Refund policy
HFX Gifts — Refund Policy
Last updated: September 14, 2026
Thank you for shopping with HFX Gifts (hfxgifts.com), based in Bedford / Halifax, Nova Scotia, Canada.
Custom & personalized items (made to order)
Most of our products are made to order and personalized for you (3D print, laser engraving, or other custom work) — including catalog size-tier figures paid in full at checkout.
- Please double-check names, initials, dates, photos, spelling, pose notes, and design details before you complete checkout or pay a deposit on a quote.
- Once production has started, personalized items are final sale. We cannot accept returns or exchanges for change of mind, spelling preference, or design preference.
- If you need a change after production has started, you must place a new order. The original order cannot be edited mid-production.
Catalog custom products (full payment at checkout)
Size-tier and other listed custom products (for example custom figures sold by height band) are paid in full at checkout. No deposit is required on those products. Catalog custom figures are multicolour PLA only (up to 4 colours as stated on the product page) — hand-paint is not included on those listings.
If you cancel before production has started, we will refund the order (less any non-refundable third-party fees we cannot recover, if any — we will tell you).
If you cancel or change your mind after production has started, the order remains final sale — no refund for change of mind (materials and machine time are already committed).
Quoted one-off custom jobs (deposits)
True one-off custom work that does not fit a catalog product may be quoted separately. Those jobs require a deposit of 25% of the quoted price before we begin. The remaining balance is due as stated on your quote.
If you cancel or change your mind after we have started production (and you do not wish to complete payment for the order): 100% of the deposit is forfeited. Materials and machine time already used cannot be fully recovered. Any unpaid balance is cancelled.
If you cancel before production has started, we will refund the deposit in full (less any non-refundable third-party fees we cannot recover, if any — we will tell you).
Hand-paint / premium finish
Hand-painted or premium hand finishes (typically about +$100 CAD) are not part of catalog size-tier figure products. They are available only on quoted one-off / Custom Orders jobs and are confirmed on your quote. Once painting or hand finishing has started, that finish fee is non-refundable.
Damaged, defective, or production errors
If your order arrives damaged, incomplete, or with a production error on our side, contact us within 15 days of delivery. Include your order number and clear photos of the issue (and packaging if shipping damage is suspected).
We will make it right with a remake, replacement, or refund, as appropriate. This does not cover damage from misuse, normal wear, or issues caused by an incorrect address or instructions you provided.
Non-personalized / stock items
If an item is clearly listed as ready-made (not customized), unused items in original condition may be eligible for return within 14 days of delivery. Contact us first for approval and return instructions. Return shipping is the customer’s responsibility unless we made an error.
Cancellations before production
Email us as soon as possible if you need to cancel. We can usually cancel and refund before production begins, subject to the rules above for catalog vs quoted jobs.
How refunds are issued
Approved refunds are returned to the original payment method within a reasonable time after we confirm eligibility. Shipping fees are only refunded when the error or damage was our responsibility.
Statutory rights
Nothing in this policy limits rights you may have under applicable Nova Scotia or Canadian consumer protection law (for example, remedies for defective goods or certain internet-sales cancellation rights when goods are not delivered as required by law).
Contact
Email: sales@hfxgiftsandprints.com
Or use our Contact page.