If the item is delivered faulty or damaged in any way please contact us immediately by logging into your account, scrolling down to the MY TICKETS section and clicking into it. There, you will be given the option to "Open A New Ticket". Please then chose from the drop down menu and create your ticket.
On receipt of your ticket, we will contact you to assess the nature of the problem. We will ask you to take photographs/video of the damage and send them to us.
We will only deal with damaged items that are reported to us within 30 days of receipt. The timestamp of your claim will be based on the date we receive a photo/video of your authentication card beside the damaged product.
Please do not throw away any damaged items or parts as we will be unable to deal with your claim without supporting evidence.
We manufacture spare parts and assemblies for each item and reserve the right to send replacement parts or alternatively replace the entire item at our sole discretion.
We are not responsible for any damage or defects to items bought from a third party. Any issues of this nature should be directed to the supplying party.
If no parts or replacements are available we will offer a refund up to but not exceeding the price of the item excluding shipping costs.
If we choose to completely replace the item, it is the customer's responsibility to destroy the damaged item and provide photographic/video evidence of its destruction within 5 working days of our agreement to replace or refund. Once we receive this evidence we will ship the replacement or process a refund.
RESIN STATUE PAINT VARIATIONS:
Our resin statues are handmade and hand finished. As a result, each piece will have small paint variations, including small blemishes. This is part of owning a unique collectible.
Please contact customer service if you feel your statue deviates from an acceptable tolerance. Our team will review your case and come back with options should they deem it deviates from our standard tolerance level.