Refund & Returns policy
Last updated: 11 October 2026
1. Your Right to Cancel an Online Order
If you are a consumer purchasing online, you generally have the right to cancel your order within 14 days of receiving the goods, without providing a reason, subject to applicable legal exceptions.
To exercise this right, you must notify us within the applicable cancellation period.
You can contact us at info@figurian.com, providing your order number and a clear statement that you wish to cancel your purchase.
After notifying us of your cancellation, you must return the goods within the applicable statutory period.
2. Returning an Item
Unless we agree otherwise, customers exercising their statutory right to cancel are responsible for the direct cost of returning the goods, where the law permits this and the customer was properly informed before purchasing.
Returned items should be packaged securely to prevent damage during transit.
Please contact us before returning an item so that we can provide the relevant return instructions.
Nothing in this section requires you to return goods in unopened packaging where applicable law allows you to inspect them.
3. Refunds for Cancelled Orders
Where you validly exercise your statutory right to cancel, we will refund the amounts required by law, including the applicable standard outbound delivery cost.
Where legally permitted, we may withhold reimbursement until we have received the goods back or you have supplied evidence that you have returned them, whichever occurs first.
Refunds will normally be made using the original payment method unless you expressly agree otherwise.
We will process refunds within the applicable statutory deadlines.
4. Made-to-Order and Personalised Products
Some products may be prepared, printed, painted or finished after an order is placed.
A product being made or finished after an order is placed does not automatically mean that it is exempt from the statutory cancellation right.
The right to cancel may not apply to goods made to the consumer's specifications or clearly personalised, where the applicable legal exception is satisfied.
For example, a miniature painted according to a customer's specific personal requirements may qualify for an exception in circumstances where a standard product offered in several finishes would not.
Where an exception applies, we will communicate this clearly before the order is placed.
This section does not affect statutory remedies for faulty or non-conforming goods.
5. Faulty, Damaged or Incorrect Items
If your order arrives damaged, contains an incorrect item or does not conform to the contract, contact info@figurian.com as soon as reasonably possible.
Please include:
- Your order number.
- A description of the issue.
- Photographs, if relevant and reasonably available.
We will assess the issue and explain the remedies available under applicable law.
Depending on the circumstances, these may include repair, replacement, a price reduction or a refund.
Customers are not required to accept a defective product merely because it was handmade, produced in a small batch or sold at a particular price.
6. Differences Between Photographs and Received Products
Product photographs are intended to illustrate the general appearance of the items offered for sale.
Minor variations in colour, shading, texture, surface finish and small decorative details may occur, particularly in hand-painted products.
A minor aesthetic variation that does not affect the essential characteristics or agreed description of the product does not necessarily mean that the item is defective.
However, if an item is materially different from its description, has a missing component or does not match the selected finish, this policy does not remove any rights or remedies available under applicable consumer law.
7. Items Returned After Use or Handling
Customers may inspect goods to the extent reasonably necessary to establish their nature, characteristics and functioning.
Where applicable law permits it, we may seek compensation for a reduction in the value of goods resulting from handling beyond what is necessary for such inspection.
This does not remove any statutory right to cancel or any remedy available for defective goods.
8. How to Contact Us
For returns, cancellations and refunds, contact:
Email: info@figurian.com
Please include your order number so that we can identify your purchase.
9. Statutory Rights
This policy does not limit any mandatory consumer rights applicable to your purchase.
Where applicable law provides stronger protection than this policy, the applicable legal protection will prevail.