Our Promise: Getting Your Army to You Safely

Hey there, fellow hobbyist! We know that waiting for new models feels like an eternity. We treat every order with the care it deserves, so it gets to your tabletop safely and looks amazing.

This policy explains how we handle production, shipping, and what to do if (in the rare case) something goes wrong. We like to keep things simple and clear.

1. Production & Shipping Times

A Note on Our Handcrafted Products (Bases & Terrain):

This isn’t just off-the-shelf stuff. When you order our bases or terrain, you’re commissioning a piece of art.

• Handcrafted For You: This product is handcrafted and painted specifically for you after you place your order.
• Production Time: Production time is usually under two weeks, depending on the project’s quantity and complexity.
• We Keep You Updated: We will always contact you via email after you order to confirm the exact production and delivery date.
• One-of-a-Kind: Please note that because each base is handmade, the amount of objects (like small stones or plants) and color shades may vary slightly from the photos. This isn’t a defect – it’s what makes your set unique!

Shipping (Worldwide):

• Where We Ship: We ship our products worldwide.
• Our Couriers: We use major, trusted couriers, primarily FedEx, to ensure your package is handled professionally.
• Shipping Duration: Once your order is produced and shipped, delivery usually takes no more than 2 weeks for most locations worldwide.
• The Courier Disclaimer: Once your package leaves our studio, it’s in the hands of the courier. While they are almost always on time, international shipping can sometimes be delayed by customs or other factors beyond our control. We’ll always provide you with tracking so you can follow its journey.

2. Returns & Withdrawal Policy (The Legal Stuff)

We follow European Union consumer laws, which means the policy differs depending on the product you buy.

A) Standard “Off-the-Shelf” Products (e.g., Sealed Model Kits, Non-Custom Items)

If you purchase a standard, non-personalized product from us (like a sealed box of miniatures or painting supplies), you have the legal right to withdraw from the contract within 14 days of receiving your order, no questions asked.

• To do this, you must inform us at contact@minisforwar.com and return the product to us in its original, unopened condition.
• The cost of return shipping is typically covered by you, the customer.

B) IMPORTANT EXCEPTION: Custom-Made Products (Bases, Terrain & Commissioned Work)

This is the core of what we do, and the rules here are different.

• No Standard Withdrawal: As per EU consumer law (Directive 2011/83/EU, Art. 16(c)), the 14-day right of withdrawal does not apply to goods that are “made to the consumer’s specifications or clearly personalised.”
• What this means: Because our bases, terrain, and any commission painting services are handcrafted and painted specifically for you after you place your order, they are considered custom-made.
• Therefore, all sales of custom-made products are final and are exempt from the standard 14-day right of withdrawal. They are non-returnable and non-refundable.

3. Complaints & Defective Goods (Our Quality Guarantee)

While custom orders are non-returnable, your satisfaction and the quality of our work are our top priorities. We stand by our craftsmanship. You are always entitled to file a complaint if your package arrives damaged or the product itself is clearly defective.

A product is considered defective if it is:

• Damaged during transit.
• Clearly destroyed, poorly prepared, or incorrectly assembled.
• The wrong item (not what you ordered).
• Significantly different from the product photos (e.g., completely unpainted, missing major components – this does not include slight color shade or minor object placement variations mentioned in Section 1).

How to File a Complaint:

If you believe your product is defective or was damaged in transit, please contact us immediately:

1. Email us at: contact@minisforwar.com
2. Include: Your Order Number, a clear Description of the Issue, and Photos of the product and (if damaged in transit) the packaging.

Our Resolution Process:

We will review your complaint and respond within 7 working days with a proposed solution. Based on our review of the issue, we offer the following solutions:

• Replacement: We will create and send you a new product, free of charge.
• Full Refund: In many cases (especially if the damage is severe), we will issue a full refund without requiring you to return the defective product.
• Partial Refund: If the defect is minor, we may offer a partial refund that you can accept if you wish to keep the item as-is.

We want you to be proud to put our work on the table. If you have any problems, just talk to us – we’re here to help.