Refund & Return Policy
Each statue is made and painted with care. Here’s what to expect if an order doesn’t go as planned.
THE SHORT VERSION
All sales are final. Returns, cancellations, and refunds are not offered for a change of mind or artistic preference. Exceptions apply where required by law or for verified shop errors.
- Report damaged, missing, or incorrect items within 30 days of delivery.
- Keep the item, box, and all packing materials until the issue is resolved.
- Contact us before returning anything. Unapproved returns may be refused.
- Custom work and artist deposits become non-refundable once work begins, except where required by law.
- Custom design concerns must be confirmed directly with the independent artist before design approval.
- Customer-supplied kits are accepted subject to inspection; paint on moving joints can wear with use.
1. Final Sales & Refund Eligibility
Dungeon Master Minis sells hand-painted resin collectibles and custom commissions. Orders are final sale and are not eligible for cancellation, return, exchange, or refund because of a change of mind, buyer’s remorse, or artistic preference, except as required by applicable law.
When a verified Dungeon Master Minis error occurs—such as shipment of the wrong item, missing required components, a significant production defect, or damage caused by inadequate packaging—we will review an appropriate remedy. Depending on the circumstances and applicable law, this may include replacement parts, repair, replacement, store credit (with your agreement), or a refund.
2. Damaged, Missing, or Incorrect Orders
Contact info@dmminisus.com within 30 days of delivery if your order arrives damaged, incomplete, or incorrect. Include your order number and clear photos of the item, affected components, interior packaging, outer shipping box, and shipping label.
Keep the original box and all packing materials until the claim is resolved. Discarding them may prevent us or the carrier from verifying transit damage and can affect the remedies available, subject to applicable law. Reporting within 30 days helps us investigate promptly and does not remove any rights that the law provides beyond that period.
3. Handmade Artwork & Exclusions
Hand-painted pieces naturally vary. Minor differences in color, finish, or brushwork are not defects. We do not cover damage caused after delivery by improper handling, assembly, storage, modification, or attempted repair. This section does not exclude remedies required by law for defective or misdescribed goods.
4. Custom Designs & Independent Artist Communication
Custom STL sculpting and file cuts are provided by an independent artist, whom you pay directly. You must communicate with the artist through Instagram or Discord to review references, specify must-have details, request revisions, and approve the final design. Design decisions, omissions, or misunderstandings arising from your direct discussions with the artist must be raised with the artist before approval.
Dungeon Master Minis coordinates introductions and may separately provide print preparation, supports, printing, and painting. We are not responsible for independently negotiated design instructions or details omitted or approved in the artist–customer process, except to the extent responsibility cannot legally be excluded or the issue was caused by our own actions. Problems with printing, paintwork, or other services performed by Dungeon Master Minis remain subject to this policy and applicable law.
Custom work is non-refundable once work begins. Payments made to Dungeon Master Minis for custom preparation, printing, or painting are non-refundable once work on your piece has started, including if you cancel or change your mind. Any design deposit paid directly to the independent artist is also non-refundable once the artist begins work, regardless of the reason for cancellation. The artist handles their own payments and deposit agreements directly with you. These restrictions do not remove any refunds or other remedies required by applicable law, including for services not performed with reasonable care or as agreed.
Design, printing, and painting are separately priced. See the Custom STL Design page for the process and licensing terms.
5. Customer-Supplied Models & Articulated Parts
Shipping and completeness: If you send us a model, kit, or collectible to paint, you are responsible for packing it securely, checking that all parts are included, and arranging suitable shipping coverage. We are not responsible for missing components or loss or damage that occurs during shipping to our studio, except where caused by our actions or where otherwise required by law. Please document the contents before sending them.
Pre-existing issues: Customer-supplied items may have poor fitment, brittle or warped materials, manufacturing defects, weak joints, or hidden flaws. These are not defects in our painting service. We may pause work and contact you if an issue is found; additional repairs, replacement parts, or preparation will require your approval and may incur additional charges. We are not responsible for defects or failures inherent to the supplied item, but remain responsible for damage caused by our own workmanship.
Articulated models: Moving joints and contact points create friction. Even properly applied paint may chip, scratch, rub off, or wear when articulated, assembled, or repeatedly handled. Normal friction wear at these points is not a paintwork defect and cannot be guaranteed against. This does not exclude responsibility for improper application or other workmanship issues caused by Dungeon Master Minis, or any rights provided by law.
6. Return Authorization
Contact us and obtain written authorization before shipping an item back. Unauthorized returns may be refused or returned to the sender. If we authorize a return, we’ll provide the next steps and address.
7. Refused & Undeliverable Shipments
Refusing delivery, failing to collect a parcel, or providing an incorrect address does not automatically entitle a customer to a refund. Where permitted by law, the customer is responsible for carrier return charges, storage, address correction, and reshipment costs caused by the refusal or delivery failure.
We may require payment of applicable charges before reshipping a returned parcel. Any mandatory refund, delivery, or consumer rights under applicable law still apply.
8. Approved Refunds
When a refund is approved, we aim to issue it to the original payment method within 10 business days after any necessary review or inspection. Your bank or payment provider may need additional processing time.
If more than 15 business days have passed since we confirmed issuing the refund, email info@dmminisus.com.