name: Figmo
Customer Support Email: support@getfigmo.com
Phone Number: +86 13430277436
Customer Support Hours: Mon to Fri: 9am – 9pm, Sat & Sun: 10am – 6pm GMT
Business Address: Shop 02-3, Ground Floor, No. 72 Pingyuan Heng Street, Shiwanzhen Subdistrict, Chancheng District, Foshan