SnapFig Return Policy & Quality Guarantee

Last Updated: December 23, 2025

1. "Final Sale" Policy for Personalized Products

Since every SnapFig product is custom-made exclusively based on the photos you provide, all personalized 3D printed figurine orders are final sale. We cannot accept returns, exchanges, or refunds for:

• Change of mind or mistaken purchases
• Dissatisfaction with the likeness of the figurine to the person or pet (results depend on the quality and angle of the original photos)
• Minor color or detail variations inherent to the high-precision full-color 3D printing process

2. Exceptions: Damaged, Defective, or Incorrect Items

If your item arrives damaged, has a manufacturing defect, or we sent you the wrong product (e.g., shipped a non-personalized standard item by mistake), we will make it right.

3. Shipping Protection Plan (Lost, Damaged, or Stolen Packages)

For your peace of mind, we offer an optional Shipping Protection Plan at checkout. This is our internal protection service.

Coverage (within 30 days from ship date):

• Lost in Transit: Tracking information shows no updates for an extended period and no delivery confirmation
• Damaged in Transit: Visible physical damage to the product or package upon receipt
• Stolen After Delivery: Tracking shows "delivered" but you did not receive the package

How to File a Claim:

1. Email support@snapfigures.com within 30 days of the ship date
2. Provide your order number and relevant evidence (e.g., photos of damage, police report for theft)
3. For lost packages, please wait 15 business days after the expected delivery date before filing a claim

Resolution:

• Valid claims will receive a free replacement, including production and shipping costs
• Limited to one replacement per order under this protection plan

Not Covered:

• Incorrect or incomplete shipping addresses provided by the customer
• Packages delayed or held by customs
• Claims filed after the 30-day protection period

4. Returns for Non-Personalized and Eligible Items

In rare cases with our prior approval (e.g., we shipped a non-custom item by mistake), returns must meet all conditions:

1. Item Condition: Product must be unused, unassembled, and in original condition
2. Original Packaging: Must include all original items and be returned in original packaging
3. Proof of Purchase: Valid receipt or proof of purchase required
4. Time Limit: Item must arrive at our designated address within 30 days of our ship date
5. Return Fee: A 10% restocking fee of the item price will be charged. Customer is responsible for return shipping costs

General Return Process:

1. Obtain Pre-Approval: Contact support@snapfigures.com to request a Return Merchandise Authorization (RMA)
2. Ship Item Back: Use a trackable and insured shipping service to the address we provide. We are not responsible for lost return packages
3. Inspection & Refund: Upon receipt and inspection (1-2 weeks), we will process a refund to the original payment method, minus the applicable restocking fee

5. Items Not Eligible for Return

For clarity and transparency, our return policy explicitly does not apply to:

• Gift Cards: All gift cards are final sale with no refunds or returns
• Completed Warranty Services: Repairs or replacements provided under the "One-Year Limited Warranty" are not themselves returnable or refundable
• Personalized Custom Orders: As stated in Section 1, all personalized 3D printed figurines made from customer photos are final sale with no returns or exchanges
• Accessories & Parts: Separately sold items such as display bases, keychain rings, etc., are not eligible for return unless defective
• Original Shipping Costs: Shipping fees for the initial order are non-refundable. If an eligible return occurs, return shipping costs are the customer's responsibility (see Section 4)

6. Order Cancellation

• Before Shipping: Please contact us immediately. If production has not begun, a full refund can be provided
• After Shipping: Will be processed according to the return procedure (see Section 4). Customer is responsible for return shipping costs

7. Refund Processing Time

• PayPal Payments: 3-5 business days
• Credit/Debit Card Payments: 5-10 business days (depending on your card issuer)

Refunds will only be issued to the original payment method.

8. One-Year Limited Warranty

Your SnapFig product is covered by a one-year limited warranty from the date of delivery, covering manufacturing defects under normal use. Does not include accidental damage, misuse, or normal wear and tear.

• Contact support@snapfigures.com with your order number and evidence (photos/videos)
• We will, at our discretion, repair or replace the defective item. This warranty is limited to one claim per product

9. Important Notes

• Color & Detail Variations: Minor variations in color and detail are a natural characteristic of the 3D printing process and do not constitute a defect
• Contact Information: Please ensure your shipping address is accurate. We are not responsible for package issues resulting from incorrect addresses provided by the customer
• Policy Updates: SnapFig reserves the right to update this policy. Policy changes will not affect claims filed before the update