Refund policy

This policy outlines your rights and our procedures for returns and exchanges.

1. Australian Consumer Law (Mandatory Guarantee)

This policy is in addition to your rights under the Australian Consumer Law (ACL). The ACL provides guarantees that cannot be excluded. Our products come with guarantees that they will be of acceptable quality, fit for purpose, and match the description.

You are entitled to a refund or replacement for a major failure (e.g., the product is unsafe, faulty, or does not match the description).

 

2. Returns for Damaged or Defective Items

If your miniature arrives damaged or is found to be defective, please contact us immediately so we can resolve the issue.

Significant Damage: If a product arrives damaged beyond repair (a major fault), you are entitled to a choice of either a free replacement or a full product refund (excluding the original shipping cost).

• Procedure: Please email us photos of the damage. Upon receipt, we will confirm the return and cover the return shipping costs for major damage/faults.

Minor Damage Clause: Please note that minor damage (such as small supports requiring clean-up, minor warping that can be corrected with a brief dip in hot water, or very small component breakages that can be easily fixed with super glue) is typical of resin 3D printing and is not covered by this replacement or refund policy. These issues are generally considered acceptable quality for the hobby.

 

3. Change of Mind / Voluntary Exchange Policy

We understand that sometimes a product isn't quite what you expected. We offer a voluntary exchange policy under the following conditions:

Condition	Details
Timeframe	You must notify us and initiate the return within 30 days of receiving your product.
Eligibility	The miniature must be returned undamaged, unpainted, unprimed, and unassembled (in the condition it was sent).
Remedy	You may request an exchange for another product of equal or lesser value.
Refund Option	If you prefer a refund over an exchange, you will receive a full product refund (excluding the original shipping costs).
Return Shipping	The customer is responsible for all costs associated with shipping the product back to us for a change-of-mind return or exchange.

 

4. How to Initiate a Return or Exchange

1. Contact Us: Use our contact form and include your Order Number and the reason for the return/exchange.
   
   
2. Confirmation: We will review your request and provide you with return instructions and the shipping address. Please wait for our confirmation before sending any items back.
   
   
3. Shipping: Package the item securely. For change-of-mind returns, you must cover the shipping cost. For major faults, we will provide a pre-paid label or reimburse you.
   
   
4. Processing: Once the item is received and inspected, your exchange will be shipped, or your refund will be processed within 10 business days.