You in 3D

Refund & Returns Policy

YOU IN 3DFIGURINES

Legal

Last updated: 18 June 2026

We want you to love your custom creation. Because almost everything we make is personalised and made to order, please read this policy carefully before placing an order. This policy works alongside your rights under the Consumer Protection Act, 2008 (CPA).

1 Custom & personalised products

Made just for you. Our figurines, glass portraits and personalised items are produced specifically to your order, using your photos and details. For this reason they cannot be returned or refunded simply because you changed your mind, and the standard cooling-off right for online purchases does not apply to goods made to your specifications (Electronic Communications and Transactions Act, section 42).

This does not affect your rights if an item is faulty, defective or not as described — see sections 3 and 4 below.

2 Cancelling an order

Before production / proof approval: you may cancel for a full refund, as long as we have not yet started producing your item.
After you approve a proof or production has begun: the order can no longer be cancelled or refunded, because materials and work have already been committed.

To cancel, contact us as soon as possible at mfr.shaheen@youin3dfigurines.co.za with your order number.

3 Faulty, defective or damaged items

If your item arrives faulty, defective, or materially different from what you approved, you are entitled to have it repaired, replaced, or refunded, in line with the Consumer Protection Act.

Please report any fault within 3 days of receiving your order.
Send us clear photos of the issue so we can assess it quickly.
If we confirm the item is defective or was damaged in transit, we will repair or remake it, or refund you — at no extra cost to you.

4 Damaged in transit

Please check your parcel on delivery. If the item is damaged in transit, notify us within 24 hours with photos of the item and packaging, so we can arrange a replacement or refund and follow up with the courier.

5 Incorrect items

If we send you the wrong item or make an error against your approved proof, we will correct it at our cost — by remaking the item or issuing a refund.

6 What is not covered

Change of mind on a completed custom item.
Errors in details, spelling or images that you supplied or approved on the proof.
Minor variations in colour, finish or texture that are normal for handmade products.
Poor-quality photos supplied by you that affect the final result, where we flagged the issue beforehand.
Damage caused by misuse after delivery.

7 How to request a refund or return

Email us at mfr.shaheen@youin3dfigurines.co.za (or WhatsApp +27837904662 with your order number.
Describe the issue and attach clear photos.
We will review and respond within [ 2–3] working days.
If approved, we will arrange a repair, replacement or refund.

8 How refunds are paid

Approved refunds are paid back to your original payment method through Payfast, or by EFT where agreed. Refunds are usually processed within [5–10] working days of approval. The time for the funds to reflect depends on your bank.

9 Your statutory rights

Nothing in this policy limits the rights you have under the Consumer Protection Act, 2008. If you are unhappy with how a complaint is handled, you may refer it to the National Consumer Commission.

10 Contact us

Questions about a refund or return? Contact us at mfr.shaheen@youin3dfigurines.co.za or +27837904662. We’re happy to help.Terms & Conditions Privacy Policy Refund & Returns Policy

You in 3D Figurines · Baywest Mall, Gqeberha, South Africa

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