Return Policy

Custom Portrait Building Blocks Return and Refund Policy

1. Core Statement:

  • "As the product you purchased is a highly personalized custom item (created based on the photos/designs you provided), we generally do not accept returns, exchanges, or refund requests for reasons unrelated to product quality."

  • "All custom orders are considered final sales once confirmed and enter the production process, and cannot be canceled."

  • Reasons (For Your Understanding):

    • Uniqueness: The product is designed and crafted specifically for you/the designated individual. It holds no value for others, making it impossible for us to resell.

    • Resource Investment: Costs for design, modeling, printing, labor, etc., are incurred immediately upon production commencement.

    • Custom Nature: The product is made according to your specific requirements (photos, choices, etc.).

2. Situations Where We Accept Returns/Refunds:

  • A. Major Quality Defects:

    • Clear Definition: E.g. - Product arrives structurally damaged upon normal receipt (cannot stand, key components broken), severe printing errors/blurring making the portrait features unrecognizable, significant and obvious deviation from your final confirmed design proof (not subjective aesthetic differences).

    • Evidence Required: Customers must provide clear photo/video evidence clearly showing the problem within 48/72 hours of receipt. Send to the designated customer service email.

    • Resolution: Upon verification:

      • Free Remake: Preferred solution. We will remake a correct product and ship it to you.

      • Full or Partial Refund: If remaking is unfeasible or the customer insists on a refund, unrecoverable costs incurred will be deducted (either symbolically or specifying a percentage, e.g., up to 30% of the order value as compensation for material/labor costs), or we will mutually agree on a resolution.

  • B. Shipping Damage:

    • Inspect Upon Delivery: We strongly advise customers to inspect the outer packaging upon delivery. If the outer packaging is visibly damaged, photograph it immediately and refuse delivery! This is the most effective way to handle shipping damage.

    • Discovered After Delivery: If internal damage is found after opening the package post-delivery, the customer must provide within 48/72 hours of receipt:

      • Photos of damaged outer packaging (if not noted upon delivery).

      • Clear photos/videos of the inner packaging and damaged product.

      • Photos of all packaging materials.

    • Resolution: Verified as shipping damage, we will handle the claim with the carrier. We will provide:

      • Free Remake: Preferred option.

      • Refund: If remaking is impossible or the customer requests it.

  • C. We Shipped the Wrong Item (Non-Custom Content Error):

    • E.g.: Wrong size shipped, wrong base color, wrong non-custom accessory.

    • Resolution: Upon verification, we will cover return shipping costs (if return is needed) and ship the correct item free of charge, or provide an appropriate refund/compensation.

4. Situations Where We Do NOT Accept Returns/Refunds (Explicitly Listed):

  • Subjective Dissatisfaction: E.g.: Feeling the final product "doesn't look like" the person (unless there's a major deviation from the proof), "isn't as nice as imagined," "colors seem slightly different" (monitor color variation), "changed mind after receiving it," "was a gift and the recipient didn't like it."

  • Customer-Provided Incorrect Information: E.g.: Provided blurry/poor-quality photos leading to suboptimal results; misspelled name/date; chose a base color/size later deemed unsuitable.

  • Minor Imperfections: E.g.: Small scratches that don't affect overall appearance or function, standard injection points on building blocks (not major quality defects).

  • Untimely Reporting: Reporting the problem after the specified timeframe (48/72 hours post-receipt).

  • Damage Not Caused By Us: Damage caused by the customer after delivery and acceptance.

  • Regret Over Custom Content: Customer requests design content changes or order cancellation after confirming the design proof, during production, or after completion.

5. Return Process (Applies Only to Approved Returns):
1. Contact Customer Service: Submit a return request via customer service email, clearly describing the issue and attaching all required evidence photos/videos.
2. Review & Assessment: Our customer service team will review the evidence and respond within 2 business days regarding approval.
3. Post-Approval Instructions: If return is approved (typically only for wrong item shipments needing return) or if the damaged item needs to be sent back (for our analysis/carrier claim), we will provide detailed return address and instructions. Note: Quality defect remakes usually DO NOT require returning the original item (unless specifically requested by us); it can be destroyed.
4. Return Requirements (If Applicable): Customer must return using original packaging or protective packaging and bear return shipping costs (unless it's our error - wrong item or quality defect). Strongly recommend retaining return shipping proof and purchasing insurance.
5. Received Return Inspection: We will inspect the returned item upon receipt.
6. Resolution Completion: Upon confirmation, we will arrange for a remake or refund. Refund processing times will be clearly stated.

6. Exchange Policy:

  • Generally, exchanging a custom product equates to a return + placing a new order. Exceptions may apply only for extremely simple non-custom part errors (e.g., wrong base color shipped) and only if the customer agrees to just replace that specific part.

  • Key Statement: "We do not offer exchanges due to subjective dissatisfaction. If you desire a different design or portrait, please place a new order."

7. Order Cancellation Policy:

  • "Custom orders enter our production queue immediately after you confirm the design proof and complete payment. Therefore, orders cannot be canceled once payment is successful. Please carefully review your design choices, photos, and all information before payment."

  • Design Proof Confirmation Step: Emphasize the critical importance of this step! Customer confirmation of the design proof (sent to customer service) signifies authorization to commence production.

8. Customer Responsibility:

  • Provide High-Resolution Photos: Stated: "Suboptimal results due to poor photo quality (blurry, underexposed/overexposed, side profile/obscured features) are not considered quality defects and are not eligible for return or exchange."

  • Carefully Review Design Proof: At the final design proof confirmation stage, you must meticulously check all portrait features, text (name, date), colors, size, and all other details. Confirmation constitutes the final production authority. If no specific requests are made after confirmation, production will proceed based on our standard process.

  • Provide Accurate Shipping Information: Responsibility for issues arising from incorrect shipping addresses (e.g., failed delivery, return) lies with the customer.

9. Disclaimer:

  • The final product outcome is dependent on the quality of the original photo provided.

  • The building block aesthetic involves artistic rendering and may differ from actual photos.

  • Monitor color variations may cause slight differences between the actual product color and what is displayed on screen.

  • We are not liable for losses resulting from the customer's failure to adhere to policy procedures (e.g., delayed reporting, lack of evidence).