This Return and Exchange Policy outlines the terms and conditions under which you may return or exchange products purchased from our website. We strive to ensure your complete satisfaction with every order. Please read this policy carefully before initiating a return.

Eligibility for Returns

To be eligible for a return, the following conditions must be met:

  • The request must be submitted within fourteen days of the delivery date
  • The product must be in its original, unopened, and unused condition
  • All original packaging, including inner blister trays, protective films, and outer boxes, must be intact and undamaged
  • The product must not be a final sale or non-returnable item as specified in the exclusions section below

We do not accept returns due to a change of mind or because the product does not match personal expectations regarding size, colour accuracy, or sculpt preferences, provided the product otherwise matches its online description.

Damaged, Defective, or Incorrect Items

If you receive a product that is damaged during transit, has manufacturing defects, or does not match what you ordered, please contact our customer service team within forty-eight hours of delivery.

To process a claim for a damaged, defective, or incorrect item, you must provide:

  • Your order number
  • Clear photographs showing the issue, including the outer shipping box, inner packaging, and the affected area of the product
  • A brief description of the problem

Our team will review your claim and provide a resolution, which may include:

  • A replacement product of the same item, subject to availability
  • A partial refund based on the extent of the damage
  • A full refund if no replacement is available

Return Process for Accepted Returns

If your return request is approved, please follow these steps:

  1. Repackage the product securely using the original packaging materials whenever possible
  2. Include a copy of your return authorisation confirmation inside the package
  3. Ship the return package using a trackable shipping method
  4. Retain your shipping receipt and tracking number until your return is fully processed

Return shipping costs are the responsibility of the customer unless the return is due to an error on our part, such as a damaged, defective, or incorrect item. In such cases, we will provide a prepaid shipping label or reimburse reasonable return shipping costs upon proof of postage.

Refunds

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed to your original payment method within ten business days.

Please note the following regarding refunds:

  • Shipping charges from the original order are non-refundable unless the return is due to our error
  • Refund processing times may vary depending on your payment provider
  • If you received a promotional discount on the returned item, the refund amount will reflect the actual price paid, not the original full price

Exchanges

We offer exchanges only for products that arrive damaged, defective, or incorrect. Exchange requests must be submitted within fourteen days of delivery. Exchanges are subject to product availability. If the requested exchange item is no longer available, we will issue a full refund instead.

Non-Returnable Items

The following items are not eligible for return or exchange:

  • Products marked as final sale, clearance, or non-returnable on the product page
  • Products that have been opened, assembled, displayed, or otherwise used
  • Items with missing original packaging or components
  • Pre‑order deposits, which are non-refundable unless the product is cancelled by the manufacturer
  • Gift cards or digital products

Pre‑order Cancellations

If you wish to cancel a pre‑order before the product has shipped, please contact our customer service team. Deposit amounts are generally non-refundable unless the product is indefinitely delayed or cancelled by the manufacturer. Any payments made beyond the deposit may be refundable according to the specific terms provided at the time of pre‑order.

International Returns

For orders shipped outside of our primary service regions, return shipping costs and customs clearance responsibilities are borne by the customer. We strongly recommend using a fully trackable shipping service with insurance. Any customs duties or taxes paid on the original shipment are generally non-refundable.

Inspection and Approval

All returned products undergo a thorough inspection upon arrival. We reserve the right to reject a return or reduce the refund amount if:

  • The product shows signs of use, damage, or tampering not reported at the time of delivery
  • Original packaging is missing or significantly damaged
  • The return request does not comply with the terms outlined in this policy

Policy Modifications

We reserve the right to update or modify this Return and Exchange Policy at any time without prior notice. Changes will become effective immediately upon posting on our website. It is your responsibility to review this policy periodically. The policy in effect at the time of your purchase governs your order.

Questions

If you have any questions about this Return and Exchange Policy or need assistance with a return request, please refer to our Contact page for information on how to reach our customer service team. We are committed to resolving your concerns fairly and promptly.

Effective Date

This Return and Exchange Policy is effective as of the date published on our website.