Refund policy

Tinyivo Refund & Return Policy

Last updated: October 4, 2026

Every Tinyivo custom figurine, figure keychain, and pet keepsake is made to order using your photos and selected options. Except where applicable law requires otherwise, we do not accept returns or refunds simply because you change your mind.

This does not affect assistance for incorrect items, manufacturing defects, or transit damage. Nothing in this policy limits any rights you may have under applicable consumer law.

1. Cancellation & Modification

Within 2 hours of placing your order

You may request a cancellation or changes to your order free of charge. Email evanduan0901@gmail.com with your order number and requested changes.

After 2 hours

Where permitted by applicable law, customer-requested cancellations are subject to a service fee of up to 30% of the custom item's price for customization work and costs already incurred. Any deduction must reflect reasonable losses directly caused by cancellation and must not exceed the amount lawfully recoverable. The remaining amount will be refunded to your original payment method. If a 30% deduction applies, the remaining 70% will be refunded.

No cancellation fee applies where you exercise a statutory right requiring a full refund or where we cancel because we cannot fulfill your order.

Changes to photos, product options, or customization details after 2 hours depend on production progress. We will confirm whether the change is possible and disclose any additional cost before proceeding.

Shipping address changes

Please request address changes within 24 hours of placing your order. This is separate from the 2-hour customization window. We cannot change an address once the package is in transit. A requested change is confirmed only when our support team acknowledges that it has been completed.

2. Incorrect Items, Manufacturing Defects & Transit Damage

If your order arrives with an incorrect item, a major manufacturing defect, or transit damage, contact evanduan0901@gmail.com within 30 calendar days of delivery. This reporting window does not limit rights or remedies available under applicable consumer law.

Please provide:

  • Your order number.
  • A description of the issue.
  • Clear photos showing the item and the problem.
  • For transit damage, photos of the packaging and shipping label, if available.

Please report transit damage as soon as you notice it and retain the packaging while we review your claim.

How we resolve confirmed issues

For an eligible issue confirmed to be our responsibility, our usual proposed resolution is a free remake and replacement shipment, at no additional cost to you. You do not need to purchase Shipping Protection to receive assistance for these issues.

If a remake cannot resolve the confirmed issue, our support team will review an appropriate alternative with you, including a refund where applicable. Where applicable consumer law entitles you to a refund or another remedy, those rights take precedence over our usual resolution procedure.

Please contact us before returning any item. We will explain whether a return is necessary and provide instructions. For a confirmed issue that is our responsibility, we will arrange or cover reasonable required return shipping costs, subject to applicable law.

3. Situations Not Eligible for Returns or Refunds

Because each item is made to order, except where applicable law requires otherwise, we do not accept returns or refunds solely for:

  • Change of mind: No longer wanting or needing the item.
  • Customer selection errors: Choosing the wrong size, model, or customization option when we supplied the item as ordered.
  • Subjective artistic preferences: Disliking the artistic interpretation or expecting an exact photographic reproduction from a stylized figurine.
  • Normal production variations: Minor differences in color, texture, or fine details inherent to custom 3D printing.

These exclusions do not apply if we supplied the wrong item, failed to follow the agreed customization details, or produced an item with a manufacturing defect for which we are responsible under applicable law.

4. Optional Shipping Protection

Shipping Protection is an optional paid service selected at checkout. It provides additional coverage for eligible package loss, theft, and transit damage.

Approved claims receive one free remake and replacement shipment per order, at no additional charge.

If your package is missing, marked as delivered but not received, or suspected stolen, contact evanduan0901@gmail.com promptly. We will explain the applicable carrier investigation, waiting period, and supporting evidence requirements.

Please see our Shipping Protection Policy for full coverage details, claim deadlines, and exclusions.

Shipping Protection does not replace the assistance described in Section 2 or limit rights available under applicable consumer law.

5. Refund Processing

Approved refunds will be issued to your original payment method. Store credit or a coupon will only be used if you agree to it.

After we issue your refund, estimated processing times are:

  • PayPal: 3–5 business days.
  • Credit or debit cards: 5–10 business days.

These are estimates. The time it takes for funds to appear depends on your payment provider or bank. We will issue refunds within any timeframe required by applicable law.

If your refund has not appeared after the estimated period, contact us for assistance.

6. Contact & Return Instructions

Trading name: Tinyivo
Company name: AVENZO RETAIL LTD
Email: evanduan0901@gmail.com
Website: https://tinyivo.com

Company address:
Director's Office No. 157, Unit 7, Wilsons Business Park, Manchester, M40 8WN, United Kingdom

This address is provided for company identification and correspondence. Do not send returns to this address without instructions from our support team.

Contact our support team before sending any item back. If a return is required, we will provide the correct return address and instructions, including any applicable shipping arrangements.