Returns and refunds

Made just for you

Your figurine is made from your photo and your choices: it cannot be resold. The right of withdrawal therefore does not apply (article L221-28, 3° of the French Consumer Code), and the order can no longer be canceled once paid, because production begins right away. It is therefore neither taken back nor refunded if you change your mind.

Before you pay, everything can be adjusted

You see your preview before ordering, and you can edit it, or change the pose, style, or photo, without paying anything. Take the time to check it: it is the preview, not your photo, that serves as the model for the artisan, and your figurine’s resemblance is assessed against it. Nothing is made until you have approved it and paid.

A handmade piece

Your figurine is modeled and painted by hand, not 3D printed. It always respects the number of people and pets, the style, the pose, the size, the outfit, the main markings, and the text on the base. Color shades, facial features, eyes, texture, and small details, on the other hand, are interpreted by the artisan and may differ from the preview: this is not a defect, and it does not give rise to a refund. The details are in article 3 of the terms of sale.

The preview guarantee

Your FIGU is made from the preview you approved. If it clearly differs from it, we remake it at our cost. We judge the difference from a clear photo of the figurine placed next to the preview shown on your screen, using simple rules.

We remake it if:

• a person or an animal is missing, extra, or in the wrong place;
• the pose, the style or the size is not the one in the preview;
• the hair, the fur or a piece of clothing is not the same color as in the preview: a blue sweater turned red, grey fur turned brown;
• an element clearly visible in the preview is missing: glasses, a beard, a hat, an object held in the hand.

We do not remake it for:

• a lighter, darker, warmer or cooler shade of the same color: hand painting and the light in your photos change how colors look;
• facial features, eyes, expression, patterns and small details, interpreted by the artisan at the scale of a figurine;
• the proportions of the chosen style, such as the head of the Big Head;
• a difference with your original photo rather than with the approved preview.

Email us within 7 days of delivery, at contact@figushop.com, with this photo. If the difference is confirmed, the piece is remade and shipped at our cost; if not, we explain why. This guarantee is in addition to your legal guarantees.

If something’s wrong

Figurine broken in transit: email us within 7 days of delivery, at contact@figushop.com, with a clear, detailed video showing the broken spot up close; a photo is not enough. A mistake on our part, such as a number of people, a size, or base text that does not match your order: write to us with clear photos from the front, the side, and the back, taken in daylight. In both cases, we remake the piece at our expense and arrange the return if it is needed; do not send anything without our agreement.

Your legal guarantees

Whatever this deadline, you keep the legal guarantee of conformity for two years from delivery, as well as the guarantee against hidden defects. They are detailed in the terms of sale.

The gift box

Since the gift box is not personalized, you can withdraw from its purchase within 14 days of receipt: email us, and its price is refunded within 14 days. The cost of returning it is then yours.

The refund

A personalized figurine is not refunded, except in the cases where the law requires it, such as a parcel that is never delivered or a non-conforming piece that we could not remake in time. The refund is then made to the payment method used for the order, no later than 14 days after we agree to it. A goodwill gesture remains possible, at our sole discretion.