Terms of service

Terms of service

These terms govern your purchase from VoxelPals. By placing an order you accept them.

1. What we make

We make personalised figures and framed pieces based on a photograph you supply. Each item is made to order. Because a figure is a stylised interpretation rather than a scan, it will resemble the subject without being a literal likeness — that is why you see a proof first: a digital proof to approve for brick figures, or, for polymer clay, photos of the sculpted face and then of the finished figure before it ships.

2. The photo you send us

When you upload or email us a photo you confirm that you own it or have permission to use it, and that everyone shown in it consents to a figure being made of them. You grant us a limited licence to use that photo solely to design, produce and deliver your order, and to provide customer support on it. We do not use your photo in marketing without asking you separately and getting your reply in writing.

We cannot accept photos that infringe someone else's rights, and we do not reproduce copyrighted or trademarked characters, brand logos, or the likeness of public figures without documented authorisation. We may decline and fully refund any order that would require it.

3. Orders, prices and payment

Prices are shown in US dollars, or in your local currency where we offer it, and include the figure, its display base and free worldwide shipping. For orders to the United States, US import duties are included; for other countries, see our shipping policy for how import duties and taxes are handled. We may correct pricing or description errors and will contact you before charging you differently than displayed. Payment is taken when the order is placed. For brick figures, if you cancel before approving the proof, you are refunded in full. For polymer clay figures, if you cancel before the sculptor starts, you are refunded in full; once we have confirmed your order and sculpting has begun, a clay figure can’t be refunded for a change of mind.

4. Proof approval

For brick figures, we only build after you approve the digital proof, and approving it confirms the design you are buying. For polymer clay figures, the sculptor sends photos of the face first, then photos of the finished figure before it ships, and approving them confirms the figure you are buying. Please review carefully — spelling of any engraved name, the outfit colours, the number of figures.

5. Returns and refunds

Set out in full in our refund policy, which forms part of these terms.

6. Delivery times

The timeframes we publish are honest estimates based on how we actually work, not guarantees. Carrier delays and customs holds are outside our control.

7. Intellectual property

The VoxelPals name, site design, photography and product renders are ours. You may not copy them for commercial use. The figure you buy is yours to keep, display, photograph and give away.

8. Liability

Our liability for any order is limited to the amount you paid for it. Nothing in these terms limits liability that cannot be limited by law, including for death or personal injury caused by negligence. These items are decorative keepsakes; they contain small parts and are not toys for children under three.

9. Changes

We may update these terms. The version published when you place your order is the version that applies to it.

10. Customers in the European Union (including Ireland)

If you are a consumer living in the EU, the following also applies and prevails over the sections above where they differ:

• Prices are final prices in euros and include VAT, customs duties and import charges; shipping is free.
• There is no statutory right to cancel, because each figure is made to your specifications (Article 16(c) of Directive 2011/83/EU; in Ireland, section 111 of the Consumer Rights Act 2022). The voluntary cancellation options in our refund policy apply.
• You have the statutory legal guarantee of conformity for at least two years from delivery. Section 8 does not limit or exclude any liability or right that cannot be limited or excluded under the law of your country of residence.
• The law of your country of residence applies, including its mandatory consumer protection rules, and you may bring proceedings in the courts of your country of residence.

Questions about this policy? Reach us through the contact page, and we will reply within one business day.