Refund policy

At OurFigure, customer satisfaction is our priority. Because our products are made to order, we aim to handle all order concerns quickly and fairly.

Returns

Due to the made-to-order nature of our products, we typically do not require items to be returned. However, if there is an issue with your order, we will review your case and provide an appropriate solution, which may include a replacement, refund, or store credit.

Eligibility for Replacement or Refund

You may request a replacement or refund if:

- The item arrives damaged, defective, or misprinted

- You receive the wrong item

- The product is significantly different from what was described

Requests must be submitted within 30 days of delivery.

Non-Eligible Cases

We may not offer refunds or replacements in the following cases:

- Incorrect size, design, or color selected by the customer

- Minor variations in color due to lighting or screen differences

- Damage caused by misuse or improper care

If you're unsure about sizing or product details, please contact us before ordering — we're happy to help.

Shipping Issues

If your order appears lost in transit or tracking has not updated for an extended period, please contact us. We will investigate with the carrier and provide a suitable resolution, which may include a replacement or refund.

Delivered but Not Received

If tracking shows your order as delivered but you cannot locate it:

- Please check with neighbors or household members

- Contact your local carrier

If the issue remains unresolved, reach out to our support team and we will assist you.

How to Request Support

To request a replacement or refund, contact us at: 📧 support@ourfigure.com

Please include your order number and a brief description of the issue. Photos may be requested to help us resolve your case faster.

Resolution Time

Most requests are reviewed within 24–48 business hours. If your case is approved, we will arrange a replacement or issue a refund to your original payment method. Please allow 3–5 business days for the refund to be reflected in your account, depending on your bank or payment provider.