Refund policy

Last updated: September 29, 2026

This policy explains how cancellations, refunds and remakes work at MYTHUMI, a business located in Burlington, Ontario, Canada. Every MYTHUMI figurine is personalised and made to order from the photo or reference, style and instructions you give us. If anything here is unclear, please email official@mythumi.com before you order.

The short version

You can cancel for a full refund until work on your order starts.
We can't accept change-of-mind returns, because each piece is made only for you.
If your figurine arrives damaged, defective or wrong, tell us within 14 days of delivery and choose a free remake or a refund.

Personalised items and change of mind

Each figurine is made from what you upload and type, for your order alone, so we can't resell it. For that reason, we don't offer returns, exchanges or refunds if you change your mind, pick the wrong size, or no longer want the piece once it has been made. Before you order, please check your preview, size, finish, base and any name or text.

All our current products are personalised. If we add ready-made items, we'll update this policy to cover them.

Cancelling your order

You approve your design preview in the creator before you order. Our artists then refine the digital 3D model from that preview, and we print it. Work can begin soon after checkout, so contact us as early as you can.

Before work starts: you can cancel for a full refund, including any shipping and taxes you paid. Email us your order number and we'll confirm whether it has been cancelled.
After work starts: we can no longer cancel or refund the order, because the work and materials are specific to you. If you spot a mistake, such as a misspelled name, contact us straight away and we'll tell you whether a change is still possible.

This doesn't affect any right the law gives you to cancel, for example after a significant delivery delay.

If we cancel your order

Occasionally we can't make an order, for example if the photo can't be used or a request can't be produced. If that happens, we'll tell you why and refund everything you paid. If an item or option was shown at the wrong price, we'll contact you before making your figurine, and you can pay the correct price or cancel for a full refund. Our Terms of service explain when we may decline an order.

Your design preview and what to expect

Design previews are AI-generated and approximate. They show the style, pose and overall look we'll work from, but the finished print can differ from the preview in likeness, colour and detail. Product images on our site are AI-generated illustrations of each style, not pictures of your piece. By placing your order, you accept your approved preview as the basis for your figurine.

What we don't treat as a defect

Small differences in likeness, expression, proportions or colour shade compared with the preview or your photo.
Very fine details, such as thin strands of hair, tiny text or jewellery, being simplified, especially at smaller sizes.
Anything that was already in the preview you approved, or a typo in text you entered.

What we do treat as a defect

If the finished piece is clearly different from what you approved and ordered, that's our mistake. For example:

A different style, pose or subject from your approved preview.
A person, pet or major feature from the preview is missing.
Colours that are plainly wrong, such as a blue outfit printed red.
The wrong size, finish or base, or a name printed differently from what you typed.

Styles you describe in the instructions box

For some styles, you pick the closest style in the creator and describe the look you want in the instructions box. Your preview may not fully show that look, and our artists interpret your description when they refine the model. If we can't reasonably follow an important instruction, we'll contact you before printing so you can go ahead with your approved preview or cancel for a full refund. A reasonable difference in interpretation isn't a defect, but if your instructions were clearly not followed, we'll treat it as our mistake.

Damaged, defective or wrong items

Each piece is inspected before it ships, but if something still goes wrong, we want to fix it. Please email us within 14 days of delivery with:

your order number;
clear photos of the figurine showing the problem, from more than one angle;
photos of the outer box, the inner packaging and the shipping label.

Please keep the figurine and packaging until your claim is settled.

Once we've reviewed your photos, you can choose a free remake of your approved design, shipped at no cost, or a refund of what you paid for the affected item. If a remake isn't possible, we'll refund you. If you'd rather keep a piece with a minor flaw, ask us about a partial refund.

Do you need to send it back? Usually not; photos are enough. If we need the item back, we'll ask first, send instructions and pay for the return shipping. Please don't mail anything to us without contacting us first.

This doesn't cover damage that happens after delivery, such as from a drop. If more than 14 days have passed, please still get in touch: we'll look at each case fairly, and this deadline doesn't reduce your legal rights.

Lost, undelivered or returned parcels

We currently ship within Canada only. Other destinations may be added later, and checkout shows where we can deliver. Our Shipping policy explains how and when to report a parcel that is late, missing or marked as delivered but not received.

If the carrier confirms your parcel is lost, or it isn't found after the carrier's investigation, you can choose a free remake, shipped at no cost, or a full refund of the order, including shipping.
If a parcel comes back to us because the address was incorrect or incomplete, or it was refused or not collected, we'll email you to arrange delivery again, and a new shipping charge may apply. Because the piece was made for you, it isn't refunded just because it came back, unless the problem was our mistake.

How refunds are issued

Refunds go to your original payment method.
Our prices are in Canadian dollars, and refunds are made in the currency you were charged at checkout. If your card uses another currency, your bank's exchange rate or fees may change the amount you see.
A refund covers what you paid for the refunded item, including its tax and any add-ons for it. Shipping is also refunded when a whole order is cancelled before work starts, or refunded because of our mistake.
We aim to issue approved refunds within 5 business days. Your bank or card provider may take a few more business days to show it.

Your legal rights

Nothing in this policy limits any rights you have under applicable consumer protection law, including Ontario's Consumer Protection Act, 2002, or any law that replaces it. If this policy and the law differ, the law applies. Our Terms of service set out the other terms for your order, and our Privacy policy explains how we handle your personal information.