Return & Exchange Policy
Last updated: July 2025
Every Miniguri figurine is custom-made specifically for you — hand-crafted to order based on the photos and details you provide. Because of this, all orders are final sale and cannot be returned or exchanged under normal circumstances.
That said, we stand behind the quality of our work. If something goes wrong on our end, we will always make it right.
Order Confirmation and Changes
Placing your order is treated as final confirmation of the preview you generated and every selection you made (photo, pose, size, style, outfit, add-ons). Once an order is placed, it is locked in and cannot be cancelled.
If you spot a mistake or need to adjust something after checkout, please contact us as soon as possible at hello@miniguri.com with your order number. We will do our best to accommodate the change, but we cannot guarantee it — once production has started, modifications may no longer be possible.
Please double-check your preview and selections carefully before completing checkout.
When You Are Eligible for a Refund
Because every Miniguri figurine is handcrafted to order, refunds are only issued in the following strictly limited circumstances, and only when reported within 30 days of the delivery date:
- Your parcel is lost in transit — confirmed by the carrier as undeliverable or unable to be located after a formal investigation.
- Major structural damage — the figurine arrives broken, split, or shattered beyond reasonable repair.
- Major damage caused during shipping — the figurine is rendered unusable due to clearly documented shipping mishandling.
All other issues — including minor damage, cosmetic imperfections, or dissatisfaction with the finished result — are not eligible for a refund.
Non-Refundable Situations
Because our figurines are handcrafted and custom-made, the following situations are not eligible for a refund:
- Change of mind after placing the order
- Minor damage, small chips, scuffs, or hairline cracks that do not affect the overall structure of the figurine
- Minor variations in colour, paint finish, or fine detail that are natural to the hand-painting and 3D printing process
- Subjective concerns about likeness — our artists work from the photos provided, and results may vary based on photo quality
- Dissatisfaction with choices made at the time of order (pose, size, style, outfit, or accessories)
- Shipping delays outside of our control once the parcel is with the carrier
- Damage caused by physical impact after delivery — including figurines that are dropped, knocked, crushed, or otherwise broken through handling or an accident once the parcel is in your possession
We strongly recommend reviewing your photo, pose, size, and style selections carefully before completing your order.
Reporting Shipping Damage or a Lost Parcel
If your figurine arrives with major structural or shipping damage, you must report it within 48 hours of delivery.
If your parcel is marked delivered but not received, or the tracking has stalled for more than 10 business days, contact us so we can open a formal investigation with the carrier. A refund can only be issued once the carrier confirms the parcel is lost.
Every damage report must include:
- Your order number
- Clear photos of the damaged figurine from multiple angles
- Photos of the outer packaging (to confirm shipping damage)
Claims submitted without photographic evidence, or outside of the windows above, are not eligible for resolution.
Refund Processing Times
Once a refund is approved, please allow the following timeframes:
PayPal
3–5 business days
Credit / Debit Card
5–10 business days (varies by bank)
Need Help With Your Order?
Always contact our support team before initiating any return or claim. We'll guide you through the process and find the best solution.