This Refund & Replacement Policy applies to custom figurines ordered from Layer Figures Ltd, a company registered in Scotland, Company No. SC904970, registered office: 5 South Charlotte Street, Edinburgh, Scotland, EH2 4AN (“Layer Figures”, “we”, “us”). It forms part of our Order Terms & Policies.
You see your figurine before you pay
We take payment only when your figurine is finished and ready to ship. Before you pay, we email you photos of the finished piece, so you can check it and tell us if anything needs to be corrected before it is shipped.
Personalized items
Every figurine is made to order from your references, so we cannot accept returns or give refunds if you change your mind after payment. This does not affect the cases described below or your statutory rights.
Damaged in transit
If your figurine arrives damaged, contact us within 7 days of delivery and send photos of the box and the piece. We will repair or remake it free of charge, or give you a full refund if a remake is not possible.
Production defects
If your figurine has a production defect or does not match the photos you approved before payment, contact us within 7 days of delivery with photos. We will repair or remake it free of charge, or give you a full refund if a remake is not possible.
Lost parcels
All parcels are insured for their full value. If the tracking shows that your parcel is lost, or it has not arrived within the expected delivery time, contact us. Once the carrier confirms the loss, we will remake and resend your figurine free of charge or give you a full refund.
How to make a request
- Write to us from the Contact page and include your request number;
- Attach photos of the figurine and the packaging;
- Keep the figurine and the packaging until your request is resolved — the carrier may need them for an insurance claim.
We reply within one business day and confirm whether your figurine will be repaired, remade or refunded.
Replacements
A replacement is made to the same approved design and shipped at our cost. We send you photos of the new piece before it is shipped.
Refunds
Refunds are made to the original payment method. The time it takes for the money to appear in your account depends on your bank or payment provider.
Contact
Questions about this policy? Write to us from the Contact page.
