Refund policy

Returns, Refunds & Cancellations Policy

Last Updated: August 2026

1. Our Commitment

Thank you for choosing Eufumora.

Every Eufumora creation is individually designed from the photos and information you provide and carefully crafted by our design and production team.

Our goal is to create a personalized keepsake that you will be proud to own.

If you experience any issue with your order, please contact us first. We believe most concerns can be resolved through timely communication, and we are committed to working with you toward a fair and reasonable solution.

2. Personalized Products

All Eufumora products are individually customized based on the photos, information, and selections provided by each customer.

Because every product is personalized specifically for you, it cannot normally be resold or returned to standard inventory.

For this reason, our cancellation, return, and refund conditions differ from those for standard non-customized retail products.

Please review this policy carefully before placing your order.

3. Cancellation Before Concept Approval

After your order is placed, we will review your submitted photos, prepare your Concept Preview, and send it to you for review.

You may request to cancel your order and receive a refund before approving your Concept Preview.

If your photos are unsuitable or additional reference materials are required, we will contact you before proceeding.

We will not begin professional 3D modeling until you approve your Concept Preview.

If we do not receive your approval, your order may be placed on hold until we hear from you.

4. Concept Approval & Start of Custom Production

Your Concept Preview allows you to review the overall visual direction and appearance of your figurine before professional 3D modeling begins.

Once you approve the Concept Preview, you confirm that you accept the overall design direction and authorize Eufumora to begin custom production.

Custom production begins once your Concept Preview is approved.

Because professional design and customization work begins at this stage, the order can no longer be cancelled or refunded due to change of mind, personal preference, or other customer-initiated reasons after Concept Preview approval.

This does not affect any rights or remedies that cannot be excluded under applicable consumer protection law.

5. 3D Model Review & Adjustments

After your Concept Preview is approved, our designers will professionally build and refine your 3D model.

Once the model is ready, we will send you a multi-angle 3D preview before printing.

You will have the opportunity to carefully review your model before it is manufactured.

Each order includes one complimentary round of minor adjustments.

If a minor adjustment is requested, please allow approximately 1–2 additional business days for refinement.

Additional rounds of adjustments or more extensive changes may require additional time and fees, depending on the nature and extent of the requested work.

We will discuss and confirm any additional work and applicable fees with you before proceeding.

6. Final Approval Before Printing

After any agreed adjustments are completed, you will have the opportunity to review the final 3D model.

We will not begin printing until you have given final approval of your 3D model.

By providing final approval, you confirm that you have reviewed and accepted the model and authorize Eufumora to manufacture your figurine based on the approved design.

Because the physical figurine is produced based on the model you have reviewed and approved, returns or refunds are generally not available solely because of change of mind, personal preference, or dissatisfaction with details already visible in and accepted through the approved 3D model.

7. Returns

Because each Eufumora product is individually customized and manufactured specifically for you, we generally do not accept returns or exchanges for change of mind or personal preference.

If you believe your order has a manufacturing defect, has been damaged during shipping, is materially incorrect due to our error, or has another legitimate issue, please contact us before returning the product.

Do not send any product back without contacting us first. Unauthorized returns may not be accepted or processed.

We will review the circumstances and work with you to determine an appropriate solution.

8. After-Sales Issues & Resolutions

If there is a genuine issue with your finished order, please contact us and provide the information reasonably necessary for us to investigate the issue.

Depending on the circumstances, possible solutions may include:

Guidance or practical assistance;
Replacement parts;
Repair where appropriate;
Remaking the affected product;
Replacement;
Partial compensation;
Store credit;
Partial or full refund where appropriate;
Another solution mutually agreed between you and Eufumora.

The appropriate solution will depend on the nature and extent of the issue.

We will review the circumstances and communicate with you to reach a fair and reasonable resolution rather than applying a single solution to every situation.

Nothing in this policy limits any mandatory rights or remedies available under applicable consumer protection law.

9. Shipping Damage

Please inspect your package promptly after delivery and keep a complete and continuous unboxing video.

If your product appears to have been damaged during shipping, please contact us and provide:

A complete and continuous unboxing video;
Clear photos of the damaged product;
Photos of the outer packaging;
Photos of any visible damage to the packaging.

The unboxing video should show the package before it is opened and continue through the initial inspection of the product.

These materials help us determine when and how the damage occurred and assist us in handling claims with the shipping carrier.

Once the circumstances have been reviewed, we will communicate with you and provide an appropriate solution based on the nature and extent of the damage.

10. Lost Packages

If tracking information indicates an unusual delay or you believe your package may have been lost, please contact us.

We will work with the shipping carrier to investigate the shipment.

If the carrier confirms that the package has been lost during transit, we will work with you to determine an appropriate solution, which may include remaking, replacement, refund, or another mutually agreed resolution, depending on the circumstances.

11. Custom-Made Products & Reasonable Variations

Every Eufumora figurine is individually created based on your reference materials, approved Concept Preview, and approved final 3D model.

Our designers make reasonable efforts to capture recognizable features, overall appearance, hairstyle, clothing, colors, pose, and other relevant details while ensuring that the model is suitable for 3D printing.

You will have the opportunity to review your multi-angle 3D model and request one complimentary round of minor adjustments before printing.

Your figurine will only be printed after your final approval of the 3D model.

However, custom 3D modeling, full-color 3D printing, materials, post-processing, and finishing involve both digital and physical production processes.

As a result, minor differences between reference photos, the Concept Preview, the approved 3D model, and the finished physical figurine may occur.

Reasonable variations resulting from artistic interpretation, materials, printing technology, finishing processes, lighting, photography, or display settings do not necessarily constitute manufacturing defects.

12. Reference Photos

The quality and accuracy of your finished figurine depend significantly on the reference materials you provide.

After your order is placed, we normally review your photos, prepare your Concept Preview, and send it to you within 1–2 business days.

If your photos are unclear, unsuitable, or additional reference materials are required, we will contact you within this period.

We will not proceed to professional 3D modeling until suitable reference materials are available and you have approved your Concept Preview.

Customers are responsible for reviewing the applicable photo requirements before placing an order and for providing accurate and suitable reference materials.

13. Customer Review & Response Time

Customers are responsible for reviewing Concept Previews, 3D Model Previews, adjustment results, and other important order-related communications in a timely manner.

Customer review and response time is calculated separately and is not included in our estimated production timeline.

If we do not receive the information or approval required to proceed, your order may be placed on hold until we receive your response.

Delays caused by late responses, replacement or supplementary photos, adjustment requests, additional adjustments, or delayed approvals may extend the overall production and delivery timeline.

14. Situations Generally Not Eligible for Cancellation, Return or Refund

Subject to applicable law, cancellation, return, or refund is generally not available in the following circumstances:

Change of mind after Concept Preview approval;
Personal preference after custom production has begun;
Subjective dissatisfaction with details clearly visible in and accepted through the approved final 3D model;
Requests to substantially change the reference photo, subject, pose, clothing, or overall design after Concept Preview approval;
Reasonable artistic interpretation or minor production variations;
Minor color differences resulting from lighting, photography, screen settings, materials, or printing processes;
Issues resulting from incorrect, incomplete, unclear, or unsuitable information or reference materials provided by the customer;
Failure to review product descriptions, sizing information, photo requirements, or applicable policies before placing an order.

If an issue results from a confirmed manufacturing defect, significant shipping damage, an incorrect product caused by our error, or another legitimate fulfillment issue, please contact us. These situations will be reviewed separately under the after-sales resolution process described above.

15. Payment Disputes & Chargebacks

If you have a concern regarding your order, we encourage you to contact us first so we have an opportunity to investigate and resolve the issue with you.

We are committed to responding to legitimate concerns and working toward a fair and reasonable solution.

Nothing in this section prevents you from exercising any rights available through your payment provider or under applicable law.

16. Contact Us

If you have any questions about this policy or need assistance with your order, please contact us.

Email: support@eufumora.com

Response Time: Typically within 1–2 business days.