Refund policy

Every 3D Portrait Lab figurine is a made-to-order artwork, sculpted from photographs you supply and printed only after you have personally approved a 3D digital proof. The policy below explains exactly what you are entitled to at every stage.

Policy Summary

Return window 30 days from the date of delivery
Return shipping cost $0.00 — Free. 3D Portrait Lab pays for all approved returns via a pre-paid label.
Restocking fee None.
Returns accepted Defective and non-defective items, subject to the Custom-Made Exception below.
Change-of-mind returns Available before printing begins. Once printing has started, custom items cannot be returned for change of mind — but defects, damage, and discrepancies are always covered free under our Design Guarantee.
Refund method Original payment method, processed within 3–10 business days of receipt.
Contact support@3dportraitlab.com

1. Your 30-Day Coverage Window

You have 30 days from the date of delivery to contact us about your order for any reason — a defect, transit damage, a discrepancy from your approved proof, or a return request.

Return shipping is always free. If a return is approved, we issue a pre-paid shipping label. You will never pay a return shipping fee, a restocking fee, or any handling charge. Your return cost is $0.00.

Please note the distinction: Return shipping cost and refund amount are two separate things. Return shipping is free in every approved case. The refund amount depends on how far your custom artwork had progressed, as set out in Section 2 below.

2. Custom-Made Exception & Cancellation / Refund by Stage

Because each figurine is manufactured to your individual specification — from your own photographs, in the size and pose you select, and only after your explicit written approval of a 3D digital proof — it cannot be resold to anyone else. This is consistent with standard practice for personalized and made-to-order goods, and with the U.S. FTC Cooling-Off Rule, which expressly excludes custom-made products.

Production of your figurine runs through two stages — digital modeling (our sculptors build your 3D model) followed by full-colour printing. You may cancel at any point within the 30-day window, and the refund amount is determined solely by the stage your order has reached:

Stage at Cancellation Refund Outcome
Before modeling begins
(no work has started) 		Full refund — 100%, for any reason, including change of mind. The entire amount is returned to your original payment method.
While modeling is in progress
(digital sculpting under way) 		You may still cancel. We issue a partial refund = Order total minus the Modeling Fee, which covers sculptor labour already invested:
• $60 USD — Portrait Bust / Head-and-Shoulders / Pet figurines
• $80 USD — Full-body figurines (per character or pet)
Once printing has begun The piece is physically produced and unique to you, so change-of-mind cancellation is no longer possible. Your protection here is our Design Guarantee (Section 3): any defect, transit damage, or discrepancy from your approved proof is repaired or reprinted free of charge.
Installment orders
(Shop Pay Installments / Klarna) 		The same stage-based rules apply. We receive the full order value upfront from the installment provider, so refunds are calculated against that full amount.

The Modeling Fee is disclosed here in advance and is the only deduction ever applied. There are no restocking fees, no return shipping fees, and no administrative charges of any kind.

This exception is disclosed on every product page and at checkout before you complete your purchase.

3. The Design Guarantee — Free Repair or Reprint

We never print without your permission. You receive a 360° 3D digital proof before any physical production begins, and unlimited free revisions at that stage based on your original reference photographs.

If the physical figurine you receive shows a significant, objectively verifiable discrepancy from the 3D proof you approved — a printing defect, a structural fault, or transit damage — we will repair or reprint it and reship it to you free of charge. No forms, no argument, no cost to you.

Colour calibration note: digital screens vary widely in colour rendering. Minor colour differences between an on-screen proof and a physical resin object (a normal characteristic of full-colour WJP printing, RGB vs. CMYK) are not considered a defect. Significant departures — an incorrect hair colour, or a fundamentally different skin tone — are fully covered.

4. Reporting Transit Damage — 7-Day Priority Window

Your general coverage window is 30 days. For transit damage specifically, we ask you to notify us within 7 days of signed receipt so that we can file a timely claim with the carrier and fast-track your free reprint.

Email clear photographs of the damaged packaging and the figurine to support@3dportraitlab.com. We will begin a free reprint with priority shipping immediately. You bear no loss whatsoever.

Reporting after day 7 does not void your coverage — it may simply slow the carrier claim process.

5. Revisions — What Is Free, What Is a New Project

Unlimited free revisions apply to refinements based on your original reference photographs:

  • Facial expression adjustments
  • Colour and shade adjustments
  • Base engraving text
  • Small accessory changes
  • Slight pose-angle adjustments

The following are treated as a new project rather than a revision, because the underlying model must be rebuilt from zero. They may incur an additional modeling fee, which our design team will scope and confirm with you in writing, in advance, before any work proceeds:

  • Switching to a completely different pose
  • Replacing the reference photograph
  • Changing the outfit entirely
  • Re-modeling the scene, or switching style (e.g. realistic ↔ chibi)

Email support@3dportraitlab.com with your request and we will quote it before proceeding. You will never be charged without your prior agreement.

6. Situations Not Covered

To be fully transparent about the limits of this policy, a free reprint or refund is not available where:

  • Change of mind once printing has begun — see the Custom-Made Exception in Section 2.
  • Reference photo quality — where our team notified you in writing that your photographs may affect the final result, and you explicitly asked us to proceed regardless.
  • Minor colour variation inherent to full-colour resin printing — see Section 3.
  • Subjective likeness concerns where the delivered figurine faithfully matches the 3D proof you personally approved.
  • Returns requested without a genuine defect, or where the item matches your approved proof. This protects the made-to-order nature of every piece.

In every one of these cases we will still review your situation individually. Please write to us — we would rather find a resolution than win an argument.

7. How to Start a Return or Report an Issue

  1. Email support@3dportraitlab.com with your order number and a short description.
  2. If photographs are relevant (damage, defect, discrepancy), attach clear images.
  3. We respond within 24 business hours.
  4. If a physical return is required, we email you a pre-paid shipping label at no cost to you.
  5. Approved refunds are issued to your original payment method and typically appear within 3–10 business days.

8. Contact

Email: support@3dportraitlab.com
Response time: within 24 business hours
Support hours: Monday – Friday

3DPORTRAITLAB LLC
1023 E Lincolnway, Cheyenne, WY 82001, United States