Refund policy
Refund and returns policy
Every VoxelPals figure is built to order from the photo you send us, so it cannot be resold to anyone else. That shapes this policy: when you can cancel depends on the material you choose, as set out below. Whatever the material, we stand behind the finished piece, but we cannot accept change-of-mind returns on a completed custom build.
Brick figures: full refund before you approve the proof
After you order a brick figure, our designers send you a digital proof (a design image), usually within 2–3 business days of receiving your photo. Nothing is built until you approve it. At any point before you approve, you can cancel for any reason and receive a 100% refund to your original payment method.
We send you photos at every step, and changes are made on request. If the hair, outfit, pose or expression is not right, tell us and we will redo it.
Brick figures: after you approve the proof
Once you approve, we begin making your figure, so an approved brick order cannot be cancelled for change of mind. If you need to change something urgently, contact us immediately — if production has not started we will do our best to help.
Polymer clay figures: full refund until the sculptor starts
Polymer clay figures are sculpted by hand from the start, so there is no digital proof. The sculptor shapes the face first and we send you photos of it, usually within 3–4 days of receiving your photo; once you are happy with the face, we finish the full figure and send you photos of it before it ships. We send photos at every step, and if anything needs changing, just tell us.
Before the sculptor starts, you can cancel a polymer clay order for any reason and receive a 100% refund to your original payment method. Once we have confirmed your order and sculpting has begun, a polymer clay figure can’t be refunded or cancelled for a change of mind. This does not affect the section below: if something is wrong with what arrives, we still remake it or refund you.
If something is wrong with what arrives
We will remake your order free of charge, or refund you in full, if the item:
- arrives damaged or broken in transit;
- has a manufacturing defect;
- differs materially from the proof you approved (for polymer clay, the photos of your figure); or
- never arrives, and tracking confirms it is lost.
Contact us within 14 days of delivery with your order number and a few photos of the problem. We do not ask you to ship the item back at your own expense.
What is not covered
- Change of mind, or the figure not matching an expectation that differs from the proof you approved.
- An incorrect or incomplete delivery address supplied at checkout. If a parcel is returned to us for that reason, we will reship once you cover the reshipment cost.
- Normal variation in hand finishing — small differences are inherent to a made-to-order piece.
How refunds are issued
Approved refunds go back to the original payment method. Your bank typically takes 5–10 business days to post it. Shipping was free, so there is nothing to deduct.
Customers in the European Union (including Ireland)
The statutory right to cancel a distance purchase does not apply to goods made to your specifications or clearly personalised, which is the case for every figure we make (Article 16(c) of Directive 2011/83/EU; in Ireland, section 111 of the Consumer Rights Act 2022). The cancellation options above are offered voluntarily. Your statutory rights if a figure is faulty or not as described are not affected: the legal guarantee of conformity lasts at least two years from delivery. If something is wrong, please contact us, if possible within 14 days of delivery.
Questions about this policy? Email us at hello@voxelpals.com, or reach us through the contact page or on WhatsApp. We reply within one business day.
