Refund policy

Refund & Cancellation Policy

Our Promise

At OstanesKids, we craft one-of-a-kind decorative keepsakes from your treasured artwork. Because every single piece is custom-forged and uniquely made just for you, our refund policy is based entirely on the specific stage of our creation process.

1. Cancellation During Production

You can cancel your order at any point during production. The refund amount depends on how much physical and digital labor has already been completed.

Phase 1: Digital 3D Sculpting (1–3 Business Days)

  • 100% Refund: If you cancel before our artists have started your 3D sculpt.

  • 80% Refund: If you cancel after the 3D sculpt has been completed and sent to you for approval. (This 20% covers the digital design labor already undertaken).

Phase 2: Crafting & Finishing Physical production only begins after you give your final approval on the 3D sculpt.

  • 40% Refund (DIY Kit & Masterpiece): If you cancel while your figure is actively being 3D printed, sanded, and polished.

  • 30% Refund (Masterpiece Only): If you cancel while your figure is actively being hand-painted by our artists.

2. Refunds After Shipping

Because each piece is custom-made for you, and explicitly approved by you at the 3D sculpting stage.

we cannot offer refunds or accept returns for a change of mind once the item has shipped. Custom figurines cannot be resold.

3. Damaged or Incorrect Items

We take great pride in our forge and pack every item to survive the journey. If your keepsake arrives damaged, we will offer a free-of-charge replacement. The Unboxing Requirement (Crucial): To be eligible for a free replacement, you must record a video when you first open the package.

  • Why we need this: This video serves as the necessary proof for us to file a compensation claim with the shipping company.

  • The Process: Once you provide the unboxing video (starting from the sealed box) and the damage is confirmed, we will process your replacement within 24 hours.

What if I don't have a video? If the product arrives damaged and there is no unboxing video, we are unable to file a claim with the carrier. In these unfortunate cases, we cannot offer a free replacement, and a minimum production fee (40% of the original product price). will be required to remake and reship the product.

💡 Pro Tip: Please keep your phone ready when your package arrives! A simple 30-second unboxing video is your insurance policy for a perfect, free replacement.

4. Refund Processing Time

Once a refund is approved based on your production stage, it typically takes between 15 to 40 business days for the funds to appear back in your account.

Please Note: This timeframe is determined entirely by your bank's internal processing systems and is unfortunately outside of our control.

Questions?

The Forge is always open. Reach out to us anytime:

  • Email: wizard@ostaneskids.com

  • WhatsApp Support: +447586051203