After-Sales Policy

After-Sales Policy

We value you as a customer and want to make sure you’re supported even after your order has arrived. Below you’ll find the terms and process for our after-sales service.

When After-Sales Service Applies

After-sales service is available in the following situations:

  • Transport damage (major damage affecting the functionality or appearance)

  • Missing parts

  • Manufacturing defects

  • Wrong product delivered

It does not cover minor or cosmetic imperfections inherent to the materials (e.g. small paint flecks, slight unevenness, minor glue marks), unless explicitly noted.

How to Submit an After-Sales Request

  1. Contact our customer support as soon as possible after noticing an issue.

  2. Provide your order number, product name, and a detailed description of the problem.

  3. Submit photo evidence (preferably 3-5 clear images), showing the product and packaging. If shipping damage is claimed, show the packaging damage as well.

  4. (If possible) upload a short video or unboxing clip, especially in cases of severe damage.

Our After-Sales Process

  • Once we receive your request and the required evidence, we will review it and respond within 14 business days.

  • If replacement parts are available from the manufacturer or studio, we will arrange for those to be sent.

  • If replacement is not possible, we may offer:
    a) Repair options (local or remote)
    b) Partial refund based on the severity of the damage or missing parts

  • The cost of shipping for any replacement parts or repairs may be shared: often, we cover the cost from the studio to us, and you may cover international shipping from us to you, unless otherwise stated or unless the damage is clearly our fault.

Time Limits & Warranty Periods

  • Please report issues (damage, defects, missing parts) within 72 hours of receiving the item.

  • For certain products (especially resin/polystone statues), the after-sales warranty period is limited (for example one week from receipt) for defects and missing parts.

Exceptions & Limitations

  • Limited Edition products may have severely restricted availability of replacement parts.

  • Custom/Pre-Order items which were made especially for you may have restricted after-sales options.

  • Minor cosmetic imperfections typical for the material or shipping process are not eligible for full refund or replacement (these are considered “normal wear or inherent variation”).

  • If the issue was caused by misuse, accident, or non-proper handling after delivery, we may decline or limit the after-sales claim.

Refunds, Replacements & Repair

  • If your after-sales claim is approved, we will offer a replacement, repair, or refund depending on what is feasible.

  • Refunds will be processed through the original payment method.

  • If shipping costs were incurred by you for return or for parts, we will communicate clearly how these are handled: whether reimbursed, partially covered, or borne by you.

Communication & Support

  • We strive to provide clear, prompt support. Once you submit a request, you will receive at least one acknowledgement with an estimated timeline.

  • All correspondence will be via email (or our support channels).