1) Custom Orders — No Returns/Exchanges for Change of Mind

All figurines are custom-made using the photos and personalization details you provide. Therefore, we do not accept returns or exchanges for reasons such as:

  • Change of mind / no longer needed

  • Ordering the wrong size or style after production begins

  • Personal preference changes after confirmation

  • Minor subjective dissatisfaction that is not a defect (e.g., “I imagined it differently”)

This does not limit any rights you may have under applicable consumer protection laws.

2) Order Cancellations

Because custom production begins quickly:

  • Within [12/24] hours after purchase: You may request cancellation for a full refund if production has not started.

  • After production begins: Cancellation may not be possible. If cancellation is still possible, we may deduct a reasonable materials/labor fee based on the production stage.

To request cancellation, email [Support Email] with your order number as soon as possible.

3) Preview & Revisions (If Applicable)

For many orders, we may provide progress photos or a preview stage.

  • You may request reasonable revisions before final completion (if preview is offered).

  • Revisions may include: small facial detail adjustments, hairstyle refinement, minor color corrections, and small accessory fixes.

  • Revisions do not include: switching to a different person/photo set, changing the entire pose/outfit after approval, or major redesigns once production is advanced.

If we request confirmation and you do not respond within [X days], we may proceed to complete the order to avoid delays.

4) Eligible Cases for Return/Exchange/Refund

We will support you with a return, exchange/replacement, or refund if:

  • You received the wrong item (different product/person than ordered)

  • The item arrived damaged during shipping

  • The item has a verified defect (workmanship issue)

  • The final product materially differs from the approved preview (if approval is used)

5) How to Report an Issue (Damage/Defect/Wrong Item)

Contact us within 48 hours of delivery at [Support Email] and provide:

  • Order number

  • Clear photos/video showing the issue

  • Photos of the outer box and inner packaging

  • Photo of shipping label (if available)

We will review your evidence and reply with the next steps.

6) Resolution Options

After verification, we will provide one of the following solutions (depending on the case):

  • Replacement (often preferred for damage/defects)

  • Exchange (for wrong item cases)

  • Partial refund

  • Full refund (for confirmed serious issues)

7) Return Procedure (When a Return Is Approved)

If a return is approved:

  1. We will email you the return address and instructions.

  2. You must ship the item within 7 days of approval.

  3. Use a trackable shipping method.

Do not send returns without authorization, as unauthorized returns may be refused.

8) Return Shipping Costs

  • If the issue is due to our error (wrong item) or verified damage/defect, we will cover return shipping or provide an alternative solution (e.g., replacement without return).

  • If the customer pays return shipping in any special case, we recommend tracking. We are not responsible for lost return packages.

9) Refund Timing

If a refund is approved:

  • Refunds are issued to the original payment method within [3–7] business days after approval/inspection.

  • Banks/payment providers may take additional time to post the refund.

Shipping fees are non-refundable unless the issue is our fault.
Customs duties/taxes (if any) charged by local authorities are generally non-refundable.

10) Contact Us

For return/exchange requests, contact:

WEN XIN (HONG KONG) TRADING CO., LIMITED
Website: https://wenxintrading.store/
Address: Room 803B, 8th Floor, West Bund International Building, 290-296 Yuen Chau Street, Cheung Sha Wan, Hong Kong