Refund & Return Policy

• Damaged or defective on arrival? Tell us within 14 days of delivery and we'll send a free replacement.
• Don't love the AI preview? Don't approve it. You see the preview before paying. Once you approve and pay, the design is locked.
• Want to cancel? Free until your AI preview is generated. After that, production has started and we can't cancel.
• We replace before we refund. A full refund is only issued if a replacement also isn't possible.

Chibily figurines are personalized to a specific customer's photo, modeled by hand, and 3D-printed in small batches. They have no resale value to anyone but you, which means we can't accept "changed my mind" returns the way a t-shirt store can. In exchange, we put real care into the parts of the process where things can go wrong — and we stand behind those parts.

We'll accept a defect claim and remake your figurine free of charge if any of the following apply:

• The figurine arrives broken, cracked, melted, or visibly damaged in transit.
• The print quality has clear defects (stringing across the face, incomplete layers, sections that didn't print, paint defects on premium packaging).
• The figurine you received doesn't match the AI preview you approved.
• Your order arrives with a wrong figurine in the box (mix-up on our end).
• The package is missing items listed on the order confirmation.

To keep the policy honest with you and Stripe, here's what we can't honor:

• You don't like how the AI preview turned out. You approve the 2D preview before paying. The figurine is built from that preview. If the style or likeness isn't what you wanted, the time to say so is at the preview step — that's why it's there.
• Differences in pose, color or expression after approval. 3D modelling and printing introduce small interpretive choices (lighting, paint saturation, hand position). These aren't defects.
• You provided a low-quality, blurry or poorly lit photo. We'll warn you at upload. If you proceed anyway and the result reflects the source photo, that's not a defect.
• Damage caused by you after delivery. Drops, falls, paint scratches once it's in your hands.

Within 14 calendar days of delivery (we use the courier's delivery date):

1. Email support@chibily.com with your order number.
2. Attach 2–4 clear photos of the issue (full figurine, close-up of the defect, packaging if it was damaged in shipping).
3. We'll review within 1 business day and confirm next steps. Most claims are approved on first reply.

You don't need to ship the original back. Reverse logistics on a small figurine aren't worth the cost or carbon — keep it, recycle it, or give it as a gift to a kid you don't like.

When we accept a defect claim, our default remedy is a free remake. We'll re-print using the same approved preview, ship at our cost, and you keep the original. Most customers prefer this — a working figurine plus a spare.

A full refund is offered when a remake isn't possible (the source photo no longer works, your account has been deleted, we're unable to reproduce the same likeness in a remake, or any other operational reason). Refunds go back to the original payment method via Stripe within 5–10 business days after we initiate them.

Partial refunds may be offered case-by-case for issues that don't justify a full remake (minor cosmetic flaw you're willing to live with, late shipping by our fault, etc.).

You can cancel for any reason — with a full refund — up until the point where the AI preview is generated. After that, production has started and your order can't be cancelled.

• Before AI generation runs: cancel anytime via your account for a full refund.
• After AI generation, before payment: the order isn't paid yet — just don't complete checkout. Your draft expires automatically.
• After payment: production starts immediately. Cancellation is no longer possible. The 14-day defect-claim window kicks in once your figurine is delivered.

Lost or stuck-in-transit packages are handled differently than defects. See our Shipping Policy for how we track, what counts as "lost", and when we ship a replacement at our cost.

This policy describes the remedies we offer voluntarily. Nothing here limits any rights you have under UAE Federal Law No. 15 of 2020 on Consumer Protection or other applicable consumer-protection law in your jurisdiction.

Email support@chibily.com or use the form on our Contact page.