Refund policy

Last updated: 16 October 2026

Our figure repaints are individually hand-painted. This policy explains photo approval, deposits, cancellation and what happens if something is wrong. It does not restrict your statutory consumer rights.

What your order includes

A catalogue figure repaint includes the figure and the painting work unless the listing clearly says otherwise. A separately agreed repaint of your own figure is a different arrangement and must be agreed with us before you send anything.

Digital course purchases are covered by our Digital Course Terms. If other physical products are offered, their descriptions and the applicable consumer rights also apply; we do not treat every product as personalised merely because it is sold on this website.

Hand-painted variation and agreed specifications

Small variations in colour, shading, linework and finish are normal in hand-painted work. Screen settings and lighting can also affect colour appearance. We do not promise a numerical percentage match to reference images.

We remain responsible for supplying work that matches its description and the agreed specification, and meets the standards required by law. Calling a difference an artistic interpretation does not excuse a genuine defect or material departure from the agreed description.

Tell us in writing about important colour, character or finish requirements before painting begins. We will confirm what we can provide.

Photo approval before dispatch

We send clear photographs of your completed figure for approval before dispatch. You can ask for more photographs or raise a concern before approving.

If we have missed an agreed detail or made a genuine error, we will put it right without charging you for that correction. Additional changes to an agreed brief may involve a revised price or timescale, which we will discuss first.

Approval confirms the visible finish you have accepted. It does not remove rights relating to faults, transit damage, hidden defects or goods that are not as described.

For a genuinely personalised commission, if you decline the finished work solely because you have changed your mind, our voluntary cancellation arrangement may retain up to 35% of the full repaint price, limited to a reasonable, evidenced amount reflecting our unrecoverable loss after reasonable steps to reduce it. We will explain the calculation. This is not a fixed penalty, does not apply to our errors or statutory remedies, and is not added on top of another cancellation deduction for the same loss.

Full payment and deposits

Where a deposit option is offered, the amount paid today is part payment of the full repaint price, not the complete price. The product page shows the full total, deposit and remaining balance. The balance is invoiced after completion and approval and must be paid before dispatch.

The studio deposit arrangement is separate from any third-party payment plan offered at checkout. A payment provider’s own terms apply to that provider’s service.

Deposits reserve work and may be used for sourcing, preparation and painting. They are not automatically forfeited in every circumstance. If an order is cancelled, we assess any lawful deduction under the cancellation terms below. Where we cancel because we cannot fulfil an order, we refund amounts paid for that unfulfilled order.

If a balance remains unpaid, we will contact you and give a reasonable opportunity to resolve it before ending the order. We do not dispatch before payment. Any amount retained must still be justified; non-payment does not permit us to keep more than we are lawfully entitled to.

Cancelling a figure order

Email info@2dfigurepainting.com with your order number as soon as possible. Cancellation takes effect when we receive your notice; you do not need to use a particular form of words.

Our voluntary 24-hour cancellation window

You may cancel within 24 hours for a full refund if production work has not begun. This voluntary offer is additional to any statutory cancellation right.

After 24 hours, before work begins

For a genuinely personalised commission that is exempt from the statutory cooling-off right, we may retain up to £50 for reasonable, evidenced sourcing and allocation losses already incurred and not recoverable. We reduce or waive that amount if our actual loss is lower. We do not charge an automatic administration penalty.

Once work begins

Where no statutory cancellation right applies, a change-of-mind cancellation may involve a deduction reflecting work already carried out and other reasonable unrecoverable losses, taking account of costs saved and any resale value. We explain the amount and refund any remaining balance. A deposit and cancellation fee are not retained twice for the same loss.

When statutory cancellation rights apply

The usual 14-day distance-selling cancellation right may not apply to goods genuinely made to your individual specification or clearly personalised. Being hand-painted or made only after an order is placed does not, by itself, establish that exception. We identify any applicable exception before you order.

If you buy a standard, non-personalised physical product online and the usual right applies, tell us within 14 days after delivery and return it within a further 14 days. We refund the price and any standard outbound delivery charge within the applicable legal period, normally within 14 days after receiving the goods or evidence of return. Any deduction for diminished value must be permitted by law; ordinary inspection does not justify a restocking fee. You pay return postage for a change-of-mind return where we have told you this before purchase. We cover reasonable return costs where goods are faulty or not as described.

For a separately agreed painting service on your own figure, service cancellation rules may differ. Starting work within a statutory cancellation period requires your express request; any lawful charge for work supplied must be proportionate. These terms do not assume that such a request has already been given.

Faulty, damaged or misdescribed goods

Contact us promptly with your order number, a description of the problem and photographs where available. For transit damage, ideally contact us within 48 hours and keep packaging if possible. This helps the investigation; it is not a legal deadline and missing packaging does not automatically invalidate a claim.

Goods must be of satisfactory quality, fit for purpose and as described. Depending on the circumstances and applicable law, your remedies can include rejection and refund, repair, replacement or a price reduction. UK consumers generally have a short-term right to reject faulty goods within 30 days; rights may continue beyond that period. We will not describe a legally required refund as purely discretionary.

Damage caused after delivery by misuse, an accident or an unauthorised modification is not normally our responsibility, but this does not remove rights for an unrelated original fault.

Do not send a return to the business address or studio without contacting us for the correct return instructions. This request does not prevent you from exercising a statutory right to cancel or reject goods.

Delayed or lost delivery

See our Shipping Policy. Please contact us if tracking stalls or a parcel is marked delivered but has not arrived. Our carrier investigation targets do not replace or shorten your rights against us.

Refund processing

We aim to process agreed refunds within 5–7 business days, to the original payment method, and always within any shorter period required by law. Your provider may take additional time to display the credit.

Any deduction must be lawful, proportionate and explained. Shipping charges and return costs are handled according to the reason for return and applicable law. Store credit is an option only if you agree; it does not replace a refund you are legally entitled to receive.

Payment disputes

Please contact us first so we can try to resolve a problem. You retain any rights to raise a dispute with your payment provider. We may provide accurate order records, agreed specifications, approval photographs and delivery evidence in response to a dispute.