Refund policy

Return and Refund Policy

Studio Replica

1. Introduction

Welcome to Studio Replica. We are a Canadian business specializing in custom-made, hand-crafted 3D figurines created from photographs provided by our customers. Each piece is a unique, made-to-order item designed exclusively for you, based on the photo, instructions, and preferences you submit at the time of your order.

Because every order is personalized and produced individually, this Return and Refund Policy ("Policy") is specifically designed to balance two principles: protecting you, the customer, with fair and transparent rights to a refund when something goes wrong, and protecting Studio Replica from abuse, since custom work cannot be resold to another customer once it has been started.

By placing an order on our website, you acknowledge that you have read, understood, and agreed to this Policy in its entirety. We strongly encourage you to read this document carefully before completing your purchase. If you have any questions, please contact us at contact@studioreplica.com before placing your order. We are always happy to clarify any point.

This Policy is governed by Canadian consumer protection laws, including applicable provincial legislation in the customer's province of residence.

2. Nature of Our Products

Studio Replica creates custom 3D figurines based on photographs and instructions submitted by each individual customer. This means that:

  • Every order is made-to-order and unique to the customer who placed it.
  • No two orders are identical, even when the same customization options are selected.
  • Production cannot begin until we have received your photo and any specific instructions.
  • Once production has started, the materials, time, and craftsmanship invested in your order cannot be recovered or reassigned to another customer.

Because of the personalized nature of our products, this Policy contains specific rules that differ from those that might apply to mass-produced, off-the-shelf goods. We have, however, designed our process to give you multiple opportunities to validate your order before any non-refundable work is completed.

3. The Preview Approval System

To protect you from receiving a final product that does not meet your expectations, every Studio Replica order goes through a mandatory preview approval step before final delivery.

3.1 How the preview works

After you place your order:

  1. Within five (5) business days of your purchase (subject to occasional delays during high-volume periods, in which case you will be notified by email), we will create a high-resolution digital preview of your figurine, modeled directly from the photo and instructions you submitted.
  2. The preview will be sent to the email address associated with your order.
  3. You will then have the opportunity to either approve the preview or request a full refund if the preview does not meet your expectations.

3.2 Your right to a full refund at the preview stage

This is the most important customer protection in our process: if you are not satisfied with the preview, you are entitled to a full refund of the amount paid for your order — no questions asked. You do not need to justify your decision, prove a defect, or negotiate. A simple email reply stating that you wish to cancel your order is sufficient.

This right applies for seven (7) calendar days from the moment we send the preview to you. After this window, if you have not responded, we will follow up at least once before considering the preview implicitly approved (see Section 3.4).

3.3 Approving the preview

You can approve the preview in two ways:

  • By replying directly to the preview email with an explicit approval (for example, "I approve," "looks great, please proceed," or similar).
  • By clicking the approval link provided in the preview email, if applicable.

Once the preview is approved, we will proceed with final production, and the order moves into a stage where refunds become limited (see Section 4).

3.4 Implicit approval after non-response

If you do not respond to the preview email within fourteen (14) calendar days, and despite at least one follow-up reminder from us, we will assume the preview is approved and proceed with final production. This rule exists to prevent orders from being stuck indefinitely and to allow us to manage our production queue fairly for all customers. We will always send at least one reminder before considering an order implicitly approved.

3.5 Requesting changes to the preview

If you would like adjustments to the preview rather than a refund, we offer up to two (2) rounds of revisions free of charge. Reasonable revision requests include adjustments to facial details, pose, clothing details, or color tones. Requests that effectively constitute a completely new figurine (for example, replacing the subject in the photo with a different person, or changing the entire scene concept) may be treated as a new order at our discretion.

After the second round of revisions, additional changes may be subject to a small revision fee, which will always be communicated to you in advance for your approval before any charge is made.

4. Refund Eligibility

Your eligibility for a refund depends on the stage your order has reached. The chart below summarizes the rules, and detailed explanations follow.

Stage of order Eligible for full refund?
Before we begin preview production Yes — full refund
Preview sent, within 7 days, you decline Yes — full refund, no questions asked
Preview approved (explicitly or implicitly), production not yet started Partial refund (see Section 4.3)
Final production started No refund (see Section 4.4)
Final delivery completed No refund (except for defects — see Section 5)

4.1 Cancellation before preview production begins

If you change your mind shortly after placing your order and we have not yet started working on your preview, you are entitled to a full refund of the total amount paid, including any promotional discount applied to your order. To exercise this right, please contact us as soon as possible at contact@studioreplica.com with your order number. We will confirm whether work has started and process your refund accordingly.

4.2 Refund at the preview stage

As detailed in Section 3.2, you have an unconditional right to a full refund within seven (7) calendar days of receiving your preview. This is the cornerstone of our customer protection promise: you never have to commit to a final product without first seeing how it will look.

4.3 Cancellation after preview approval but before final production

Once you have approved the preview, we begin allocating resources for final production. If you wish to cancel your order between preview approval and the start of final production, we may offer a partial refund at our discretion, deducting a reasonable preview-production fee corresponding to the work already invested. This fee will not exceed thirty percent (30%) of the total order value.

4.4 Cancellation after final production has started

Once final production has begun, your order is no longer eligible for a refund. This is because the materials, time, and labor invested in creating a custom figurine specifically for you cannot be recovered or reallocated. We will always notify you when we are about to move from "approved preview" to "final production" so that you have a clear opportunity to halt the process if you change your mind.

4.5 Refunds for late delivery

In accordance with Canadian consumer protection legislation, if we fail to deliver your preview within thirty (30) days of the originally promised delivery date — or within thirty (30) days of your order date if no specific date was promised — and we have not provided a reasonable, communicated delay update, you are entitled to cancel your order and receive a full refund within fifteen (15) days of your cancellation notice. This protection applies separately from the preview-stage refund window.

5. Refunds for Defective or Non-Conforming Products

Beyond the preview approval system, you are also entitled to a refund or correction in the following situations, regardless of the stage of your order:

5.1 Material defects in the final product

If the final product you receive contains a clear defect that was not present in the approved preview — for example, a corrupted file, a missing element that was visible in the approved preview, or a technical problem rendering the product unusable — please contact us within fourteen (14) calendar days of receiving the final delivery. We will investigate and, depending on the issue, offer one of the following remedies, at our reasonable discretion and in consultation with you:

  • A corrected version of the product, delivered free of charge.
  • A partial refund proportional to the defect.
  • A full refund if the defect cannot be corrected.

5.2 Misrepresentation

If the product you receive is materially different from what was described, advertised, or shown in the approved preview, you are entitled to a remedy under applicable Sale of Goods legislation. Please contact us with photographs or screenshots illustrating the discrepancy, and we will respond within five (5) business days.

5.3 What does not qualify as a defect

The following situations are not considered defects, and refunds will generally not be granted on this basis after preview approval:

  • Stylistic preferences that differ from the approved preview but were visible in it.
  • Photos submitted that were of low quality, blurry, poorly lit, or insufficient to capture details (we strongly recommend submitting the best photo possible).
  • Aspects of the final product that were explicitly described in our product page or in the preview confirmation.
  • Personal taste changes after preview approval.

To minimize these issues, please take the time to carefully review your preview before approving it, and feel free to request revisions while the preview window is still open.

6. How to Request a Refund

To request a refund under any provision of this Policy, please follow these steps:

6.1 Contact us

Send an email to contact@studioreplica.com with the following information:

  • Your full name as it appears on the order.
  • Your order number (found in your order confirmation email).
  • The email address you used to place the order.
  • A brief description of your reason for the refund request.
  • Any relevant attachments (screenshots, photos, or other supporting material), if applicable.

6.2 Response time

We commit to acknowledging your refund request within two (2) business days and providing a substantive response within five (5) business days. In the vast majority of cases, eligible refunds are processed even faster.

6.3 Refund processing time

Once your refund is approved, we will issue it to the original payment method used for the purchase. The funds will typically appear in your account within:

  • 5 to 10 business days for credit and debit card refunds.
  • 3 to 5 business days for digital wallet refunds (Shop Pay, Apple Pay, Google Pay).
  • Up to 10 business days for other payment methods, depending on your bank or provider.

Please note that the exact timing depends on your bank or card issuer and is outside of our control once the refund has been issued from our end. If you do not see your refund within the timeframes above, please first contact your bank, and then contact us if the issue persists.

6.4 Currency and amount refunded

All refunds will be issued in the same currency as the original transaction (typically Canadian dollars, CAD). We refund the exact amount you paid, including any taxes. We do not deduct payment processing fees or administrative charges from refunds, except where explicitly stated in this Policy (such as the preview-production fee described in Section 4.3).

7. Returns

Because of the nature of our products (see Section 11), traditional physical returns are not part of our process. There is no shipping label to print, no package to send back, and no return address to ship to. All refund operations described in this Policy are handled entirely electronically through our customer support team.

If you have approved a preview and then received final delivery, and you believe a refund is warranted under Section 5 (defective or non-conforming products), please do not delete, alter, or share the product file before contacting us. We may need to review the file you received to investigate the issue.

8. Exceptions and Limitations

The following situations are excluded from refund eligibility under this Policy:

8.1 Misuse or violation of our Terms of Service

Refunds will not be granted to customers who have violated our Terms of Service, including but not limited to: submitting fraudulent payment information, attempting to obtain duplicate refunds for the same order, submitting photos that violate third-party rights (copyrighted images, photos of public figures without authorization, etc.), or engaging in abusive behavior toward our staff.

8.2 Chargeback abuse

If you initiate a credit card chargeback without first contacting us and giving us a reasonable opportunity to resolve the issue, we reserve the right to dispute the chargeback with documentation of our communication efforts and this Policy. We strongly encourage all customers to contact us directly before opening a chargeback — in our experience, the vast majority of issues are resolved quickly and amicably through direct communication.

8.3 Gift orders

If your order was a gift purchased by another person, refund requests must be initiated by the original purchaser, since refunds are always issued to the original payment method. The recipient of the gift cannot directly request a refund.

8.4 Promotional and discounted orders

Orders placed using promotional discounts, first-visit promotions, or other special offers remain fully eligible for refunds under this Policy. The amount refunded will equal the amount actually paid, not the original undiscounted price.

9. Changes to This Policy

We may update this Policy from time to time to reflect changes in our practices, legal requirements, or customer feedback. When we do so, we will:

  • Update the "Last updated" date at the top of this Policy.
  • For substantial changes, notify customers with active orders by email.
  • Apply the version of the Policy in effect at the time of your purchase to your specific order, unless a newer version is more favorable to you.

We encourage you to check this page periodically for any updates. Continuing to use our website and place orders after a Policy update constitutes acceptance of the revised version.

10. Contact and Dispute Resolution

10.1 Contact information

For any question, concern, or request related to this Policy, please contact us at:

Studio Replica Email: contact@studioreplica.com

We aim to respond to all inquiries within two (2) business days.

10.2 Dispute resolution

We are committed to resolving all customer concerns fairly and quickly through direct dialogue. If a dispute cannot be resolved through our customer support process, you have the following additional options under Canadian law:

  • File a complaint with the consumer protection office of your province or territory.
  • Initiate a credit card chargeback through your card issuer (subject to your card network's timeframes, generally 120 days from the transaction date).
  • Pursue resolution through your provincial small claims court system.

10.3 Governing law

This Policy is governed by and construed in accordance with the laws of Canada and the applicable laws of the province or territory in which the customer resides.

11. Important Notice About Product Delivery

Please read this section carefully before placing your order.

Studio Replica delivers its products as high-resolution 3D modeling files sent by email to the address associated with your order. We do not ship physical figurines, packages, or any tangible item. Your purchase consists of a digital 3D model file that you can use as you wish, including, for example, printing it on your own 3D printer or having it printed by a third-party printing service.

This means specifically:

  • No physical shipment. There is no package, no tracking number, no delivery address required for the final product. Your shipping or billing address is only used for billing and tax-calculation purposes.
  • Digital delivery only. The final product is sent as a digital file (typically in standard 3D-modeling formats such as STL, OBJ, or equivalent, depending on your order). The exact file format will be confirmed at the preview stage.
  • No physical returns possible. Because nothing physical is shipped to you, no physical return is ever required or possible. All refund operations described in this Policy are entirely electronic.
  • You are responsible for printing. If you wish to obtain a physical figurine from the file we deliver, you are responsible for arranging the 3D printing service yourself. Studio Replica is not responsible for the quality, cost, or outcome of any third-party 3D printing service you choose to use.
  • File usage. The file is delivered for your personal use. Re-selling, redistributing, or commercially exploiting the file is not permitted without our written consent.

By placing an order, you confirm that you understand and accept that your purchase is a digital 3D model file delivered by email, and not a physical figurine.

Thank you for choosing Studio Replica. We are committed to delivering exceptional, hand-crafted custom work and to treating every customer with fairness and respect throughout the entire process.