Miniature Heroes

Refund and Returns Policy

We aim to follow, and try to exceed, Distance Selling Regulations (DSR’s).

The important thing, though, is communication!  If you need to return an item, simply contact us via our contact form. We’ll notify you via e-mail of your refund once we’ve received and processed the returned item. If you don’t have an account, simply email us and we can solve it from there!

Faulty Items

Sometimes miniatures may appear broken when in fact they just require assembly. Sometimes they do break or are mis-cast by the manufacturer. If you think this is the case, please contact me at info@miniature-heroes.co.uk and if possible send a picture of the defective item.

I understand that sometimes you will have opened the packaging of an item prior to finding out it is broken. If the item is genuinely defective I will still refund you. This does not apply to items that are originally sold as Spares or Repair from the Miniature-Heroes shop.

Orders not Received

Once an order has been shipped, we have little to no control over it. If you select a tracked service, then the tracking number will be attached to your invoice, and you will have exactly the same information that I do about there your order might be. Please allow 3 weeks from the date of dispatch before informing us that your order is missing. If after this time it still hasn’t arrived, I will refund you via the method you originally paid, in full. That included the postage costs.

Unwanted Items

We are happy to accept back returns of unwanted items within 14 days of receipt.  Return post is at your cost and should be by trackable means.

Unwanted items must be returned in the same condition in which they were sent out, including any original packaging. Refunds will be made to the same payment method used to pay when the order was placed.

Our refund and returns policy is 14 days from the date of delivery. If 14 days have passed since your purchase, we can’t offer you a full refund or exchange.

Please quote your order number in all correspondence with Miniature-Heroes.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. Your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {info@miniature-heroes.co.uk}.

Shipping returns

To return your product, you should mail your product to the address provided to you in our emails.

You will be responsible for paying for your own shipping costs for returning your item if you are returning non defective items.. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at info@miniature-heroes.co.uk for questions related to refunds and returns.