Cancellation & Refund Policy

1. Refund Policy by Stage

Stage 1 & 2 (Photo Submission → Concept Approval):

You may cancel your order and request a full refund up until you approve the concept image. No refund will be issued after concept approval.

Stage 3 (3D Preview Approval):

Once you approve the 3D preview, the order enters detailed production phase and becomes non-refundable. Any changes to the design after approval incur a non-refundable RM 100 remesh fee.

Stage 4-6 (Production → Delivery):

Once production begins (3D printing), no refunds are available. Your order is irreversible at this stage.

2. Cancellation Policy

You may cancel your order only before production begins (before Stage 4). Cancellation requests must be submitted in writing to federick0920@gmail.com.

• Before Stage 2 (Concept Approval): Full refund available
• After Stage 2, Before Stage 4: No refund, but order may be rescheduled
• After Stage 4 (Production Started): Cancellation not available

3. Design Modifications & Remesh Fee

The 3D preview approval is your final opportunity to request design changes without additional charges. Once approved:

• Minor color adjustments: No additional fee (same print run)
• Structural changes (pose, size, features): RM 100 remesh fee + new 3D preview
• Major redesigns: New order required

4. Defective Items Policy

If your completed figurine arrives with manufacturing defects (cracks, missing parts, poor finish quality), we will:

• Investigate the defect with photos
• Offer a free reprint or full refund at your choice
• Cover shipping costs for the replacement

Defect claims must be made within 14 days of delivery. Damage caused during shipping is covered by our insurer; contact us immediately if your package arrives damaged.

5. Dispute Resolution

For any disputes regarding refunds or quality issues, contact us at:

Email: federick0920@gmail.com

We aim to resolve all disputes within 7 business days. If you are unsatisfied with our response, you may escalate to the relevant consumer protection authority in Malaysia.

6. Payment Method-Specific Terms

SenangPay Refunds: Refunds processed through SenangPay typically appear in your account within 3-5 business days.

HitPay Refunds: Refunds processed through HitPay typically appear in your account within 5-7 business days.

Bank processing times may add additional days depending on your financial institution.