Refund policy

RETURNS & REFUND POLICY

Last updated: 10 August 2026

At Shadow Tier Figures, our products are individually 3D-printed resin model kits intended for adult hobbyists and proficient modellers.

We want you to be happy with your purchase. This policy explains your rights and our process for returns, cancellations, refunds and products that arrive damaged or defective.

Nothing in this policy affects your statutory rights under UK consumer law.

1. CANCELLING AN ONLINE ORDER

If you are a UK consumer purchasing goods online, you generally have the right to cancel your order without giving a reason.

For eligible purchases, you normally have 14 days from the day after you receive the goods to notify us that you wish to cancel.

After notifying us, you generally have a further 14 days to return the goods.

To exercise your cancellation right, please contact us at:

shadowtierfigures@gmail.com

Please include your order number and clearly state that you wish to cancel your order.

2. RETURNING AN ORDER

If you cancel an eligible order, please return the product to us within the applicable statutory period.

The product should be returned in a condition that allows us to assess it appropriately.

You are entitled to handle the goods to the extent necessary to establish their nature, characteristics and functionality, as you would reasonably be able to do in a shop.

However, if you handle the goods beyond what is reasonably necessary and this reduces their value, we may be entitled to make a deduction from your refund to reflect that reduction, where permitted by law.

Model kits should therefore not be:

Assembled.
Glued.
Cut or modified.
Sanded.
Filled.
Primed.
Painted.
Weathered.
Otherwise altered.

This does not affect your statutory rights if the product is faulty, defective or not as described.

3. RETURN POSTAGE

If you cancel an order under your statutory cancellation rights because you have simply changed your mind, you are generally responsible for the cost of returning the goods to us.

We recommend using an appropriate tracked service and retaining proof of postage.

If a product is faulty, defective, damaged on arrival or incorrectly supplied, please contact us before returning it so that we can provide appropriate instructions.

4. REFUNDS

Where you are legally entitled to a refund following cancellation, we will refund the applicable amount within the timeframe required by law.

For a standard cancellation, this will normally include the original standard delivery charge.

If you selected a more expensive delivery service than the least expensive standard delivery option we offer, we are generally not required to refund the additional cost.

Refunds will normally be made using the original payment method.

We may delay the refund until we have received the returned goods or you have provided evidence that they have been returned, whichever occurs first, where permitted by law.

5. DAMAGED PRODUCTS

Our products contain delicate resin components and are carefully inspected and packaged before dispatch.

If your order arrives damaged, please contact us as soon as reasonably possible.

Please provide:

Your order number.
Photographs of the outer packaging.
Photographs of the internal packaging.
Clear photographs of the damaged components.
A description of the damage.

Please retain the original packaging until the matter has been resolved, as it may be required for a carrier investigation.

We will assess the damage and, where appropriate, provide a replacement component, replacement product, repair solution, refund or other appropriate remedy.

6. FAULTY OR DEFECTIVE PRODUCTS

If a product is faulty, defective or does not match its description, you may have additional rights under UK consumer law.

Please contact us as soon as possible after identifying the problem.

A product will not normally be considered defective simply because it requires normal preparation associated with a 3D-printed resin model kit, such as:

Sanding.
Filling.
Removing support marks.
Cleaning up minor print artefacts.
Joining components.
Painting.

Likewise, breakage caused by excessive force, incorrect assembly, unsuitable adhesives, modification or improper handling will not normally constitute a manufacturing defect.

This does not affect your statutory rights.

7. MISSING COMPONENTS

If you believe that a component is missing from your kit, please contact us promptly.

Please provide photographs of the contents you received and, where possible, the packaging.

We will investigate and, where appropriate, arrange for the missing component to be supplied.

8. MADE-TO-ORDER PRODUCTS

Some Shadow Tier Figures products may be produced specifically following an individual order.

Where applicable, the product listing will identify that the item is made to order or subject to a production period.

The fact that a product is made to order does not, by itself, remove statutory consumer cancellation rights where those rights apply.

However, certain personalised or genuinely bespoke products may fall under statutory exceptions to the normal cancellation rights.

9. CUSTOM OR PERSONALISED PRODUCTS

Where you have specifically requested a product to be personalised or produced to your unique specifications, cancellation rights may differ where permitted by applicable law.

This does not affect your rights where the product is faulty, defective or not as described.

10. PRODUCTS THAT HAVE BEEN MODIFIED

We cannot normally accept a return as a faulty product where the issue has been caused by customer modification or preparation.

This includes damage resulting from:

Cutting.
Drilling.
Sanding.
Filing.
Gluing.
Pinning.
Heating.
Re-sculpting.
Painting.
Use of unsuitable chemicals or solvents.

This does not affect your statutory rights where the underlying product was already defective.

11. EXCHANGES

We do not routinely offer direct exchanges for unwanted products.

Where a product is faulty, damaged or incorrectly supplied, we will work with you to provide an appropriate remedy in accordance with your statutory rights.

12. INTERNATIONAL RETURNS

Customers outside the UK should contact us before returning an order.

International returns may involve additional postage, customs or import requirements.

Where a customer is exercising a change-of-mind cancellation right, the customer will normally be responsible for the cost of returning the product unless otherwise required by law.