Overview
Our refund and returns policy for custom soft clay figurines is designed to honor the craftsmanship of each hand-sculpted piece while ensuring your peace of mind. Since every figurine is uniquely made to your specifications, returns and exchanges are only accepted under specific conditions.
To be eligible for a return, your figurine must be unused and in the exact condition you received it, with no signs of damage, wear, or modification. It must also be returned in its original, protective packaging.
As custom-made art pieces, all soft clay figurines are non-returnable and non-refundable once the final production has been approved by you. This includes any changes requested after the rough modification stage.
Additional non-returnable items:
- Gift cards
- Custom figurines that have passed the rough modification approval stage
- Any piece that has been delivered and signed for by you or a designated recipient
To complete your return, we require a receipt or proof of purchase, as well as clear photos of the item showing any issues.
Please do not send your purchase back to us without first contacting our customer support team for a return authorization. Unauthorized returns will not be processed.
There are certain situations where only partial refunds are granted:
- Figurines returned after the 30-day window from delivery, with no prior approval
- Pieces showing signs of damage, wear, or modification that occurred after delivery
- Any item not in its original condition, damaged, or missing parts for reasons not due to our error
Refunds
Once we receive and inspect your returned custom figurine, we will send you an email to confirm receipt and notify you of the approval or rejection of your refund.
If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 7–10 business days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, as it may take some time before your refund is officially posted.
Next, contact your bank. There is often additional processing time before a refund is posted.
If you’ve done all of this and still have not received your refund, please contact us at nirenpoly@163.com.
Sale items
Only regular-priced custom figurine orders may be eligible for a partial refund under specific conditions. All promotional, discounted, or sale-priced soft clay figurines are final sale and cannot be refunded.
Exchanges
We only replace custom figurines if they arrive defective or damaged in transit. If you need to exchange your piece for the same design due to manufacturing issues, please send us an email at nirenpoly@163..com to request a return authorization before sending your item to our studio address.
Gifts
If your custom figurine was marked as a gift when purchased and shipped directly to the recipient, they’ll receive a gift credit for the value of their return, which can be used toward a future custom order. Once the returned item is received and inspected, a gift certificate will be emailed to them.
If the figurine wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves first, we will send a refund to the original gift giver, and they will be notified of the return.
Shipping returns
You will be responsible for paying for your own shipping costs for returning your custom soft clay figurine. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged or re-sculpted product to reach you may vary, as each piece is handcrafted to order.
If you are returning a custom figurine, we strongly recommend using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item, so proper tracking and insurance are advised.
Need help?
Contact us at nirenpoly@163.com for questions related to refunds, returns, or any concerns about your custom soft clay figurine order.