Refund policy
At Storya, every product is custom-made based on the photos and information provided by our customers. Each order is individually designed and handcrafted to create a unique keepsake that captures the appearance, clothing, accessories, pets, and other meaningful details of every person or pet. Because every product is made exclusively for each customer and cannot be resold or reused, significant time, creative effort, and production resources are invested into every order.
Design Preview
After your order has been processed, our design team will prepare a design preview based on the reference photos you provide before production begins.
The design preview is intended to allow you to review the overall design and identify any factual errors, such as incorrect reference photos, missing subjects, incorrect accessories, clothing, or other reference-based details before production begins.
Please note that the design preview is intended to verify factual details only. Minor artistic variations, styling choices, proportions, facial features, colors, textures, expressions, poses, and other creative elements are part of the artistic interpretation of every custom figurine and may differ slightly from the reference photos.
Each order includes one complimentary design revision based on the original reference photos provided.
If you request to replace the original reference photos, add new reference materials that significantly change the design, or request a substantially different design direction after the design preview has been completed, an additional design fee of US$10 per customized subject (including each person or pet) will apply.
You may request your complimentary revision within 24 hours after the design preview has been sent.
If we do not receive a response within 24 hours, the design will be deemed accepted, and your order will automatically proceed to production according to our production schedule.
Order Cancellation
Orders may be cancelled for a full refund before the design process has begun.
If the design preview has already been completed but production has not yet started, you may still cancel your order. However, a design fee of US$10 per customized subject (including each person or pet) will be deducted from your refund to cover the design work already completed. The remaining balance, if any, will be refunded to your original payment method.
Once production has begun, your order cannot be cancelled, modified, returned, or refunded because production resources, materials, and labor have already been committed to creating your personalized product.
Manufacturing Defects or Shipping Damage
If you believe your order has a manufacturing defect or was damaged before delivery, please contact Storya within 7 days of receiving your order and provide clear photos of:
the product;
the original packaging; and
the shipping box, if applicable.
Storya will review each case individually and determine an appropriate resolution at our reasonable discretion. We may request additional information or evidence before reaching a final decision.
Where a verified manufacturing defect exists, Storya reserves the right, at its sole discretion, to repair the product, remake the product, provide a replacement, offer a partial refund, or issue a full refund, depending on the nature of the issue. The appropriate resolution will be determined after reviewing the circumstances of each individual case.
What Is Not Covered
This Refund Policy does not apply to:
minor artistic variations that are part of the custom creation process, including differences in facial features, colors, proportions, textures, poses, expressions, hairstyles, or other artistic details;
changes of mind after production has begun;
incorrect information, shipping addresses, or reference photos provided by the customer;
damage caused by misuse, accidental damage, improper handling, or normal wear and tear after delivery;
delays caused by customs authorities, shipping carriers, weather conditions, public holidays, or other circumstances beyond Storya’s reasonable control.
Refund Processing
Where a refund is approved, it will be processed to the original payment method used for the purchase.
Depending on your bank or payment provider, it may take several business days for the refunded amount to appear in your account.
If you have any questions regarding this Refund Policy, please contact us at support@storyacustom.com