After Sales Policy

We appreciate you as a customer and want to ensure you remain supported even after your order has been delivered. Below you can find the terms and procedures for our after-sales service.

When After-Sales Service Applies

Our after-sales service may apply in the following situations:

  • Significant transport damage affecting appearance or functionality
  • Missing parts
  • Manufacturing defects
  • Incorrect product received

Minor cosmetic imperfections that are typical for the material or production process (such as small paint spots, slight uneven surfaces, or minor glue residue) are generally not covered unless specifically stated otherwise.

How to Submit an After-Sales Request

Please contact our customer support as soon as possible after discovering an issue.

To process your request, please provide:

  • your order number,
  • the product name,
  • a detailed explanation of the issue.

Please also include photo evidence (preferably 3–5 clear pictures) showing both the product and its packaging. If transport damage is claimed, photos of the damaged packaging are also required.

If possible, we also recommend submitting a short video or unboxing recording, especially in cases involving severe damage.

Our After-Sales Process

Once we receive your request and the necessary evidence, we will review the case and usually respond within approximately 14 business days.

If replacement parts are available from the manufacturer or studio, we will arrange shipment of those parts.

If replacement parts are unavailable, we may offer:

  • repair options (local or remote),
  • or a partial refund depending on the severity of the issue.

Shipping costs related to replacement parts or repairs may be shared. In many cases, we cover the shipping costs from the studio/manufacturer to us, while the customer may cover international shipping from us to the final destination, unless otherwise agreed or unless the issue was clearly caused by us.

Time Limits & Warranty Periods

Please report any damages, defects, or missing parts within 72 hours after delivery.

For certain products, especially resin or polystone statues, the after-sales support period may be limited (for example one week after delivery) regarding missing parts or manufacturing defects.

Exceptions & Limitations

Limited Edition products may have limited or unavailable replacement parts.

Custom-made or Pre-Order products manufactured specifically for you may have restricted after-sales options.

Minor cosmetic imperfections that are typical for the material, hand-painted finish, or shipping process are considered normal variations and generally do not qualify for full replacement or refund.

If damage or defects were caused by misuse, accidents, improper handling, or modifications after delivery, we reserve the right to reject or limit the after-sales request.

Refunds, Replacements & Repairs

If your after-sales request is approved, we may provide a replacement, repair solution, or refund depending on what is reasonably possible.

Refunds will be issued using the original payment method whenever possible.

If you incurred shipping costs related to returns or replacement parts, we will clearly communicate whether these costs will be reimbursed, partially covered, or remain the customer’s responsibility.

Communication & Support

We aim to provide clear and timely customer support. After submitting a request, you will receive at least one confirmation message together with an estimated processing timeline.

All communication will take place via email or through our official customer support channels.