Refund Policy

1. Overview

Because we provide custom digital products made to your specifications, our refund policy differs from traditional retail. We invest significant time and expertise into each commission, and once work begins, resources are committed to your project.

This policy balances fairness to both customers and our business while maintaining quality standards.

2. Refund Eligibility by Order Stage

2.1 Before Brief Submission

Full Refund Available: If you have not yet submitted your creative brief, you may request a full refund for any reason. Contact us through live chat support.

Time Limit: Briefs must be submitted within 30 days of payment. If no brief is submitted and no refund is requested within this period, the order may be automatically cancelled without refund.

2.2 After Brief Submission, Before Work Starts

Full Refund Available: If your brief has been submitted but work has not yet begun (order status: "Paid-Awaiting-Brief"), you may still request a full refund.

Work is considered "started" once your order moves to "In Queue" status and a designer is assigned.

2.3 Work In Progress

Partial Refund Available: Once work begins, refunds are evaluated on a case-by-case basis:

• Early Stage (0-25% complete): Up to 75% refund may be available
• Mid-Development (25-75% complete): Up to 50% refund may be available
• Near Completion (75%+ complete): Generally no refund available

Percentage of completion is determined at our discretion based on modeling progress, not elapsed time.

2.4 After Delivery

No Refunds: Once files are delivered, sales are final. You have included revision tokens to address any issues with the delivered work.

3. Revision Policy

All orders include revision tokens based on complexity level:

• Basic: 1 revision token
• Detailed: 2 revision tokens
• Complex: 3 revision tokens
• Masterwork: 4 revision tokens

3.1 What Qualifies as a Revision

Revisions cover adjustments within the scope of your original brief:

• Pose adjustments or refinements
• Proportion corrections
• Detail modifications
• Minor design changes

3.2 What Is NOT Covered by Revisions

• Complete redesigns or new poses
• Addition of major new elements not in the original brief
• Changes to fundamental character design
• Technical issues with your 3D printer or printing process

3.3 Revision Timeline

Revisions must be requested within 7 days of initial file delivery. After this period, revisions may still be accommodated but may incur additional fees.

4. Cancellation by Grimdark Artifacts

We reserve the right to cancel orders and issue full refunds in cases of:

• Prohibited content in your brief (see Terms of Service)
• Technical impossibility of fulfilling your specifications
• Unresponsive customers preventing project progress
• Abusive or hostile communications
• Violation of our Terms of Service

In these cases, any work completed to date may be provided to you at our discretion, but we are not obligated to deliver partial work.

5. Non-Refundable Situations

Refunds will NOT be issued for:

• Change of mind: After work has begun and you simply no longer want the miniature
• Printing issues: Problems with your 3D printer, filament, or printing settings
• File compatibility: Issues caused by your slicer software or printer firmware
• Delayed downloads: Failure to download files within the 7-day access window
• Subjective preferences: "I don't like it" without specific, addressable issues within brief scope
• Brief inaccuracies: We delivered what you described, but you described it incorrectly

6. Quality Guarantees

We guarantee that all delivered STL files will:

• Be manifold (watertight) and 3D-printable
• Match the specifications in your approved brief
• Be delivered in standard STL format compatible with major slicers
• Include proper scaling and orientation information

If delivered files have technical defects (non-manifold geometry, corrupted files, etc.), we will fix them at no charge. This does not constitute a revision.

7. Refund Process

7.1 How to Request

To request a refund, contact us through our live chat support or email with:

• Your order number
• Reason for refund request
• Any relevant details or concerns

7.2 Processing Time

Approved refunds are processed through Lemon Squeezy within 3-5 business days. The time for funds to appear in your account depends on your payment method and financial institution (typically 5-10 business days).

7.3 Partial Refunds

For partial refunds, the refunded amount will be prorated based on work completed and may exclude Lemon Squeezy processing fees.

8. Disputes

If you believe you are entitled to a refund that has been denied, please escalate through:

1. First, discuss with our support team to clarify the issue
2. Request a formal review by management
3. If still unresolved, you may dispute the charge with Lemon Squeezy or your payment provider

We commit to good-faith resolution attempts and will provide evidence of work completed if required for dispute resolution.

9. Chargebacks

Please contact us before initiating a chargeback. Chargebacks cost us significant fees and damage our merchant standing. We are committed to fair resolutions and will work with you.

If you initiate a chargeback without first attempting to resolve the issue with us, we reserve the right to:

• Provide evidence of service delivery to your financial institution
• Terminate access to delivered files
• Ban your account from future orders

10. Changes to This Policy

We may update this refund policy periodically. The policy in effect at the time of your purchase applies to your order. Changes will not retroactively affect existing orders.

11. Contact

For refund requests or questions about this policy, contact us through our website's live chat support or email support.