Snapfig Refund & Return Policy

At Snapfig, we pour our heart into sculpting each precious memory. Due to the highly personalized nature of our products, all items are final sale and cannot be returned or exchanged under normal circumstances.

By placing an order, you acknowledge that you have read and agree to the following terms.

📝 1. Order Cancellation & Modification

✨ 2-Hour Grace Period

You may cancel or modify your order for free within 2 hours of placing it.

How to Request:

📧 Email: support@snapfigures.com

🕒 Hours: Monday – Friday, 9:00 AM – 7:00 PM (UTC+8)🛠️ Late Cancellation

Cancellations requested after 2 hours will incur a 30% service fee to cover production preparation and material costs already invested.

🛡️ 2. Quality Guarantee (Within 30 Days of Delivery)

We take pride in every piece we create. If you receive a product with issues caused by us, we'll make it right within 30 days of delivery.

Covered Issues:

● ✅ Wrong item shipped

● ✅ Significant manufacturing defect

● ✅ Damage during shipping

Solutions:

Option 1: 100% Free Remake (Recommended)

We'll recreate your piece at no cost, including materials, labor, and shipping. This is our preferred solution because we want you to have a perfect keepsake.Option 2: 70% Refund

If you prefer a refund instead of a remake, we'll refund 70% of your order total. A 30% service fee applies to cover non-recoverable costs (custom sculpting, materials, and labor).

⚠️ Shipping Damage Notice

Physical damage must be reported within 48 hours of delivery with clear photo evidence of both packaging and product.

🚫 3. Non-Refundable Situations

Since every Snapfig piece is a custom-sculpted keepsake based on your photo, we cannot offer refunds or returns for:

❌ Personal Reasons

● Change of mind or no longer needed

● Wrong size, base, or package selected

● Recipient doesn't like it

❌ Subjective Similarity

● Likeness depends on your original photo quality (clarity, angle, lighting)

● Refund requests based on subjective artistic interpretation (e.g., "doesn't look like me") cannot be accepted

● We ensure 95%+ precision, but 3D art cannot guarantee 100% identical resemblance

❌ Normal Craft Variations

● Slight color variations from hand-painting

● Minor texture differences inherent to 3D printing

● Slight color variance in bases or accessories (within normal range)

💡 Helpful Tip

If you're unsure about your photo quality, contact us for a free preview service before production. We'll evaluate your photo and provide professional suggestions.

📦 4. Shipping Protection Plan (Optional)

We offer an optional 30-Day Shipping Protection Plan (from ship date):

Coverage:

📦 Lost Package

If tracking shows no update for 15 business days or confirms package loss.

📦 Stolen Package

If tracking shows "delivered" but you didn't receive it (requires police report or proof).✅ Resolution

Eligible claims receive one-time free remake and reshipping.

💡 Important Notes

● Add this plan at checkout (approximately 5-8% of order total)

● Wait 15 business days after expected delivery before filing a claim

● Requires complete order number and tracking records

💳 5. Refund Processing Time

Once approved, refunds are issued to your original payment method:

🅿️ PayPal: 3-5 business days

💳 Credit/Debit Card: 5-10 business days (depends on your bank)

📱 Other Methods: Contact us for specific timing

You'll receive a confirmation email once the refund is processed.

📞 6. Contact Us

Please contact our support team before returning any items.

📧 Email: support@snapfigures.com

🕒 Hours: Monday – Friday, 9:00 AM – 7:00 PM (UTC+8)

🏢 Office: Room 6503, 65/F, Central Plaza, 18 Harbour Road, Wanchai, Hong Kong

⚡ Important Reminder

Unauthorized returns sent directly to our office cannot be processed.

For returns, please contact us first to receive:

● ✅ Return Authorization (RMA) Number

● ✅ Correct return address

● ✅ Return instructions

We respond to all emails within 1 business day.

🎁 7. Our Commitment

Why This Policy?

At Snapfig, we don't just make products—we sculpt precious memories. Every piece:

● 🎨 Is custom-designed based on your unique photo

● 🖐️ Is hand-refined and quality-checked by our craftsmen

● 💝 Uses dedicated materials that cannot be resold

● ⏰ Takes 7 days of focused creation

That's why we:

● ✅ Offer a 2-hour free modification period

● ✅ Take 100% responsibility for our errors with free remakes

● ✅ Provide photo evaluation and preview service before production

● ✅ Conduct triple quality inspections on every piece

● ✅ Offer optional shipping protection

💬 Questions?

We're here to help.

Snapfig – Sculpt Your Memories

Turn moments into timeless keepsakes

Last Updated: April 2026