Returns & Cancellations

Everything we make is personalised to you, which changes your cancellation rights compared to buying an off-the-shelf product. Here is exactly where you stand.

Cancelling before we start

You can cancel for a full refund any time before generation begins — usually a short window after ordering. Email hello@keyframesaga.com with your order reference and we will refund you in full if we have not started.

After generation has started

Once we have generated your character, we cannot cancel or refund the order.

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the usual 14-day right to change your mind does not apply to goods made to your specification or clearly personalised (regulation 28(1)(b)). Every item we make is generated from your own photograph and cannot be resold to anyone else, so this exemption applies to all of our physical products.

For the digital download, the right to cancel also ends once you access the file, because you agree at checkout that supply begins immediately.

We say this plainly because you deserve to know before you pay: you are buying an unseen, made-to-order item, and not liking the result is not grounds for a refund. If that is not a risk you want to take, please do not order.

If something is actually wrong

Your statutory rights are untouched by any of the above. Under the Consumer Rights Act 2015 the item must be of satisfactory quality, fit for purpose and as described. If it is not, you are entitled to a remedy — and we will provide one.

We will remake or refund, free of charge, if your order:

• arrives damaged or broken;
• has a printing or manufacturing defect — banding, smudging, misalignment, wrong colour;
• is the wrong product, wrong size or wrong finish;
• does not match how we described it on the site;
• never arrives.

How to claim

1. Email hello@keyframesaga.com within 30 days of delivery.
2. Include your order reference and photographs showing the problem.
3. We will respond within 3 working days.

If we agree there is a fault, we will remake and reship it at our cost, or refund you in full — your choice. You will not need to pay return postage, and in most cases we will not ask you to send the item back at all.

Refunds go back to your original payment method within 14 days of us agreeing to them.

What is not a fault

To be straight with you about where the line sits, these are not defects:

• The character does not look as much like you as you hoped. Likeness depends heavily on the photo you upload and is subjective.
• You wanted a different pose, outfit, background or colour scheme. The style is fixed and shown on the product page.
• Small colour variation between your screen and the printed item. Screens are backlit; print is not.
• You changed your mind.

That said — if you are unhappy, email us anyway. If we got something wrong we would rather hear about it and fix it.

Orders that never arrive

If your tracking has not updated for 10 working days, or the item has not arrived within 30 days of dispatch, tell us and we will treat it as lost and remake or refund it. We deal with the carrier, not you.