Refund policy

Every ColdGear figure is hand-sculpted and hand-painted specifically from your photo — because of this, our return policy works a bit differently than standard retail.

Custom Figures Since each figure is built from your uploaded photo and personalized with a name, rank, and branch plaque, custom orders are final sale once production has begun. Please double-check your photo, spelling, and details carefully before submitting.

Before Production Begins You may cancel or edit your order within 24 hours of purchase, before sculpting begins, for a full refund.

Defects & Damage If your figure arrives damaged in transit, with a paint defect, or with incorrect engraved details (name/rank/branch), contact us within 7 days of delivery with photos. We will send a free replacement or issue a full refund — your choice.

Likeness Revisions If you're not satisfied with how the initial 3D likeness preview looks, you may request reasonable revisions before final production — see our design approval process for details.

How to Start a Return Email us at [support@coldgearcus.com] with your order number and photos of the issue. We'll respond within 1–2 business days with next steps.

Refund Timing Approved refunds are processed within 5–7 business days to your original payment method.