Terms of sale
1. Who you are buying from
Personalised Labs is a trading name of a sole trader based in the United Kingdom. Orders placed through personalisedlabs.co.uk are fulfilled by the same business that operates GetFigure at getfigure.co.uk, and your order is completed and paid for on that checkout. You can reach us at any time at hello@getfigure.co.uk.
2. Ordering
Adding an item to your basket is not a contract. A contract is formed only when we send you an order confirmation email. If we cannot make what you have ordered — for example the photograph you send is not usable, or the request is one we are not able to sculpt — we will tell you and refund you in full.
Prices are shown in pounds sterling and include UK VAT where it applies. We may change prices at any time, but never after your order is confirmed.
3. Made-to-order and personalised goods
Everything we sell is made to order from the photographs and details you supply. Each piece is sculpted, printed and finished by hand, so:
- Small variations in colour, finish and proportion are normal and are not faults.
- Photographs on this site are illustrative. Your piece is made from your photo and will not be identical to any example shown.
- We work from the photo you send. A blurry, dark, heavily filtered or very low-resolution photo limits how close a likeness we can achieve. We will always tell you before we start if we think a photo is not good enough.
4. Your right to cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you normally have 14 days to change your mind about something bought online. That right does not apply to goods that are made to your specification or clearly personalised, which is what almost everything we sell is.
In practice we are more generous than the law requires: if you email hello@getfigure.co.uk before we have begun sculpting, we will cancel and refund you in full, no questions asked. Once work has started we can usually still offer a partial refund — ask us.
5. Faulty, damaged or wrong items
Nothing in these terms affects your legal rights under the Consumer Rights Act 2015. If what arrives is faulty, damaged in transit, or is not what you ordered, email us within 30 days of delivery with a photo and we will remake it or refund you. We pay the return postage in those cases.
6. Approval and revisions
Where we send you a digital preview before production, please check it carefully — likeness, spelling of any engraving, and the details you asked for. We include one round of changes at no cost. Once you approve a preview we make the piece as approved, and we cannot remake it free of charge for something the preview showed.
7. Delivery
Typical production and delivery is 7–14 days from the point your photo is approved. Busy periods around Christmas, Valentine's Day and Mother's Day can add time, and we will say so on the product page when that applies.
Any customs duty and import taxes are paid by us — the price you see at checkout is the price you pay, with nothing to settle on the doorstep. Delivery timescales are estimates, not guarantees; if a parcel is genuinely lost we will remake or refund.
8. Your photographs and the rights in them
By sending us a photograph you confirm that you own it or have permission to use it, and that everyone recognisable in it is happy to be made into a figure. You give us permission to use that photograph for the sole purpose of making your order.
We will not use your photograph or the finished piece in our own marketing unless you tell us we may. We decline orders depicting anyone we believe has not consented, and orders that are hateful, sexual, or that infringe someone else's copyright, trade mark or likeness rights.
9. Liability
We do not exclude or limit our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot lawfully be excluded. Otherwise our liability to you is limited to the amount you paid for the order in question. We are not liable for losses that were not foreseeable, or for business losses.
Our pieces are decorative items for display. They are not toys and are not suitable for children under three: they can contain small parts. Please keep them away from young children and pets.
10. Gift cards, offers and codes
Discount codes are single-use unless we say otherwise, cannot be combined, and can be withdrawn at any time before an order is confirmed.
11. Changes to these terms
We may update these terms. The version that applies to your order is the version published when you placed it.
12. Law and complaints
These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction — though if you live in Scotland or Northern Ireland you may also bring proceedings there.
If something has gone wrong, please email hello@getfigure.co.uk first. We would much rather fix it than have you go anywhere else.