Refund policy

At FinishSnap, every product is carefully customized and made-to-order based on your personal photos and specifications. Because of the highly personalized nature of our items, all sales are final. We do not accept returns, exchanges, or provide refunds for non-quality related reasons (e.g., change of mind, incorrect photo provided by the customer, or ordering the wrong charm set color).

Damages, Defects, and Order Issues We stand behind the quality of our craftsmanship. Please inspect your order upon reception. If the item is defective, damaged in transit, or if you receive the incorrect item, please contact us immediately so we can evaluate the issue and make it right.

To report a quality issue:

  1. Contact us within 7 days of receiving your order at sarahchin1989@gmail.com.

  2. Include your order number and clear photos showing the defect or damage.

  3. If your claim is approved, we will gladly arrange for a free replacement remake or issue a refund.

Exceptions / Non-Returnable Items As stated above, all custom products (such as your personalized acrylic figures and custom trio charm sets) cannot be returned. We also do not accept returns on gift cards.

Order Cancellations & Modifications Because we begin processing your custom artwork quickly, order cancellations or modifications (such as changing the photo or lanyard color) can only be accepted before the design draft is confirmed. Once you have approved the design draft (Step 3) and production has started, the order cannot be cancelled or altered.

European Union 14-Day Cooling-Off Period Exemption Please note: While EU consumer law generally provides a 14-day right of withdrawal for online purchases, this rule explicitly does not apply to custom-made or highly personalized goods. Because your FinishSnap items are custom-produced to your specific requirements, the standard 14-day cooling-off period is exempt, and returns for "change of mind" are not permitted for shipments to the EU.

Refunds (For approved quality issues only) If a refund is approved due to a verified quality issue, we will notify you and you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your refund, please contact us at sarahchin1989@gmail.com.