退款政策

Refund Policy

At MomentFig, every figurine is custom-made from the photos and details provided by the customer. Because this is a personalized product, our refund and return rules are different from standard ready-made products.

Order review and design preview

After we receive your order and photo reference, we will prepare a cute stylized design preview for your approval, usually within 24 hours.

One round of reasonable revision is included before approval. Additional revisions may require an extra revision fee.

Cancellation before production

You may request to cancel your order within 2 hours after purchase if our team has not started reviewing your order.

Once the design preview process has started, a cancellation may be subject to a custom service fee of up to 30% of the order value.

After design approval

Once you approve the design preview and the order enters production, the item is considered a custom-made product in progress. At this stage, we do not accept cancellation, return, or refund requests for personal reasons, including change of mind, date changes, or incorrect photo selection approved by the customer.

Damaged or defective items

If your item arrives damaged or has a major manufacturing defect, please contact us within 48 hours of delivery with clear photos of the product, packaging, shipping label, and damaged area.

For confirmed shipping damage or major manufacturing defects, we will prioritize a free remake and reshipment. If a remake is not possible, we may offer a partial or full refund depending on the case.

Shipping protection

If you purchased Shipping Protection, confirmed shipping damage will be covered with priority support, including remake or reshipment when appropriate.

Non-refundable situations

  • Orders already approved by the customer and placed into production.
  • Minor differences caused by handmade finishing, photo angle, screen color, or stylized interpretation.
  • Incorrect or incomplete information provided by the customer.
  • Delivery delays caused by customs, courier disruptions, weather, holidays, or incorrect shipping address.

Contact

For refund or damage claims, please contact us through the contact form on our website or at support@momentfig.com. Please include your order number and photos when applicable.