Returns & Refunds Policy
At Figsay, we carefully select and package all items to ensure they arrive in the best possible condition. However, if you receive a damaged or defective item, please contact our customer service team via WhatsApp or email immediately.
Return/Exchange Guidelines
- Timeframe: All return, exchange, or compensation requests must be made within 72 hours of receiving your order.
- Process: Contact our assistant with photos of the damaged item and packaging. We will review the issue and work with you on the next steps.
- No Unwarranted Returns or Exchanges: Returns or exchanges will only be accepted in cases of defective, damaged, or incomplete products. We do not accept returns or exchanges for any other reasons.
Special Instructions for Statues
Resin and polystone statues are fragile and may occasionally have minor imperfections (e.g., small breaks, paint scratches). While we package these items carefully, please be aware that these types of defects are common in collectible statues. If you are concerned about this, please consider carefully before purchasing. If defects do occur, contact our assistant with clear photos, and we’ll work with the studio to check for replacement parts (though availability is not guaranteed).
Transportation Insurance
- Insurance Coverage: Figsay provides transportation insurance for your order at no extra cost.
- Filing Claims: If your item arrives damaged during shipping, please take photos and record an unboxing video, then contact our assistant within 7 days of receiving your product. Figsay will assist in submitting a claim to the logistics provider.
- Exclusions: Paint scratches, minor damage, and similar issues are considered normal wear and are not eligible for insurance claims.
Refunds & Spare Parts
If the item is damaged, defective, or incomplete upon delivery, we will contact the manufacturer for a resolution. If replacement parts are available, we will provide them at no additional cost. If parts are unavailable, we may offer a coupon or help arrange for repairs. This process can take some time.
Return Conditions
Please note that all returns must meet the following conditions:
- Items must be returned in their original condition with original packaging, certificates, and accessories.
- The customer will be responsible for shipping, handling, and restocking fees (30%).
- Returns may be refused or incur additional charges if the item is not properly repackaged.
Refund Process: After a return is processed, the refund will be issued to the original payment method. If your payment method has expired, please provide updated payment details.
Shipping & Delivery
For large parcels, we recommend being present at the time of delivery. Once the shipment is marked as “delivered,” we are not responsible for theft or loss. Customers are responsible for monitoring their tracking information.
Need Assistance?
For further information or assistance with returns, exchanges, or claims, please contact us using the details on our Contact Page.
