Returns & Refund Policy

Last Updated: [10-01-2026]

At Customini, each customized figure is assembled according to the selections and details provided by the customer.

Because our products are personalized and made specifically for each order, we have specific policies regarding cancellations, returns, replacements, and refunds.

1. Customized Orders

Our customized minifigure keychains are made according to the customer’s selected parts, designs, colors, accessories, and other customization details.

Because customized products are prepared specifically for each customer, we generally do not accept returns or refunds simply because a customer changes their mind or no longer wants the product, subject to applicable Philippine laws.

2. Review Your Order Before Production

Customers are responsible for reviewing their selected customization options and order information before submitting their order.

This includes:

  • Hair or headwear
  • Head/face
  • Body
  • Legs
  • Accessories
  • Name customization, if selected
  • Quantity
  • Delivery information

Once your order has been confirmed and production has started, changes to your customization may no longer be possible.

If we need to contact you regarding an unavailable item or an issue with your customization, we will provide available options before proceeding whenever reasonably possible.

3. Order Cancellation

Orders may be cancelled within 3 hours of placing the order, provided that we have not yet started the design, sourcing, customization, assembly, production, or shipping process.

As our products are custom-made based on your selections, cancellations made after customization or production work has started may be subject to a 15% cancellation fee from the product subtotal. This fee covers work and materials already prepared for your order. Shipping and other applicable charges are non-refundable.

Once your order has been approved, completed, or shipped, it can no longer be cancelled.

If Customini is unable to fulfill your order or the cancellation is due to an issue on our part, no cancellation fee will be charged.

4. Damaged or Lost Items During Delivery

Before your order is handed over to the selected courier, we will provide photos or proof of the completed items for your reference.

Once the order has been handed over to the courier, Customini is not responsible for any damage, loss, or mishandling of the items caused during transit by the courier selected by the customer.

We will carefully prepare and package your order before shipment and hope it arrives safely and in good condition.

For any delivery-related concerns, customers may contact the selected courier directly for assistance or claims.

5. Defective or Incorrect Orders

If your order arrives:

  • Defective
  • Missing an item
  • With the wrong customization
  • Significantly different from the confirmed order

Please contact us as soon as possible after receiving your order.

To help us investigate the issue, please provide:

  • Order number
  • Name used for the order
  • Photos of the item received
  • Photos or video showing the issue, if applicable
  • Photos of the packaging, especially if it was damaged during delivery
  • A brief description of the problem

After reviewing the issue, Customini may provide an appropriate remedy depending on the circumstances.

6. Incorrect Customer Information

Customers are responsible for providing accurate information when placing an order.

This includes:

  • Name
  • Contact number
  • Complete delivery address
  • Pin location
  • Order selections
  • Other information required to process the order

Customini is not responsible for delays, failed deliveries, or additional delivery costs resulting from incorrect, incomplete, outdated, or inaccessible information provided by the customer.

7. Delivery Delays

Our estimated production time is generally 2–5 business days, depending on the number of figures ordered, customization requirements, and current order volume.

After production, delivery time depends on the customer’s location and the courier or delivery service used.

Delivery estimates are not guaranteed arrival dates. Delays caused by courier operations, weather, holidays, peak-season volume, or other circumstances outside Customini’s reasonable control do not automatically qualify an order for a refund.

8. Change-of-Mind Requests

Because our customized products are made specifically according to the customer’s selections, we generally cannot accept returns, exchanges, or refunds simply because:

  • You changed your mind;
  • You selected a different design after production;
  • You selected the wrong customization;
  • You no longer want the product; or
  • You expected the product to look different from the selections you submitted.

9. Fixed Characters

Fixed Characters are ready-made products and may be subject to different availability and return considerations.

If you receive a Fixed Character that is damaged, defective, or materially different from the character you ordered, please contact us with your order details and supporting photos so we can review the issue.

10. Refund Processing

If a refund is approved, Customini will provide the refund through an appropriate payment method, subject to the circumstances of the order and the payment method originally used.

The processing time may vary depending on the payment provider or financial institution.

Customini will communicate the applicable refund details once the request has been reviewed and approved.

11. Contact Us

If you have questions about a refund, return, cancellation, or order issue, please contact us through our official social media accounts or email us at customini.ph@gmail.com.