Refund policy

Last updated: 3 June 2026

We want every Vargrim Craftworks order to arrive as described, carefully packed and ready for the tabletop, cabinet or collection.

This policy explains how returns, refunds and cancellations work.

Nothing in this policy affects your statutory rights.

1. Ready-to-buy products

For standard ready-to-buy products purchased online, you may cancel your order within 14 days of receiving it, unless an exception applies.

After telling us you want to cancel, you then have 14 days to return the item.

Returned items must be sent back in the same condition you received them, with suitable protective packaging.

Once we receive the returned item, we will process any refund due within 14 days.

For eligible non-custom orders, you may cancel by using the model cancellation form below or by making any clear statement that you wish to cancel.

2. Custom, personalised and commission work

Custom-made, personalised or commissioned items are generally not eligible for change-of-mind returns once work has begun, unless they are faulty, not as described, or there is another legal right to a remedy.

This includes:

  • painted-to-order miniatures;
  • customer-supplied miniatures painted to your brief;
  • personalised bases, markings, heraldry or colour schemes;
  • display pieces made to your specification;
  • models sourced specially for your project;
  • repair, conversion or restoration work.

If you are unsure whether an item is custom or returnable, contact us before ordering.

3. Faulty, damaged or not-as-described items

If your order arrives faulty, damaged or materially not as described, contact us as soon as possible at [INSERT PUBLIC CUSTOMER EMAIL].

Please include:

  • your order number;
  • clear photos of the item;
  • clear photos of the packaging;
  • a description of the issue.

Depending on the situation, we may offer:

  • repair;
  • replacement where possible;
  • partial refund;
  • full refund;
  • return and refund;
  • another reasonable remedy.

4. Miniature damage in transit

Miniatures are fragile. We package them carefully, but small parts can sometimes loosen or break during delivery.

If damage occurs in transit, contact us immediately with photos of the item and packaging.

Please keep all packaging until the issue is resolved, as it may be needed for a postal claim.

5. Return postage

For change-of-mind returns on eligible standard products, you are responsible for return postage unless we agree otherwise.

For faulty, damaged or not-as-described items, we will discuss the appropriate return or remedy with you.

We recommend tracked and insured returns. You are responsible for the item until it reaches us.

6. Items that cannot be returned for change of mind

We do not usually accept change-of-mind returns for:

  • custom commissions;
  • personalised painted miniatures;
  • digital downloads once accessed or delivered;
  • gift cards;
  • items damaged after delivery;
  • items altered, repaired, repainted or modified by you;
  • items handled beyond what is reasonable to inspect them.

7. Refund method

Refunds will usually be made to the original payment method.

Processing times may vary depending on your bank, card provider, PayPal, Shopify Payments or other payment processor.

8. How to start a return

Contact:
[INSERT PUBLIC CUSTOMER EMAIL]

Please do not return items without contacting us first.

9. Model Cancellation Form

Complete and return this form only if you wish to cancel an eligible non-custom order.

To: Vargrim Craftworks
Email: [INSERT PUBLIC CUSTOMER EMAIL]
Address: [INSERT SERVICEABLE BUSINESS ADDRESS]

I hereby give notice that I cancel my contract for the purchase of the following goods:

Order number:
Ordered on:
Received on:
Customer name:
Customer address:
Customer email:
Reason for cancellation, optional:
Signed, if sending by post:
Date: