Refund policy

At Minilo, every figurine is custom-made to order from the photos you provide. Please read this policy carefully before placing your order. By completing a purchase, you confirm that you have read and agreed to the terms outlined below.

All Sales Final

All purchases made through Minilo are final. Because each figurine is personalised and produced specifically for you, we do not offer refunds, returns, or exchanges for change of mind after a purchase has been completed. In accordance with the Consumer Contracts Regulations 2013, the standard cancellation right does not apply to goods made to the consumer's specification or clearly personalised. Nothing in this policy affects your statutory rights in respect of faulty or misdescribed goods.

Order Cancellations

Orders may only be cancelled within 12 hours of purchase. After this period, your order enters our production queue and can no longer be cancelled or modified. Please double-check your photo upload and order details before completing checkout.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or you received the wrong item, please contact us at organicburner126@gmail.com as soon as possible — ideally within 48 hours of delivery — with your order number and clear photos showing the issue. Prompt reporting helps us resolve your case quickly. Each case is reviewed individually, and where an issue is verified we will provide a replacement figurine or a refund. As handmade custom products, minor variations between your submitted photo and the finished figurine are normal and do not constitute a defect.

Optional Services at Checkout

We offer the following optional services at checkout. These are add-on services, are charged separately from the product, and are final and non-refundable once purchased.

Priority Handling (Fast-Track Production)

Priority Handling moves your order to the front of our production queue, reducing your production time. It does not represent a courier shipping speed upgrade, and delivery timeframes after dispatch remain subject to carrier processing, customs, and other external factors. No specific delivery date is guaranteed.

Shipping Protection

Shipping Protection covers your order in transit. If your parcel is confirmed lost by the carrier, or arrives damaged, we will ship a free replacement at no additional cost, or offer a refund of the product price if a replacement cannot be produced. Without Shipping Protection, lost or damaged parcels are handled through the standard carrier claims process, which may take significantly longer to resolve.

Show Some Support (Tip)

At checkout, customers may leave a voluntary tip as a gesture of appreciation for our team's work. Tips are entirely optional, are not tied to any product or service, and are final and non-refundable.

Chargebacks

By purchasing from Minilo, you agree to the policies presented at checkout. If you experience any issue with your order, please contact us first at organicburner126@gmail.com — we resolve the vast majority of issues directly and quickly. Chargebacks filed without contacting us will be responded to with our store policies, order records, photo submissions, and shipment documentation.