Refund policy

Last updated: 30 August 2026

Made for you

Every GetFigure figurine is made to order from your photo or design. It cannot normally be resold to someone else.

Before you approve the preview

Nothing is printed without your approval.

On design.getfigure.co.uk, the 3D preview is free and you pay only after approval.
On MyPukki and MyBaddii, you may pay at the brand checkout before the final production preview. GetFigure is the seller and merchant of record. You may cancel for a full refund at any time before you approve that preview.

If your photo is not usable, we will ask for a clearer or different photo and explain what works best. If you have not paid, there is nothing to refund. If you have paid and we cannot make a usable preview after reasonable attempts, you may choose another design or receive a full refund.

After you approve the preview

Once you approve, production may start straight away. Because the figurine is made to your specifications and is clearly personalised, there is no standard 14-day change-of-mind cancellation right under regulation 28(1)(b) of the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

We may still be able to stop production, so contact us immediately if you have made a mistake. We cannot promise a change, cancellation or refund once an approved item is in production.

If something is wrong

Please contact contact@getfigure.co.uk within 30 days of delivery if your figurine:

arrives damaged;
is faulty or unsafe;
is the wrong item; or
is materially different from the approved 3D preview.

Send your order number and clear photos of the item and packaging if possible. Do not throw away damaged packaging until we tell you it is no longer needed.

We will review the problem promptly and offer the remedy the law requires. Depending on the circumstances, that may be a repair, replacement, price reduction or refund. GetFigure pays reasonable return costs when we ask for a faulty or incorrect item back.

Your legal rights continue after 30 days

Our 30-day faults and damage process is an extra, simple route to help quickly. It does not cut off your legal rights.

UK consumers have rights under the Consumer Rights Act 2015. These include a 30-day short-term right to reject faulty goods and, where applicable, later rights to repair or replacement and then a price reduction or final refund.

US consumers may have additional non-excludable rights under federal or state law.

What is not a fault

Full-colour 3D printing can create small variations in colour, surface and fine detail. A minor variation is not a fault when the figurine remains safe and materially matches the preview you approved.

We do not cover damage caused after delivery by dropping, crushing, heat, misuse, unauthorised repair or failure to follow the safety notice. This does not affect a claim where an underlying fault caused or contributed to the damage.

Returns and refunds

Please contact us before sending anything. We will give you the correct return instructions. A return is not always needed, particularly where photographs clearly show transit damage.

Approved refunds go back to the original payment method. We process them without undue delay and normally within 14 days after agreeing the refund or, where a return is required, after receiving the item or evidence that it has been sent. Your bank may take additional time to show the money.