Return Policy

Returns and Complaints

Every figurine you order from us is made from scratch based on your photo.

Below we explain when you are entitled to file a complaint, how to submit it and how long it usually takes.

Seller:

Ewa Kupcewicz
ul. Rumiankowa 21, apt. 2
11-042 Jonkowo

NIP: 7392273741
REGON: 545212415

E‑mail: sklep@toonfig.com
Phone: +48 507 183 482

1. Can I return a figurine without giving a reason within 14 days?
   No. 3D figurines produced from photos and other personalized products are made according to the customer’s individual specifications, so they are not subject to the 14‑day right of withdrawal (Art. 38(3) of the Consumer Rights Act). By ordering a figurine made from your photo, you waive the right to return it merely because you changed your mind.
2. What if the figurine is defective?
   
   In that case you have full warranty/complaint rights. A statutory warranty (rękojmia) applies for 2 years from receipt (Civil Code, Art. 556 et seq.). You may file a complaint, for example, if:
   • the figurine arrived damaged (cracks, breakages, deformations occurring during transport),
   • the quality of workmanship significantly deviates from the presented examples,
   • a DIY kit is missing declared elements (paints, brushes),
   • a defect appeared during normal use within 2 years.
3. How to file a complaint — step by stepWrite to us at sklep@toonfig.com or call: +48 507 183 482. In the message provide the order number or date of purchase, a description of the defect and your requested remedy (repair, replacement, refund). Attach 2–3 photos of the defect in good lighting. We usually respond within 2 business days and agree on next steps. If returning the figurine is necessary — send it by courier at our expense to: Rumiankowa 21/2, 11-042 Jonkowo. Pack it the same way you received it (bubble wrap, box) to avoid further damage.
4. Complaint handling time We process complaints within 14 days of receipt (Art. 7a of the Consumer Rights Act). Failure to respond within this period means the complaint is considered justified. In practice we usually reply within 2–4 days.
5. Who covers return shipping costs for an accepted complaint If the defect is our fault (manufacturing damage, non‑conformity with the approved design), we cover the return costs and the re‑shipment of the replacement item. We will send you a return label by e‑mail.
6. What to do if we cannot reach an agreement You may use out‑of‑court consumer dispute resolution methods — information is available at uokik.gov.pl and at regional Trade Inspection offices, and via the EU ODR platform: ec.europa.eu/consumers/odr. You also have the right to bring a lawsuit before the court competent for your place of residence.
7. Questions before placing an order If you have doubts — ask before ordering. Call: +48 507 183 482 or write: sklep@toonfig.com. We will show photos of similar works and clarify appearance, material and size. Consultation is free and does not oblige you to purchase.