Refund policy

Every Maquettine figurine is made to order from your photos. Nothing is kept in stock, and each piece is printed specifically for you. Because of that, this policy works a little differently from a standard webshop, and we want the rules to be clear before you order.

1. How you pay: a deposit now, the rest after you approve

At checkout you pay a deposit of about 20% of the price: €35 for Classic (7 cm), €50 for Signature (9 cm), €75 for Grand (12 cm) and €120 for Monument (18 cm). From two figurines in one order, the 20% discount applies to the deposit and to the rest alike.

You pay the rest only once you approve your 3D preview. We then add it to the same order and send you a secure payment link. All the payment methods offered at checkout can be used. Nothing is ever charged automatically: you pay the rest yourself, through that link, and only after you approve.

2. Before you approve: cancel anytime, full refund of your deposit

Until you approve your 3D preview, you can:

  • request as many revisions as you like, free of charge
  • upload new or additional photos
  • change the pose or size (we'll adjust the deposit or the rest accordingly)
  • cancel your order entirely and get your deposit back in full

To cancel, email us at contact@maquettine.com with your order number. We refund your deposit to your original payment method within 7 days of your cancellation. Your bank may need a few extra days to process it.

If we can't produce a good result from the photos you provided, even after revisions and new photos, we'll cancel the order and refund your deposit in full.

3. After you approve your preview: pay the rest, then we print

When you approve your preview, your design is final and the rest of the price becomes due. We send your figurine to production as soon as the rest is paid, and not before.

If the rest is not paid, we keep your approved design ready and remind you by email, but we print and ship nothing until it is paid. From the moment you approve, your deposit is no longer refundable: the design has been made and approved for you.

Printing can't be reversed, so from approval onwards the order can no longer be cancelled, changed, or returned for a refund. This includes changes of mind, choosing a different size or pose, or deciding after approval that you'd prefer a different photo.

About the EU 14-day right of withdrawal: EU consumers normally have 14 days to withdraw from an online purchase. This right does not apply to goods made to the consumer's specifications or clearly personalised (Article VI.53, 3° of the Belgian Code of Economic Law, implementing Directive 2011/83/EU). Your figurine falls into that category. Our free cancellation before approval (section 2) is offered in its place.

Please review your preview carefully before approving. We're happy to answer questions or make another revision first.

4. What to expect from your figurine

Your approved preview is the reference for your final figurine. A physical print will naturally differ slightly from a digital preview in a few ways:

  • Colours can look a little different in full-colour resin than on your screen, which depends on its brightness and settings.
  • Very fine details, such as individual whiskers or single strands of fur, may be slightly simplified at smaller sizes.
  • A subtle surface texture is a normal result of the printing process.

These normal variations are not defects. If your figurine clearly differs from the preview you approved, that is a defect, and section 5 applies.

5. Damaged, defective, or wrong items

We check every figurine before it ships. If something still goes wrong, we'll make it right.

Please contact us within 14 days of delivery if your figurine:

  • arrives broken or damaged
  • has a production defect
  • clearly doesn't match the preview you approved
  • isn't the order you placed

Email contact@maquettine.com with:

  • your order number
  • clear photos of the figurine, showing the problem
  • photos of the box and shipping packaging

Please keep the packaging until we've resolved your case. In most cases, you won't need to send the figurine back.

Once we confirm the problem, we'll reprint and reship your figurine free of charge. If a reprint isn't possible or doesn't solve the problem, you'll get a full refund.

None of this affects your statutory rights. As a consumer in the EU, you are entitled to a 2-year legal guarantee of conformity from delivery. You can still use it if you notice a defect later, even after the 14 days mentioned above.

6. Delivery problems

  • Lost parcel: If the carrier confirms your parcel is lost, we'll reprint and reship at no cost.
  • Incorrect address: Please check your shipping address at checkout. If a parcel comes back to us because the address was wrong or incomplete, we can reship it, but you pay the new shipping costs.
  • Refused or unclaimed parcels: If a figurine comes back because it wasn't collected, we can reship it at your cost. Because the figurine is personalised, we can't refund it.

7. Refunds

Refunds go to your original payment method within 7 days. We'll email you when your refund has been processed. If you haven't received it after 7 days, please contact us.

8. Contact

Questions about an order, a preview, or this policy? Email Robin at contact@maquettine.com. We usually reply within 2 business days.

Maquettine
Jenny Tanghestraat 6, 9050 Gent, Belgium
VAT: BE1013024646