Refund policy

Read this before you order — it is short and it is fair
    Returns & Refunds

    Last updated: October 2026

    
      180
Day remake guarantee

      ∞
Free revisions

      100%
Free cancel before approval

      0
Restocking fees

    

    1. The short version

    
      • Nothing is printed until you approve the design proof — and revisions are free and unlimited.

      • You can cancel for a full refund any time before you approve that proof.

      • Once you approve it, the piece is made to your specification and cannot be resold — that is why custom
        pieces cannot be returned for a change of mind.

      • If anything is not as approved, or arrives damaged, we remake it free within 180 days.

    

    2. The 180-day after-sales guarantee

    Every physical order is covered for 180 days from delivery. If something is wrong because of us — the
      print, the finish, the packing, the transit — we remake the piece and ship it again at our cost. This is a remake
      guarantee, not a "send it back" policy: for custom pieces we would rather make you a correct one than argue about
      a return.

    3. What qualifies for a free remake

    
      • The piece does not match the design proof you approved (wrong Form, wrong size, wrong pose or outfit).

      • A printing or finishing fault: cracked, chipped, mis-coloured, badly sealed, or standing unevenly.

      • Arrived damaged in transit — send us photos of the parcel and the piece.

      • The wrong item, or the wrong number of items, arrived.

      • For Jaybe merch: a manufacturing fault in a sticker, print or the official Jaybe figurine.

    

    4. What does not qualify

    
      • Change of mind after you approved the proof. A custom piece has your photo in it and cannot be resold.

      • "It looks different from my photo." Every figurine is a hand-finished sculpt, not a photograph — the
        proof is where you check the likeness, and revisions at that stage are free.

      • Normal variation in full-colour resin printing: slight differences in tone, and small surface marks
        from layer-by-layer printing, are characteristics of the material rather than defects.

      • Damage from misuse, drops, water, long direct sunlight, or keeping it within reach of children under three.

      • Late delivery caused by customs, strikes, weather or an address you gave us incorrectly.

      • Digital items once they have been delivered and opened (see section 6).

    

    5. Proofs, revisions, approval & cancellations

    We email a design proof within about 2–4 business days of your order. You can ask for changes as many times as
      you like — free, and there is no limit. Production starts when you approve.

    
      • Before you approve: cancel at any time for a full refund, no reason needed.

      • After you approve: production has begun, so the order is no longer cancellable and the custom piece is
        non-refundable, except under the guarantee in section 2.

      • If we cannot reach you: if we have not heard back about a proof for 30 days, we will remind you twice,
        then hold the order. You can still approve it later.

    

    6. Digital items (Video Plus & the licensed song)

    Video Plus films are delivered by email or download link, usually within 2–4 days of the figurine design
      being confirmed. The included song download is free with every order.

    
      • If a film is not delivered, or is technically faulty (will not play), we fix it or refund it in full.

      • Once a film or song has been delivered and downloaded, it is a digital product and is not refundable —
        and if you already used it publicly, it cannot be refunded at all.

      • Digital work that has not yet started (nothing delivered) can be cancelled for a full refund.

    

    7. Refunds

    When a refund is due, it goes back to the original payment method through Shopify, normally within
      5–10 business days depending on your bank. Refunds cover the amount you paid for the affected item, and for
      shipping where the fault was ours. Where a remake is the fairer fix, we will offer that first — you choose.

    8. Returns & return shipping

    Because custom pieces cannot be resold, we do not usually ask you to send them back. In most cases photos or a
      short video of the problem are enough for us to remake the piece, and you keep the original. If we do ask for a
      return, we pay the return shipping when the fault is ours.

    9. How to start a claim

    
      • Email support@jaybestudio.com within 180 days
        of delivery.

      • Include your order number, and a photo or short video of the problem.

      • Tell us which outcome you want: a remake, or a refund.

      • We reply within one business day and, if a remake is agreed, the new piece goes into production straight away
        — not to the back of the queue.

    

    10. Who you are buying from

    Jaybe Studio

      Room 502-503, No. 36, Shanglingpai Xincun, Dalang Community, Dalang Subdistrict, Longhua District, Shenzhen,
      518109 Guangdong, China

      Email support@jaybestudio.com ·
      Phone +86 137 1489 1147

      Support hours: Mon – Fri, 9:00 am – 6:00 pm (GMT+8)

    See also our
      Shipping & Delivery,
      Terms of Service and
      Privacy Policy.