Refund policy
Replacement Policy
In order to be eligible for replacements, an item must either be missing or damaged upon arrival. Items damaged by the customer are not eligible for replacements.
For orders placed after 6/16/2021, AVFigures will not be responsible for packages lost or having exterior damage to the box without the purchase of Package Saver. Claims for damages must be reported to customer service within 7 days after receiving.
If you purchased PACKAGESAVER, and your package's tracking has not updated for 40 calendar days, you are eligible for a replacement or a refund.
International customers missing items must have a collective value of $25USD for a replacement package to be issued. All packages not meeting or exceeding this value will be issued a refund.
Refund Policy
Refunds may be issued on a case-by-case basis, please consult with customer service for more details. After being issued, please allow 5-7 full business days to process back to your preferred payment method.
We are unable to offer refunds for any credit or debit card transactions over 60 calendar days old, regardless of the purchase of PACKAGESAVER.
Cancellation Policy
Order cancellations and item removals are subject to a 10% cancellation fee.
Orders are eligible to be canceled only up until a tracking number is printed. After this point, we can no longer cancel or refund any orders.
B-Grade Policy
3-D Prints
B-Grade 3D prints are categorized as those with errors that do not significantly impair the function of the model. This means that they have bubbles, overtly visible layer lines, or scratches that detriment surface quality. All B-Grade sales are final; we will not replace any due to quality issues. You as the buyer, understand that these items did not pass our initial quality control, and that these are defective items.
Printed Figures
B-Grade printed figures are categorized as having the proper designs printed in their designated areas, but their alignment from surface to surface is misaligned by greater than 0.5mm. These B-Grades may also have flaws including but not limited to discoloration, streaky printing, or ink splatter. All B-Grade sales are final; we will not replace any due to quality issues. You as the buyer, understand that these items did not pass our initial quality control, and that these are defective items. The only time we can offer refunds for B-grade printed figures is if the print is incomplete, or if the design is printed on any side does not correlate with the product photo.
Misprint Policy
3-D Prints
3-D Printed helmets and backpacks may be tight upon receiving them or have small surface imperfections, these may not be classified as misprints, and will not be replaced. 3-D Printed weapons and other accessories may be askew or deformed upon arrival and may be eligible for replacement at the discretion of Customer Service. Items damaged by the consumer are not eligible for replacements.
Decals
Some decals may be mildly misaligned, upon receiving them, colors may be shifted slightly in a given direction. For all decals, this tolerance is 0.1mm, any colors exceeding this may be eligible for replacement at the discretion of Customer Service.
Printed Figures
Good body prints are defined by vertical alignment within 0.2mm and horizontal alignment within 0.5mm. Good arm prints are defined by vertical alignment within 0.2mm of the front elbow strap. Partial refunds offered for these items will be no more than 30% of the retail value of the figure. Returns may be made for a full refund (US Only).
We are not able to provide any replacements for potential misprints.
Some figures may come with pre-decaled helmets, small errors on these are subject to happen as a result of their production process, and may be eligible for two options.
- 30% Refund of the Figure Cost
- 10% Refund PLUS DIY Supplies shipped to the customer (Base Helmet, Decals, etc.) Subject to part availability.
NOTE: International Customers must cover the shipping cost of DIY Supplies if it does not exceed $25 in replacement costs
NOTE: 360 degree UV Printed figures may have a small spot of base piece’s color on the top of their arms; this is a result of current manufacturing limitations, and is unavoidable. This is not categorized as a misprint, and will not be refunded.
Returned Order Policy
In the event an order is returned to the Workshop, you will be contacted by the CS Team with two options:
1. Refund your order with a 15% restocking fee. Refund will be for 85% of the order's subtotal.
2. An invoice for the cost of shipping, and your order will be reshipped.
NOTE: If you do not respond to the CS Team within one week, you will be automatically refunded.