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 & Painted Miniatures)
This isn’t just off-the-shelf stuff. When you order our bases, terrain, or painted miniatures, you’re commissioning a piece of art.
- Handcrafted for you: The product is handcrafted and painted specifically for you after you place your order.
- Production time: Typically 2 to 3 weeks, depending on the project’s quantity and complexity.
- We keep you updated: We’ll always contact you via email after you order to confirm the exact production and delivery timeline.
- One-of-a-kind: Because each base and painted model is handmade, the amount of objects (like small stones, tufts, 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: 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.
- Tracking: We’ll always provide you with a tracking number so you can follow your package’s journey.
- 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.
Customs Duties and Import Taxes (Non-EU Deliveries)
For deliveries outside the European Union (including the UK, USA, Canada, Australia, and others), the recipient is responsible for any customs duties, import VAT, and handling fees imposed by local authorities.
- We ship on DAP (Delivered At Place) terms, which means taxes and duties are not included in the product price and are payable by the recipient upon delivery.
- Customs charges vary by country and the value of your order. We recommend checking your local customs regulations before placing a large order.
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
If you purchase a standard, non-personalized product from us (for example, a already painted miniature), you have the legal right to withdraw from the contract within 14 days of receiving your order, no questions asked.
How to withdraw:
- Inform us of your decision by sending a clear statement to contact@minisforwar.com within 14 days of receiving your order. You can use the Model Withdrawal Form from EU Directive 2011/83/EU (Annex I, Part B) or write your own statement.
- Return the product to us in its original, unopened condition within 14 days of informing us.
- Return shipping address: B.C. MINIATURES Bartosz Chrulski 7a Bitwy Białostockiej Street / 3/1 15-102 Białystok, Poland
- The cost of return shipping is covered by you, the customer.
- We’ll refund your payment (including original shipping, up to the cost of the cheapest standard shipping we offer) within 14 days of receiving the returned product.
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, painted miniatures, 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.
This exception does not limit your rights under the legal guarantee (see Section 4) or your right to file a complaint about defective goods (see Section 3).
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:
- Email us at: contact@minisforwar.com
- Include:
- Your Order Number
- A clear Description of the Issue
- 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. Depending on the issue, we offer:
- 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.
Return Shipping for Justified Complaints
If your complaint is justified and we ask you to return the defective product, we will cover the cost of return shipping. We will either provide a prepaid shipping label or reimburse your shipping costs upon receiving proof of payment.
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.
4. Legal Guarantee of Conformity (EU Consumers)
In addition to our complaint policy above, EU consumers benefit from a 2-year legal guarantee of conformity under Directive (EU) 2019/771.
If a product you receive from us is not in conformity with the contract at the time of delivery (for example, it doesn’t match the description, isn’t fit for its normal use, or doesn’t have the quality you could reasonably expect), you have the right to:
- Repair or replacement of the product, free of charge.
- Proportional price reduction or termination of the contract (full refund) if repair or replacement isn’t possible or reasonable.
To exercise your legal guarantee rights, contact us at contact@minisforwar.com with your order details and a description of the issue. This guarantee does not affect your rights under our complaint policy (Section 3) or any other applicable consumer rights.
5. Dispute Resolution
We always try to resolve any disagreement directly and quickly. If for any reason we can’t reach a satisfactory solution together, you have the right to use the European Commission’s Online Dispute Resolution (ODR) platform, established under Regulation (EU) 524/2013:
- ODR platform: https://ec.europa.eu/consumers/odr/
- Our contact email for ODR purposes: contact@minisforwar.com
The ODR platform is a free service provided by the European Commission that lets consumers and traders resolve disputes online without going to court.
Version 2.0. Last Updated: 24-04-2026
