Return & Refund Policy

Last updated: August 15, 2026

We want you to receive a custom figurine you are happy to keep. Because each figurine is made specifically from your submitted photos and instructions, the following policy applies to cancellations, returns, replacements, and refunds.

1. Cancellations

You may contact us to request a cancellation as soon as possible after placing an order. We can usually consider a cancellation only if custom design or production has not started. Once design, production, or fulfillment has begun, the item is custom-made for you and may not be cancellable.

If a cancellation is approved before production, we will refund the eligible amount to the original payment method. Shipping charges or payment processing charges that have already been incurred may not be refundable where permitted by applicable law.

2. Custom-made items

After custom production begins, we generally do not accept returns or exchanges for change of mind, an unsuitable photo, a request for a different style, a change in personal circumstances, or minor differences between the reference photo and the finished figurine. Custom products can have natural variations in color, texture, facial detail, pose, and finish.

Nothing in this policy limits any mandatory consumer rights that apply to you under applicable law.

3. Damaged, defective, or incorrect items

If your item arrives damaged, defective, materially different from the product ordered, or incorrect, contact us within 7 days of delivery at service@lovevexa.com. Include your order number and clear photos of the outer packaging, shipping label, and figurine. We may ask for additional information to assess the issue.

After review, we may offer a reasonable solution, such as a replacement, repair, store credit, or refund, depending on the issue and available options. Do not send an item back unless we provide return instructions.

4. Delivery issues

If tracking shows that a package is delayed, lost, returned, or marked delivered but cannot be located, contact us so we can investigate with the carrier. Resolution may depend on the shipping address supplied, carrier findings, customs status, and whether the parcel was refused or abandoned.

5. Refund timing

When a refund is approved, it will normally be issued to the original payment method. Processing time depends on your bank, card issuer, or payment provider. It may take several business days for a completed refund to appear on your statement.

6. Photo quality and design expectations

We use the photos and instructions you provide as the basis for the custom design. Blurry, cropped, filtered, obstructed, or low-resolution photos may limit the final result. Minor differences caused by the quality or angle of the submitted photos are not automatically defects.

7. How to contact us

Email service@lovevexa.com with your order number, a description of the issue, and supporting photos. We will review the request and reply with the next steps.