Refund & Return Policy

At Figmo, every custom piece is made especially for you based on the photo, design, or details you provide. Because our products are personalized and made to order, all sales are final unless there is a quality issue caused by us.

By placing an order with Figmo, you agree to the policy below.

1. Order Cancellation or Changes

5-Hour Free Cancellation Window

You may cancel or modify your order within 5 hours after placing it, free of charge. Once the customer has confirmed the model to be printed and we have started producing the customized product, refunds are no longer permitted.

To request a cancellation or change, please contact us at:

Email: [support@figmo.com]
Business Hours: Monday – Friday, 9:00 AM – 7:00 PM (UTC+8)

After 5 Hours

If you request cancellation after the 5-hour window, a 15% service fee may apply. This fee covers design preparation, production planning, labor, and material costs that may have already started.

Once your order has entered production, changes may not be possible.

2. Quality Guarantee

We stand behind the quality of our products. If your item has an issue caused by Figmo, please contact us within 30 days of delivery.

Covered issues include:

  • Wrong item received
  • Major manufacturing defect
  • Product damaged during shipping
  • Clear production mistake caused by Figmo

If your claim is approved, we may offer one of the following solutions:

Option 1: Free Remake

We will remake and reship your item at no additional cost. This is our preferred solution for custom products.

Option 2: Partial Refund

If you do not want a remake, we may offer a 70% refund. A 30% service fee is retained because custom design, materials, and production costs cannot be recovered.

3. Shipping Damage

If your item arrives damaged, please contact us within 48 hours of delivery.

You must provide:

  • Clear photos of the damaged product
  • Photos of the outer packaging
  • Photos of the inner packaging
  • Your order number

Claims reported after 48 hours may not be accepted.

4. Non-Refundable Situations

Because each Figmo product is custom-made, we cannot accept returns, exchanges, or full refunds for the following reasons:

  • Change of mind
  • No longer needed
  • Wrong product, size, base, color, or package selected by the customer
  • Incorrect shipping information provided by the customer
  • Recipient does not like the product
  • Delays caused by customs, carriers, or incorrect address information
  • Low-quality photo provided by the customer
  • Subjective dissatisfaction with artistic interpretation
  • Minor differences in color, texture, shape, size, or finish
  • Slight variations caused by handcrafting, 3D printing, resin work, or hand-painting

Custom products are artistic recreations, not exact replicas. While we aim to create a high-quality likeness, we cannot guarantee 100% identical facial features, colors, expressions, or proportions.

5. Photo Quality Responsibility

The final result depends heavily on the quality of the photo you provide.

For best results, please upload clear, well-lit photos with visible facial details and a suitable angle. Blurry, dark, filtered, cropped, or low-resolution photos may affect the final product.

If you are unsure whether your photo is suitable, please contact us before production for guidance.

6. Shipping Protection

If available at checkout, you may purchase optional shipping protection for added coverage.

Shipping protection may cover:

  • Lost packages
  • Confirmed carrier loss
  • Certain stolen package cases
  • Severe shipping damage

Approved claims may receive a one-time free remake and reshipment.

To file a claim, you may be required to provide your order number, tracking record, delivery information, and supporting evidence. For stolen packages, additional proof may be required.

7. Return Instructions

Please contact us before sending anything back.

Unauthorized returns cannot be processed. If a return is required, we will provide:

  • Return authorization
  • Correct return address
  • Return instructions

Customers are responsible for return shipping costs unless the return is caused by an approved Figmo quality issue.

8. Contact Us

For cancellation, modification, refund, remake, or return requests, please contact us:

Brand: Figmo
Email: [support@figmo.com]
Business Hours: Monday – Friday, 9:00 AM – 7:00 PM (UTC+8)
Company Address: [Insert Company Address]

Please include your order number and clear photos or videos if your request relates to a product issue.

Figmo — Turn your moments into custom keepsakes.

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