Return & Exchange Policy

Customised Products

DearmoGift products are personally customised. Each product is made based on the customer’s photos, scan data, size selection, style choice, and personal requirements.

Because each product is made specifically for one customer, we generally do not accept returns, exchanges, or refunds for change of mind once production has started.

This includes situations where the customer:

1. Changes their mind after placing the order
2. Chooses the wrong size, style, or product type
3. No longer needs the product
4. Does not like the confirmed design direction after production has started
5. Provides photos that limit the final result

Before Production Starts

If production has not started yet, please contact us as soon as possible.

We will check the order status and try our best to assist with changes to photos, size, style, pose, or other custom details. Extra fees may apply if the new request increases the complexity of the product.

After Production Starts

Once the order has entered the modelling, printing, finishing, packaging, or shipping preparation stage, cancellation or refund is generally not available.

If changes are still possible, additional fees may apply depending on the work already completed and the complexity of the new request.

Photo Quality and Final Result

Our products are made based on the photos or scan data provided by the customer.

The final result may be affected by photo clarity, photo angle, lighting, facial visibility, pet fur details, model size, printing material, and the production process.

We will do our best to preserve the key features, overall expression, and memorial value of the person or pet. However, custom 3D printed products cannot be guaranteed to look exactly the same as the real person, pet, or photo.

Colour and Printing Details

DearmoGift uses full-colour 3D printing. The colour is printed directly into the model during the production process, rather than being painted by hand afterwards.

Please note that photo lighting, screen display, printing material, model size, and finishing may affect the final colour. Slight colour differences, reduced detail on smaller sizes, and minor surface texture from the 3D printing process are generally not considered quality issues.

Damaged or Faulty Products

If your product arrives damaged or has a clear quality issue, please contact us as soon as possible with your order details and clear photos.

We will review the situation and may offer a repair, remake, partial refund, exchange, or another suitable solution depending on the issue.

Please do not throw away the product or packaging before contacting us, as we may need photos or further information to assess the issue.

What Is Not Considered a Quality Issue

The following situations are generally not considered quality issues:

1. Slight colour differences from photos or screen images
2. Reduced detail due to small product size
3. Limitations caused by blurry, filtered, low-resolution, limited-angle, or covered photos
4. Minor surface texture from the 3D printing process
5. Reasonable differences between a 3D model and a real person or pet
6. Style differences in cartoon-style or Q-version products
7. Damage caused after delivery by dropping, pressing, water exposure, sunlight exposure, or improper handling

Australian Consumer Law

This policy does not limit your rights under the Australian Consumer Law.

If a product has a major fault or does not meet applicable consumer guarantees, you may be entitled to a remedy under Australian Consumer Law.