Returns and Exchanges Policy

We strive to provide our customers with high-quality products. However, if you have any concerns, we offer a clear refund and exchange process.

Conditions for Requesting a Refund

To be eligible for a refund request, the customer must:

  1. Inspect the item upon receipt at the post office to rule out damage caused by the carrier.
  2. Submit the request within 14 days of receiving the item.

Refund Request Requirements

To process a refund request, the customer must provide:

  1. The reason for the return.
  2. Photos of the item from all sides (at least 4 images) showing all details of the miniature.
  3. Additional photos if needed for clarification.

Possible Refund Resolutions

After reviewing the request, one of the following decisions may be made:

  1. Refund Denied:

    • The item has severe damage caused by the customer.
    • The request was submitted after the deadline.

  2. Partial Refund (up to 50%) while keeping the miniature:

    • The order was delayed.
    • The quality does not match the stated description.

  3. Full Refund (100%) with return of the item to the seller:

    • The item is in proper condition.
    • The refund is issued via cash-on-delivery upon return through the post office.

Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective or if you receive the wrong item so we can evaluate the issue and provide a resolution. Photographic evidence is required in all cases.

Non-Returnable Items

Certain items cannot be returned, including custom-made miniatures and painting commissions (such as special orders or personalized items). If you have questions about your specific case, please contact us. Items damaged during delivery are not covered by this policy.

Unfortunately, we cannot accept returns on gift cards.

Exchanges

The fastest way to receive the item you want is to return the existing item. Once the return is accepted, you can place a new order.

Refund Processing

We will notify you once we have received and inspected your return. If approved, your refund will be processed within 10 business days using the original payment method. Please note that it may take additional time for your bank or credit card provider to complete the transaction.

If more than 15 business days have passed since your return was approved and you haven’t received a refund, please contact us at doublehitshop@gmail.com.