退款政策

MomentFig Refund & Customization Policy

Every MomentFig product is custom-made from customer-provided photos and order details. Custom products follow the rules below.

Preview Before Production

We provide the figure preview within 12 hours after receiving suitable photos and complete order details. Production begins only after you approve the preview.

Reasonable preview adjustments can be requested before final approval. Once you approve the preview, the order moves into production.

Cancellation before production

You may request cancellation before custom design work begins. If the preview process has already started, a custom service fee of up to 30% of the order value may be deducted to cover work already completed.

After preview approval

Once the preview is approved and production begins, the product cannot be cancelled, returned, exchanged, or refunded for personal preference, change of mind, date changes, or photo choices already approved by the customer.

Full Refund for Shipping Damage

If your order arrives damaged during shipping, contact support@momentfig.com within 7 days of delivery with your order number and clear photos of the product, packaging, shipping label, and damaged area.

Once the shipping damage is confirmed, MomentFig issues a full refund. No additional shipping-protection purchase is required. Approved refunds are processed within 5 business days; your bank or payment provider may require additional time to post the funds.

Manufacturing issues

If the item has a major manufacturing defect that materially differs from the approved preview, contact us within 7 days with clear photos. We will review the issue and provide an appropriate refund or remake when confirmed.

Non-refundable situations

  • Orders already approved by the customer and placed into production.
  • Minor differences caused by stylized interpretation, finishing, photo angle, or screen color.
  • Incorrect or incomplete information supplied by the customer.
  • Courier delays, customs delays, weather, holidays, or an incorrect shipping address when the item itself is not damaged.

Contact

For refund or damage claims, please contact support@momentfig.com with your order number and supporting photos.