Refund policy

Return & Refund Policy

Thank you for supporting The Resin Den. Because all of our miniatures, terrain pieces, and resin models are individually manufactured from raw materials only after an order is placed, our policy reflects the bespoke, on-demand nature of our workshop.

Please read our policy carefully before placing an order.

1. On-Demand Manufacturing & Custom Prints (Change of Mind)

All products available on our store are physically printed-to-order. Because these items do not exist in a pre-manufactured inventory and are custom-fabricated specifically to fulfill your order, they are classified as bespoke goods made to the consumer’s specifications under the UK Consumer Contracts Regulations.

No Change-of-Mind Returns: We do not accept returns, exchanges, or refunds if you simply change your mind, buy the wrong scale, or decide you no longer want the items after purchasing. All sales of on-demand printed items are final.
Order Cancellations: If you need to cancel an order, you must contact us immediately at Support@theresinden.co.uk. If your order has not yet entered our digital slicer or physical printing queue, we will gladly issue a full refund. However, once the physical manufacturing and 3D printing process has commenced, the order cannot be cancelled, altered, or refunded.

2. Damaged, Defective, or Incorrect Items

While we cannot accept change-of-mind returns on custom prints, we fully guarantee the physical quality of our work. Your statutory rights under the UK Consumer Rights Act are fully protected if an item arrives faulty or broken.

Reporting a Problem: Please inspect your order upon receipt and contact us within 24 hours of delivery at Support@theresinden.co.uk.
Required Evidence: Please include your order number and clear photographic or video evidence showing the printing defect, breakages, or the condition of the shipping box. This allows us to verify the fault and file an insurance claim with our postal courier.
Our Resolution: For any validly defective or transit-damaged models, we will—at our discretion and expense—either print and ship a free replacement or issue a full refund for the affected item.

3. Digital Downloads (STL Files)

If you are purchasing digital STL files or digital assets, these are completely non-refundable. In accordance with UK distance selling laws, your right to cancel a digital purchase is waived the moment the download link is generated, emailed, or accessed.

4. Return Shipping

In the rare event that we request a faulty or incorrect item to be returned to our workshop for quality inspection:

We will provide a prepaid UK shipping label or fully reimburse your return postage costs.
Please do not post items back to our workshop without contacting customer support and receiving written approval first.

5. Refund Processing Time

Where a refund is approved and issued (for cancelled queues or damaged items), it will be automatically applied to your original method of payment. Valid refunds are processed on our end within 14 days. Please note that your bank or credit card provider may take a few additional working days to clear the funds back into your account.

Contact Us

If you have any questions about model scales, sizing options, or component loadouts before you buy, please don't hesitate to reach out. We are always happy to help you get the exact right specifications for your project!