Refund policy

Effective Date: 08/08/2026

At 2D Figure Painting, every figure is carefully hand-painted by a human artist and inspected before dispatch. Because our work is bespoke and made to your specification, please read this policy carefully before placing an order. By placing an order, you confirm that you have read, understood, and accepted the terms below.

Artistic Interpretation & Reference Matching

Every figure is individually hand-painted. Each artist has their own interpretation and style, and no repaint can be an exact, identical reproduction of a reference image, photograph, video, prototype, or previous commission.

We strive to match your chosen reference to a high standard, aiming for 90% or greater likeness. However, variations in colour, vibrancy, saturation, tone, shading, line work, finish, and overall interpretation are a normal and expected part of hand-painted work.

Please also note that colours shown on screens differ from physical paint. Your finished figure may appear more or less vibrant in person than it does on your device.

These artistic variations do not constitute defects, faults, or grounds for a refund, return, replacement, or chargeback. By placing an order for a custom or repainted figure, you acknowledge and accept these artistic variations.

Photo Approval Before Dispatch

Before your figure is shipped, we send you clear photographs of the completed repaint for your approval. This is your opportunity to review the finished work before it leaves our studio.

Because each figure is fully hand-painted to your specification before this stage, the artist's time and materials are already fully invested by the time proofs are shared.

If you approve the photographs, your figure is dispatched and the sale is final, except in the case of genuine transit damage (see Damaged or Defective Items below).
If you decline at the proof stage for reasons of personal preference, artistic interpretation, or colour variation as described above, a 35% restocking fee will be retained. In this case the figure remains with us, you will not receive the figure, and the remaining balance (65%) will be refunded.
If you identify a genuine error — a specific feature or detail you provided in writing that we did not follow — we will correct it free of charge. A genuine error is not the same as normal artistic variation.

Minor adjustments requested at the proof stage may be accommodated at our discretion where reasonable.

Order Cancellations

24-Hour Cooling-Off Period

Orders may be cancelled within 24 hours of purchase for a full refund, provided production work has not commenced.

After 24 Hours, Before Work Begins

If you cancel after the first 24 hours but before work has begun — that is, before materials have been committed or before your original figure has been received by us for repainting — a £30 product & materials fee will be retained to cover sourcing, allocation, and administration. The remaining balance will be refunded.

After Work Has Begun

Once work has begun — whichever happens first: preparation or painting has started, or your original figure has been received and work has commenced — the order is non-refundable, as the artist's time and materials are committed at this point.

How to Request a Cancellation

To cancel an order, please contact us immediately at info@2dfigurepainting.com.

Refunds

Requesting a Refund

To request a refund, contact us at info@2dfigurepainting.com with:

Your order number
The reason for the request
Supporting photographs where applicable

Processing Refunds

Where a refund is approved under this policy, it will be processed within 5–7 business days to the original payment method.

Any approved refund will be reduced by the applicable fees set out in this policy (the £30 product & materials fee or the 35% restocking fee, as relevant). Original shipping charges are non-refundable.

Damaged or Defective Items (Transit Damage)

If your order arrives damaged, you must contact us within 48 hours of delivery and follow the process below.

Please email info@2dfigurepainting.com with:

Your order number
Clear photographs of the packaging
Clear photographs of the damage

Resolution

Once reviewed and the damage is proven, we will arrange a replacement at no additional cost. Where a replacement is not practical, we may offer a refund at our discretion.

We reserve the right to refuse a replacement or refund request if:

The damage resulted from misuse, mishandling, modification, accidental damage, or improper storage after delivery.
Insufficient evidence of transit damage is provided.

Returns (Ready-Made Stock Items Only)

The return window in this section applies only to non-custom, ready-made stock items. Custom, commissioned, personalised, and repainted figures are governed by the Artistic Interpretation and Photo Approval sections above and are non-returnable once approved.

Return Window

For eligible stock items, you may request a return within 2 days of receiving your order.

Eligibility Requirements

To be eligible for a return:

The item must be unused and in the same condition in which it was received.
The item must be returned in its original packaging.
Proof of purchase must be provided.
Return authorisation must be obtained from our customer support team before any item is sent back.

Returns sent without prior authorisation will not be accepted.

Return Shipping

Customers are responsible for all return shipping costs unless the item is confirmed to be damaged or defective on arrival. We strongly recommend using a tracked shipping service, as we cannot be responsible for items lost during return transit.

Deposit Payments

Deposits secure production time, materials, scheduling, and project allocation. For this reason, all deposits are strictly non-refundable once payment has been made.

By placing a deposit, you acknowledge that work, planning, sourcing, and scheduling may begin immediately. Deposits cannot be refunded due to changes of mind, personal circumstances, delays outside our control, or dissatisfaction with artistic preferences that were not previously agreed in writing.

Please note: If the remaining balance has not been secured or paid, the deposit and the figure remains with the studio and will not be refunded or dispatched.

Shipping Address Accuracy

Customers are responsible for providing accurate shipping information at checkout. 2D Figure Painting is not responsible for orders shipped to incorrect addresses supplied by the customer.

If you notice an error in your shipping details, please contact us immediately at info@2dfigurepainting.com.

Chargebacks

Customers agree to contact 2D Figure Painting first, to allow a reasonable opportunity to resolve any issue, before initiating a payment dispute or chargeback.

Fraudulent chargebacks relating to delivered products, approved custom work, or accepted terms may be challenged with supporting evidence.

Contact Us

For questions regarding your order, please contact info@2dfigurepainting.com.

We are committed to providing a smooth and professional customer experience.

Digital Product Terms & Conditions

These Terms & Conditions apply to all purchases of digital products, courses, downloadable content, and educational materials sold by 2D Figure Painting. By purchasing the 2D Figure Painting Course, you agree to the following terms.

Course Information

The 2D Figure Painting Course is a self-paced online training programme designed to teach the techniques used in our figure repainting process. The course includes:

Approximately 55 minutes of video content
12 structured learning modules
Lifetime access
Beginner-friendly instruction
Instant online delivery

How Access Works

Purchase the course through our website.
Receive access details via email shortly after payment.
Log in to the learning platform using the supplied credentials.
Access the content at your own pace.

If you experience any issues receiving your login details, please contact info@2dfigurepainting.com.

Digital Product Delivery

The course is delivered electronically and access is granted immediately after purchase using the email address supplied at checkout. No physical product will be shipped.

No Refund Policy

Due to the digital nature of the course and the fact that access is provided immediately after purchase, all sales are final. No refunds, exchanges, credits, or cancellations will be issued once access has been granted. Please review all course information carefully before completing your purchase. If you have questions about the course before purchasing, we encourage you to contact us first.

Waiver of Cancellation Rights

By purchasing the course and accessing the content immediately, you expressly request immediate delivery of digital content. You acknowledge and agree that once access has been granted, you lose any applicable right to cancel or withdraw from the purchase where permitted by applicable law.

Personal Use Only

Your purchase grants a non-transferable licence for personal educational use only. Course access is limited to the individual purchaser. You may not:

Share login credentials
Allow others to access your account
Resell access
Distribute course materials
Upload course content elsewhere
Screen-record lessons
Copy, reproduce, or redistribute any portion of the course

without prior written permission from 2D Figure Painting.

Intellectual Property

All course content — including videos, images, graphics, demonstrations, documents, branding, teaching materials, and course structure and methodology — remains the intellectual property of 2D Figure Painting. No ownership rights are transferred through purchase.

Account Sharing & Unauthorised Use

We reserve the right to suspend, restrict, or permanently revoke course access without refund if we reasonably believe:

Login credentials have been shared
Content has been copied or distributed
Access is being used in breach of these terms
Intellectual property rights have been violated

Lifetime Access

Lifetime access means access for as long as the course remains available on our learning platform. While we aim to keep the course available indefinitely, we reserve the right to modify, update, replace, or discontinue the course platform, content, or delivery method at any time.

Technical Support

If you experience technical difficulties accessing the course, we will make reasonable efforts to resolve the issue promptly. Please contact info@2dfigurepainting.com for support.

Results Disclaimer

The course provides guidance, techniques, and educational instruction based on our experience in figure repainting. Results will vary between individuals. We cannot guarantee specific outcomes, skill levels, business success, artistic results, or financial results from participation in the course. Your progress depends on factors including practice, effort, experience, tools, materials, and personal skill development.

Limitation of Liability

To the maximum extent permitted by law, 2D Figure Painting shall not be liable for any indirect, incidental, consequential, or special damages arising from the use of the course or inability to access the course.