Refund policy
Return & Refund Policy
Effective Date: June 16, 2026
At SoulPortraits, customer satisfaction is our priority. Because our 3D figurines are personalized and created specifically based on the photos you provide, returns are handled differently from standard products.
If you are not completely satisfied with your order, you may contact us within 90 days of receiving your order, provided that the conditions below are met.
Eligibility for Returns & Refunds
You may request a refund or replacement within 90 days of delivery if:
- Your SoulPortraits 3D figurine arrived damaged during shipping.
- The figurine has a manufacturing defect.
- You received the wrong figurine or the wrong size.
- The finished figurine is materially different from the photos or personalization information you submitted.
- Your order contains a production error attributable to SoulPortraits.
Because each figurine is custom-made and personalized, we generally cannot accept returns simply because you changed your mind or no longer want the product after production has started.
To be eligible for a refund or replacement, please provide reasonable evidence of the issue, such as clear photos or videos of the received product.
How to Request a Refund or Replacement
To request a refund or replacement, please contact our customer support team at:
Please contact us within 90 days of receiving your order and include:
- Your order number
- A description of the issue
- Clear photos or videos showing the problem
- Photos of the packaging, if the item was damaged during shipping
Our customer support team will review your request and provide you with the appropriate instructions.
Refunds
Once your claim has been reviewed and approved, we will notify you of the refund status.
If your refund is approved, the refund will be issued to your original payment method.
Please allow 5–10 business days for your bank or payment provider to process the refund. Processing times may vary depending on your payment provider.
Replacements
If your SoulPortraits 3D figurine arrives damaged, defective, incorrect, or contains a production error, we may offer a replacement figurine instead of a refund where appropriate.
If a replacement is approved, we will provide instructions for the next steps.
Return Shipping
If the issue is caused by our error, a manufacturing defect, or damage that occurred during shipping, SoulPortraits will cover the applicable return shipping costs.
For any other approved return, the customer may be responsible for return shipping costs.
Personalized & Custom-Made Products
Please note that every SoulPortraits 3D figurine is custom-made based on the photos and information submitted by the customer.
Once production has started, cancellations or refunds due to a change of mind may not be possible because the product has been specifically created for you.
Please carefully review the photos and personalization details you provide before submitting your order.
Non-Refundable Situations
Refunds or replacements may not be available for:
- Changes of mind after production has started
- Incorrect photos or personalization information provided by the customer
- Differences caused by the quality, angle, lighting, or resolution of the photos submitted
- Minor artistic differences inherent to the 3D sculpting and production process
- Damage caused by misuse, accidents, or improper handling after delivery
- Normal wear and tear
- Modifications or alterations made to the figurine after delivery
Contact Us
If you have any questions regarding this Return & Refund Policy, please contact us at:
SoulPortraits
Email: support@soulportraits.co
We want you to love your SoulPortraits figurine and will do our best to resolve any legitimate issue fairly and quickly.
