Refund policy

Refund & Return Policy

D&K Custom Prints specializes in custom-painted miniatures, 3D-printed resin models, detailed display pieces, articulated filament figures, and made-to-order products. Please review this policy carefully before placing an order.

Key Summary

Standard Items (Non-Custom)

  • Eligible unused standard items may be returned within 30 days of delivery.
  • The customer is responsible for all return shipping costs.
  • We do not charge restocking fees on approved returns.
  • Items must be unused, unmodified, and in original condition.
  • Written pre-approval is required before any return is accepted.

Custom, Painted & Made-to-Order Items

  • Custom-painted models, personalized items, and made-to-order products are final sale once production begins.
  • Returns, exchanges, cancellations, or refunds are not available for buyer’s remorse, incorrect size selection, or change of mind.
  • Exceptions apply only for verified shop errors or approved transit damage.

Damage or Error Claims Any claims for damaged items, missing parts, or fulfillment errors must be reported within 24 hours of carrier delivery.

Nothing in this policy limits or waives any statutory consumer rights that cannot legally be excluded under applicable law.

1. General Return & Refund Guidelines

Eligible, unused standard items may be returned within 30 days of delivery.

For custom-printed, custom-painted, personalized, or made-to-order products, D&K Custom Prints does not offer returns, exchanges, cancellations, or refunds for buyer’s remorse, incorrect size selections, or changes of mind once production or painting has started.

Exceptions for custom or made-to-order items apply only in these cases:

  • Verified shop errors (incorrect item, missing critical components, severe printing/curing failures, or wrong color/variant)
  • Approved transit damage

For confirmed shop errors, we may provide replacement parts, a replacement item, store credit, or a monetary refund at our discretion.

2. Reporting Damaged or Incorrect Orders

If your package arrives damaged, incomplete, or with a manufacturing defect, you must report the issue within 24 hours of carrier-confirmed delivery.

Please email info@dandkcustomprints.com with:

  1. Your order number and full name
  2. Clear photos of the overall item and the specific damage or error
  3. Photos of all damaged or missing parts
  4. Photos of the internal packing materials
  5. Photos of the outer shipping box from multiple angles
  6. A photo of the shipping label

Important: Keep all original packaging and the outer box until your claim is resolved. Discarding packaging may result in denial of the claim.

3. Exclusions & Non-Refundable Items

Refunds, free replacements, or returns will not be granted for:

  • Buyer’s remorse or selection errors on custom items
  • Custom, painted, personalized, or made-to-order products (once production has started)
  • Normal characteristics of 3D printing or hand painting (minor layer lines, light support marks, small cleanup nubs, or slight color variations)
  • Damage caused after delivery (rough handling, dropping, forced joints, water, heat, pets, children, etc.)
  • Customer modifications (sanding, cutting, gluing, priming, repainting, or altering the item)
  • Models intentionally shipped in separate pieces for protection during transit

4. Return Process & Shipping Charges

Do not send any items back without receiving explicit written approval from D&K Custom Prints. Unauthorized returns will be refused or disposed of without a refund.

For approved returns:

  • The item must be unused, unmodified, unbroken, and securely packaged in its original condition
  • The customer is responsible for all return shipping costs
  • Original shipping charges are non-refundable
  • We do not charge restocking fees on approved returns

5. Refused Shipments & Undeliverable Packages

Refusing delivery, failing to pick up a package, providing an incorrect address, or causing a package to be returned to sender does not qualify for a refund.

  • The buyer is responsible for all return shipping costs, carrier surcharges, and related fees
  • If you request reshipment of an undeliverable order, all return fees and new outbound shipping charges must be paid in full first

6. International Orders & Customs Duties

For orders shipped outside the United States:

  • Import duties, VAT, and clearance fees are the sole responsibility of the recipient and are non-refundable
  • Packages refused due to unpaid customs duties do not qualify for a refund
  • International shipping costs (outbound and return) are non-refundable

7. Refund Disbursement

Once an authorized return is received, inspected, and approved, monetary refunds are issued to the original payment method within 10 business days. Payment processors may take additional time to post the refund. If you have not received your refund after 15 business days from our confirmation email, please contact us at info@dandkcustomprints.com.

8. Consumer Protections

Nothing in this policy excludes, restricts, or modifies any statutory consumer rights that cannot legally be disclaimed under applicable law.