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Terms of sale

This page is a translation; in the event of any discrepancy, the French version prevails.

Last updated: October 31, 2026.

1. Purpose

These terms govern sales made on the FIGU website between the seller named below and any person who places an order there as a consumer. The customer accepts them by paying; the applicable version is the one online on the day of the order. In particular, the customer acknowledges having read article 3, which describes what a handmade piece is and what the preview promises.

2. The products

FIGU makes custom figurines, and accessories bearing the customer’s likeness, from a photograph the customer provides. The style, the size, the number of people and pets, and the options are presented, with their price, before the order.

Each figurine is a unique piece, modeled and painted by hand by an artisan from our partner workshop. It is neither 3D printed nor reproduced by a machine: it is a three-dimensional object, some details of which are simplified so that it can stand up and hold together, and two pieces made from the same preview are never exactly identical.

3. The preview and handmade work

The preview shown before the order is an image generated by artificial intelligence from the photograph. It shows the intended result and serves as the model for the artisan. It is neither a photograph of the future figurine, nor a three-dimensional plan, nor a color reference: the artisan reproduces it by hand and by eye, with their own tools and paints.

What the figurine always respects. These are the decisive characteristics of the order:

  • the number of people and pets;
  • the chosen style, pose, and size, the height being measured including the base, to within 10%;
  • the outfit, the accessories, and the main distinctive markings, such as the haircut or an animal’s coat and spots, in their dominant colors;
  • the text on the base, as the customer wrote it.

What falls within artisanal interpretation. These differences from the preview are neither a defect nor a mistake:

  • the shades, intensity, and brightness of the colors: a hue may come out lighter, darker, warmer, or cooler than on screen;
  • the proportions, features, and expression of the face, the shape and color of the eyes;
  • the texture of hair, fur, and fabrics;
  • small details, such as patterns, logos, lettering, jewelry, small spots, or strands of hair, which may be simplified or omitted;
  • the exaggeration inherent in the chosen style, such as the head of the Big Head;
  • differences caused by the screen, the lighting, or the device used to photograph the piece.

Resemblance is assessed against the approved preview, never against the photograph. It is on the preview that the customer judges, before paying, the resemblance to the person or animal photographed; they can edit it, or change the photo, style, or pose, without paying anything. By paying, they accept this preview as the model, along with the limits described in this article, which are inherent in a handmade object.

4. The order

The customer uploads their photograph, makes their choices, and views their preview, free of charge. They check it carefully (resemblance, number of people and pets, outfit, text and spelling on the base), add it to the cart, check the summary (items, options, total price), and pay. The order is concluded upon payment and confirmed by email.

By submitting a photograph, the customer declares that they hold the necessary rights to it, including the consent of the people who appear in it, or of their legal representatives in the case of minors. FIGU may refuse a photograph or an order whose content would be unlawful or shocking, or would infringe the rights of a third party; the customer is then refunded in full.

5. Prices

Prices are shown in euros, all taxes included. Shipping is free, everywhere, and any import duties and taxes are paid by us: the price displayed is the final price. The applicable price is the one displayed at the time of the order.

If the customer chooses a currency other than the euro, each price is converted from the euro at a fixed rate, then rounded: the amount due is the one shown in that currency at the time of the order.

6. Payment

Payment is made online by card, Apple Pay, Google Pay, or Klarna, through our secure payment provider. The amount is charged when the order is placed. We never see or store card details. Klarna is only available when the payment page shows it, depending on the country, currency and amount; it is then subject to its own terms, presented at the time of payment.

7. Production and delivery

Each figurine is made to order by our partner workshop, located in China, and shipped directly from there. Delivery usually takes 10 to 14 days between the order and receipt, including 3 to 6 days of production; it takes at most 21 days, in particular during busy periods or in the event of shipping delays. Production time varies with the order: the more figurines, people, animals or details it includes, the longer it may take, always within these timeframes. A tracking link is sent by email.

The customer is responsible for the accuracy of the delivery address. If the figurine is not delivered within this period of 21 days, the customer may ask us to deliver it within a reasonable additional period; failing that, they may terminate the sale and be refunded within 14 days (articles L216-6 and L216-7 of the French Consumer Code). Details are on the Shipping page.

Orders placed during the Halloween offer, from October 16, 2026 to October 17, 2026: because of the number of orders, the stated lead time is 7 to 21 days between the order and delivery. Delivery before October 31 is not guaranteed and is not an essential condition of the order: a figurine delivered within this lead time, even after Halloween, gives no right to cancellation, refund or compensation.

8. No withdrawal or cancellation after payment

Each figurine, like each accessory, is made according to the customer’s photograph and choices: in accordance with article L221-28, 3° of the French Consumer Code, the right of withdrawal does not apply to these goods. Since production begins immediately after payment, the order is final as soon as payment is made and can no longer be canceled. A personalized piece is therefore neither taken back nor refunded because of a change of mind, or because the customer no longer likes it. The customer is informed of this by these terms, which they accept by paying.

An item that is not personalized, such as the gift box, may be subject to withdrawal within 14 days of receipt: the customer simply writes to us, and its price is refunded within 14 days; the cost of returning it is then borne by the customer.

9. Receipt and complaints

A figurine that arrives broken must be reported within 7 days of receipt, by email, with a clear, detailed video showing the broken spot up close. We then remake the piece at our expense; if we were unable to remake it, it would be refunded.

Preview guarantee: a figurine that clearly differs from the approved preview (a person or animal missing or extra, a different pose, style or size, a different hair, fur or clothing color, a clearly visible element missing) is remade at our cost, provided the difference is reported to us within 7 days of receipt, with a clear photo of the figurine placed next to the preview shown on screen. The differences described in article 3 are not covered. Any other complaint must be made in writing, with the order number and clear photographs of the piece, from the front, the side, and the back, taken in daylight. We examine it against the decisive characteristics and the approved preview, within the limits of article 3, and we reply in writing.

No piece is to be sent back to us without our agreement: when a return is necessary, we arrange it and cover its cost. These procedures allow a complaint to be handled quickly; they in no way limit the legal guarantees of article 10.

10. Legal guarantees

The customer benefits from the legal guarantee of conformity and the guarantee against hidden defects, set out in the box below. Conformity is assessed against the decisive characteristics of the order and the approved preview, within the limits of artisanal interpretation described in article 3: a difference that falls within these limits is not a lack of conformity.

For a figurine, a unique handmade object, conformity is restored by reworking or remaking the piece, at our expense. A price reduction or termination of the sale only applies in the cases provided for by law, in particular if bringing the piece into conformity is impossible or does not take place within thirty days of the request. Termination is not due for a minor defect; it requires the piece to be returned, at our expense.

To invoke either guarantee, simply write to us at contact@figushop.com.

The legal guarantees, as summarized by law

The consumer has a period of two years from delivery of the goods to obtain the implementation of the legal guarantee of conformity if a lack of conformity appears. During this period, the consumer is only required to establish the existence of the lack of conformity and not the date on which it appeared.

Where the contract of sale of the goods provides for the continuous supply of digital content or a digital service for a period of more than two years, the legal guarantee applies to that digital content or digital service throughout the intended period of supply. During this period, the consumer is only required to establish the existence of the lack of conformity affecting the digital content or digital service and not the date on which it appeared.

The legal guarantee of conformity entails an obligation for the professional, where applicable, to provide all updates necessary to keep the goods in conformity.

The legal guarantee of conformity entitles the consumer to have the goods repaired or replaced within thirty days of their request, free of charge and without major inconvenience to them.

If the goods are repaired under the legal guarantee of conformity, the consumer benefits from a six-month extension of the initial guarantee.

If the consumer requests repair of the goods, but the seller imposes replacement, the legal guarantee of conformity is renewed for a period of two years from the date on which the goods are replaced.

The consumer may obtain a reduction in the purchase price while keeping the goods, or end the contract and obtain a full refund in return for returning the goods, if:

1° The professional refuses to repair or replace the goods;

2° The repair or replacement of the goods takes place after a period of thirty days;

3° The repair or replacement of the goods causes major inconvenience to the consumer, in particular where the consumer definitively bears the costs of taking back or removing the non-conforming goods, or where they bear the costs of installing the repaired or replacement goods;

4° The lack of conformity of the goods persists despite the seller’s unsuccessful attempt to bring them into conformity.

The consumer is also entitled to a reduction in the price of the goods or to termination of the contract where the lack of conformity is so serious that it justifies an immediate price reduction or termination of the contract. The consumer is then not required to request repair or replacement of the goods first.

The consumer is not entitled to termination of the sale if the lack of conformity is minor.

Any period during which the goods are out of use for repair or replacement suspends the remaining guarantee period until the restored goods are delivered.

The rights mentioned above result from the application of articles L. 217-1 to L. 217-32 of the French Consumer Code.

A seller who obstructs in bad faith the implementation of the legal guarantee of conformity is liable to a civil fine of up to 300,000 euros, which may be increased to up to 10% of average annual turnover (article L. 241-5 of the French Consumer Code).

The consumer also benefits from the legal guarantee against hidden defects under articles 1641 to 1649 of the French Civil Code, for a period of two years from the discovery of the defect. This guarantee entitles the consumer to a price reduction if the goods are kept, or to a full refund in return for returning the goods.

11. Refunds and goodwill gestures

A personalized figurine or accessory is not refunded: not for a change of mind, not for a resemblance to the photograph judged insufficient, and not for a difference that falls within the artisanal interpretation described in article 3. A refund is made only where the law requires it: a refused order (article 4), a figurine not delivered (article 7), or the legal guarantee in the cases it provides for (article 10).

A goodwill gesture, such as a touch-up, a discount, or a voucher, remains at our sole discretion. It is never owed, does not constitute an acknowledgment of a defect, and settles the complaint for which the customer accepts it.

When a refund is due, it is made to the payment method used for the order, no later than 14 days after we agree to it or, in the event of termination of the sale, after we receive the returned piece.

Before disputing a payment with their bank, the customer sends us their complaint in writing: most are settled within a few days. If a payment is disputed, we send the payment institution the order summary, the approved preview, and these terms, accepted at payment.

12. Personal data

The customer’s data, and their photograph in particular, are processed as described in the privacy policy.

13. Customer service

For any question or complaint: contact@figushop.com.

14. Governing law

These terms are governed by the laws of the State of Wyoming (United States), where the seller is registered. A customer residing in another country keeps the protection granted by the mandatory provisions of the law of their country of residence.

Seller: FIGU LLC, a Wyoming limited liability company (United States), trading as FIGU, registration number 2026-002110258, registered office: 30 N Gould St Ste N, Sheridan, WY 82801, United States. Tel. 07 69 23 00 54.