Refund policy

Every Xeyala figure is made to order and personalised to the skin you choose, so please read this before you buy.

Made-to-order and personalised items

Because each figure is custom made and personalised to your character, it is exempt from the standard 14-day right to cancel that applies to off-the-shelf goods (Consumer Contracts Regulations 2013). This means we cannot offer refunds or exchanges simply because you have changed your mind once we have started making your figure.

Please double-check your username, chosen skin and size before you order, as these drive a one-off print that we cannot resell.

Cancelling before we start

If you need to cancel, contact us at hello@daymoon.co.uk as soon as possible. If we have not yet started production (typically within 24 hours of your order), we will cancel and refund you in full. Once production has begun, the order can no longer be cancelled.

Faulty, damaged or not as described

Your statutory rights are unaffected. If your figure arrives faulty, damaged in transit, or materially different from what you ordered, you are entitled to a repair, replacement or refund under the Consumer Rights Act 2015. Please email hello@daymoon.co.uk within 14 days of delivery with your order number and clear photos of the issue, and we will put it right at no cost to you.

Wrong details supplied by you

If a figure is made correctly to the details you provided but those details were wrong (for example a misspelled username or the wrong skin), this is not a fault on our side. We will always try to help and may offer a discounted remake at our discretion, but we are not able to refund in this case.

How refunds are issued

Approved refunds are made to your original payment method within 5 to 10 business days. We will let you know by email once it has been processed.

Contact

Day Moon
39 The Metro Centre, Tolpits Lane, Watford, Hertfordshire, England, WD18 9SB
hello@daymoon.co.uk