Refund & Return Policy

1. Return Eligibility

Dungeon Master Minis offers a 90-day return policy on eligible non-custom, unpainted catalog items only.

To qualify for a standard return, the item must be unused, unpainted, unmodified, complete, and returned in the same condition received. Items must be securely packed for return transit.

All returns require prior written authorization. Customers must contact Dungeon Master Minis at info@dmminisus.com before shipping any return.

Unauthorized returns may be refused, returned to sender, delayed, or deemed ineligible for refund.

2. Return Condition Requirements

Returned items must arrive in the same condition in which they were received. Items that are damaged, painted, primed, glued, sanded, assembled, modified, incomplete, contaminated, or poorly packed may be denied a refund in whole or in part.

Dungeon Master Minis ships items using protective materials intended to reduce shipping damage. If a return is packed improperly and arrives damaged, the return may be disqualified from refund eligibility.

If you are unsure how to safely repack an item, contact us before shipping it back.

3. Custom Products & Commissions

Custom products and commissions are final sale once production begins.

Custom products include, but are not limited to, fully painted commissions, custom paint schemes, custom STL modifications, custom resizing, custom kitbashes, custom bases, special-order items, bespoke design work, modified files, customer-specific production requests, and any product manufactured, altered, or prepared according to customer-specific instructions.

Because custom products require individualized labor, materials, scheduling, artistic services, file preparation, production time, and customer-specific work, they are not eligible for return, exchange, cancellation, or refund once production has begun, except where required by applicable law or where Dungeon Master Minis verifies a shop error.

4. Painted Commissions

Fully painted commissions are custom artistic works and are governed by the separate Fully Painted Commission Terms & Conditions in addition to this policy.

Painted commissions may be canceled before entering production. Once a painted commission enters production, the order becomes non-refundable, non-cancelable, and final sale.

Once painting, priming, sealing, finishing, or related artistic work has begun, no cancellations, returns, refunds, or exchanges will be accepted due to buyer’s remorse, timeline expectations, artistic preference, color preference, failure to review the paint queue, or failure to read product terms.

5. Standard Catalog Order Cancellations

Standard, non-custom catalog products may be canceled before production begins for a full refund.

Once production has begun, including but not limited to 3D printing, material preparation, washing, curing, support removal, post-processing, inspection, packing preparation, or other manufacturing work, cancellation requests for standard catalog products are subject to a 20% non-refundable production recovery fee.

This fee represents a reasonable estimate of production costs already incurred, including raw materials, machine time, labor, equipment wear, production scheduling, and administrative costs allocated to the customer’s order.

The remaining eligible balance, if any, will be refunded to the original payment method after review and processing.

6. Raw Resin Garage Kit Notice

Dungeon Master Minis specializes in raw, unassembled DIY resin garage kits and hobby products. By purchasing, the customer acknowledges that these products are unfinished hobby items intended for customers with a baseline level of modeling, assembly, cleanup, and finishing skill.

Normal characteristics of raw resin 3D printed products do not constitute defects, damage, or shop errors. These characteristics may include visible support marks, dimples, minor cleanup nubs, minor surface lines, minor print layer transitions, sanding requirements, multipart seams, fitment adjustments, separated glue points or joints from shipping vibration, small gaps, minor warping correctable through standard hobby techniques, and other finishing work customary to resin garage kits.

Customers should expect to perform standard hobby preparation, including sanding, trimming, clipping, washing, fitting, pinning, filling, gluing, priming, and surface preparation where appropriate.

Requests for refunds, returns, replacements, or chargebacks based solely on expected raw resin garage kit characteristics will be denied unless Dungeon Master Minis verifies a significant manufacturing defect or shop error.

7. Assembly & Fragility Notice

Many products are resin hobby items, garage kits, miniatures, model kits, or collectible components that may include small, thin, delicate, or fragile parts.

Some components may shift, loosen, or detach during transit due to normal shipping vibrations. Detached but fully intact components do not constitute damage, defect, nonconformity, or shop error.

To reduce breakage risk, certain components may be intentionally packed unassembled, separated, or secured individually. This is a standard production and shipping precaution and does not affect item completeness.

Customers are responsible for attaching loose, intact, or intentionally unassembled parts using suitable hobby adhesive.

8. Shipping Damage Claims

If your order arrives damaged during transit, notify Dungeon Master Minis within 30 days of delivery at info@dmminisus.com.

Carrier transit damage is outside of Dungeon Master Minis’ direct physical control once the package has been handed to the carrier; however, we will work with the customer and carrier to pursue an appropriate repair, replacement, or insurance claim where applicable.

To allow Dungeon Master Minis to verify the issue and assist with a carrier insurance claim, the recipient must provide:

• Proof of purchase.
• Clear photos of the damaged item or components.
• Clear photos of all internal packing material.
• Clear photos of the external shipping box from all sides.
• Any additional documentation reasonably requested by the carrier or Dungeon Master Minis.

All packaging materials must be retained until the claim is fully resolved. Premature disposal of the product, internal packing, or shipping box may prevent verification and may result in denial of repair, replacement, refund, or insurance claim assistance.

9. Damaged, Defective, or Incorrect Items

All damage, defect, missing component, incorrect item, or manufacturing issue reports must be submitted within 30 days of delivery.

Reports submitted after 30 days may be presumed not attributable to manufacturing, packing, or delivery conditions and may be denied due to the possibility of post-delivery handling, storage conditions, assembly damage, accidental breakage, modification, painting, priming, gluing, sanding, or customer use.

The method of resolution is determined by Dungeon Master Minis after review. Possible remedies may include repair guidance, replacement parts, partial replacement, full replacement, return for inspection, store credit, or refund where appropriate.

If an item is deemed unrepairable or materially defective due to a verified shop error, Dungeon Master Minis may offer a full refund or replacement at its discretion. Return of the defective product may be required before any refund or replacement is issued.

10. Verified Shop Errors

If an order has a verified shop-related error, Dungeon Master Minis will provide an appropriate remedy, taking the customer’s preference into consideration where practical.

Qualifying shop errors may include:

• Wrong item received.
• Missing model components.
• Major 3D printing failures, such as severe warping, major layer shifting, or non-functional parts.
• Severe primer issues, including bubbling, tackiness, or heavy pooling, where primer service was purchased.
• Improper resin curing or post-processing that causes structural deformation.

For verified shop errors, Dungeon Master Minis may cover return shipping where return of the item is required.

11. Returns Not Due to Shop Error

If a return or cancellation is requested for reasons not involving a verified shop error, including buyer’s remorse, ordering the wrong item, misunderstanding scale, misunderstanding product type, failing to read listing dimensions, failing to review descriptions, failing to understand that an item is unpainted, or changing personal preference, the customer is responsible for return shipping and all return-related costs.

Dungeon Master Minis does not provide prepaid return labels for buyer’s remorse returns. If a shipping label is provided at the customer’s request, the actual commercial cost of that label may be deducted from the final refund balance.

This applies even if free shipping or discounted shipping was selected at checkout.

12. Package Refusals & Return-to-Sender Shipments

Refusing delivery of a package, failing to accept delivery, failing to retrieve a package, or marking a shipment “Return to Sender” does not constitute an authorized return, cancellation, or refund request.

Customers seeking a return or cancellation must first contact Dungeon Master Minis and obtain written approval in accordance with this policy.

When a package is refused, abandoned, undeliverable, or returned to sender without prior authorization, any return shipping charges, carrier fees, return-to-sender fees, reshipment costs, storage fees, and other expenses incurred by Dungeon Master Minis may be deducted from any eligible refund.

If the order is not otherwise eligible for return under this policy, the customer remains responsible for all applicable return, reshipment, production, and handling costs before the package can be shipped again.

Packages refused after production has begun remain subject to all applicable cancellation terms, production recovery fees, final sale terms, and return restrictions outlined in this policy.

Dungeon Master Minis reserves the right to deny refunds for unauthorized package refusals where the costs incurred equal or exceed the refundable balance of the order.

13. Digital Downloads

All digital products, including PDFs, STL files, VTT assets, tokens, maps, digital adventures, digital bundles, and downloadable content, are final sale and non-refundable once delivered, accessed, downloaded, or made available to the customer.

For bundles containing both physical items and digital downloads, the digital portion remains non-refundable. If a physical return is approved, the current retail value of any delivered digital assets may be deducted from the final refund balance.

14. European Union & United Kingdom Right of Withdrawal

Where applicable, eligible European Union and United Kingdom consumers may have statutory withdrawal or cancellation rights for certain online purchases.

For eligible standard, non-custom, unmodified catalog products, EU and UK consumers may request withdrawal within the legally applicable period following delivery, provided the item is unused, unpainted, unmodified, complete, and returned in the same condition received.

Customized, personalized, bespoke, customer-specific, or made-to-customer-specification products are excluded from withdrawal rights where permitted by applicable law. This includes custom paint work, custom resizes, modified STLs, custom kitbashes, custom bases, bespoke design work, special-order items, and other customer-specific modifications.

For non-error returns under EU or UK withdrawal rights, the customer is responsible for return shipping unless applicable law requires otherwise. Returned items must arrive unused, unpainted, complete, and in resalable condition to qualify for a refund.

Nothing in this policy is intended to limit any non-waivable statutory consumer rights that apply in the customer’s jurisdiction.

15. Refund Timeline

Once an authorized return is received, inspected, and approved, refunds will be issued to the original payment method within 10 business days.

Banking institutions, card issuers, and payment processors may require additional processing time before the refunded balance appears in the customer’s account.

If more than 15 business days have passed since receiving a refund approval notice, contact Dungeon Master Minis at info@dmminisus.com.

16. Return Authorization

All returns require prior written authorization from Dungeon Master Minis. Do not ship returns without approval.

Return instructions, including the appropriate return address, will be provided after the return request is reviewed and approved.

Unauthorized returns may be refused, returned to sender, delayed, or deemed ineligible for refund.

17. Policy Agreement

By completing a purchase through Dungeon Master Minis, the customer acknowledges that they have read, understood, and agreed to this Refund & Return Policy prior to checkout.

This policy may be updated or modified at any time. The version in effect at the time of purchase shall govern the transaction unless otherwise required by applicable law.