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ORDER CANCELLATION, REFUNDS, RETURNS & EXCHANGES

Due to the personalized nature of our products, once the design process has been started and/or it’s been over 24 hours since the order was placed, we will not accept any cancellations, partial, full refunds and/or store credits requested by the customer.

Once the order is placed, it’s the customer’s sole responsibility to provide us with the minimum required personalization information and photographs in a timely manner. If for any reason the customer does not reply to the initial order confirmation and/or the follow up email correspondence we send out, unfortunately we will not accept this lack of communication as a reason for order cancellation, partial, full refunds and/or store credits.

During the initial design process, you’ll be provided with clay proofs to review and give us your feedback on. Your approval at this stage of the design process will be in writing and indicates that all sculpted facial characteristics such as smile, front and back hair style, eye and mouth shapes, cheek and jaw lines and body shape and pose (if applicable) have been carefully reviewed and that you are fully satisfied with the presented clay proofs.

During the second and last design phase, the material will simply be hardened and the color tones added as per your design specifications. During this phase of the design process, we will not make any facial and/or body structural changes to the approved clay proofs. The paint and finishing touches will not alter anything that has already been reviewed and approved by you in the previous design phase. Indicating that the color proofs do not resemble the provided photographs will not be accepted as a reason for order cancellation, partial, full refunds and/or store credits. Once again, the facial and/or body features, if applicable, on the color proofs are identical to the clay proofs you previously reviewed and approved in writing.

We reserve the right to refuse or cancel an order for any reason and at any time including, but not limited to, inability to provide us with the minimum required personalization information and/or photographs in accordance with our Photograph Guidelines documentation, unwillingness to purchase all necessary addon options and/or props required for the design process based on the provided personalization information, unwillingness to upgrade to Rush Order if the expected delivery date is before the specified Standard Design completion and delivery date, lack of clear and timely communication and/or refusal to provide additional revision details during the design proofing stages, use of disrespectful or degrading language towards our Customer Service representatives, Account Managers and/or Professional Designers, continuous negative and/or offensive feedback towards the design work being done and/or proofs being presented for revision, limitations on quantities available for purchase, errors in product or pricing information, and/or problems identified by our credit and fraud avoidance department.

Please note that our order confirmation to you does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sell and/or work on your design. At any time after receipt of your order, we may accept, decline, or place quantity or other limits on your order for any reason. We may impose these limits on a per-person, per-household, per-order, or any other basis.

All our products are fully insured against any damages that could be caused by the delivery carrier during transit. If for any unfortunate reason, the merchandise is damaged during transit and/or the incorrect design is delivered, simply email us within 24 hours of receiving the package and provide us with the corresponding pictures of the damaged and/or incorrect product(s) and we’ll immediately start the approximately 2-week duplication design process. In the meantime, we’ll provide you a pre-paid shipping label so that you return the damaged product(s) to our Design Studio. Once we receive the damaged and/or incorrect product(s), we’ll inspect it/them to make sure it’s/they’re in the same condition you received it/them. Once the duplication design process is completed, we’ll ship the replacement product(s) absolutely FREE of charge.

IMPORTANT NOTE: Our Damaged or Incorrect Merchandise Policy covers the replacement of the exact design(s) you purchased and arrived damaged. It does not cover any cancellations, partial, full refunds and/or store credits.