Refund, Return and Withdrawal Policy

Last updated: 26 October 2026

1. Introduction and scope

This policy governs:

  • the right of withdrawal available to consumers under distance contracts;
  • the conditions for returning products purchased on www.handcraftedheroes.it;
  • the procedures for refunds;
  • the handling of defective, damaged or non-conforming products;
  • the specific rules for handcrafted, personalised and hand-painted products, bundles and preorders.

It applies to online sales between:

  • the seller MUSHA MURRON ENTERPRISE, operating under the brand “Handcrafted Heroes by Musha Miniatures” (also referred to as the “Seller”),
  • and the customer who purchases products through the Website (the “Customer” or, where a natural person acting for purposes outside their professional activity, the “Consumer”).

Nothing in this policy is intended to limit the Consumer’s mandatory rights under applicable law.

2. Product types and their relevance to returns and withdrawal

The following may be purchased on the Website:

  1. Physical products available from stock, e.g. physical boxes containing rulebooks, maps, dice, tokens, miniatures, accessories and other components; non-personalised miniatures ready for dispatch.
  2. Handcrafted products made to order, e.g. hand-painted miniatures; handcrafted products requiring approximately one week of preparation per order.
  3. Personalised products, e.g. miniature painting to agreed specifications and/or colours; 3D sculptures and other customisations made on request.
  4. Preorder products: products not yet physically available, with an estimated availability date/period stated on the product page; payment is taken immediately when the order is placed.
  5. Bundles/kits: combinations of several physical products sold as a single promotional package.

At present, downloadable digital content (PDFs, STL files, audio, etc.) is not sold. If such products are introduced, this policy will need to be updated to include the specific legal provisions applicable to them.

3. Right of withdrawal (Consumers)

3.1 Who may exercise the right of withdrawal

The right of withdrawal applies exclusively to Customers who qualify as Consumers, meaning natural persons acting for purposes outside any business, commercial, craft or professional activity they may carry out.

For purchases made by business Customers / resellers (invoiced to a VAT number), the consumer right of withdrawal does not apply unless expressly agreed otherwise in writing.

3.2 Withdrawal period

The Consumer has the right to withdraw from the contract, without giving a reason and without penalty, within 14 (fourteen) days:

  • from the date on which the Consumer, or a third party designated by the Consumer other than the carrier, takes physical possession of the product;
  • where several products are ordered in a single order and delivered separately, from the date physical possession is acquired of the last product.

4. Exceptions and limitations to the right of withdrawal

4.1 Personalised products and products made on request

personalised products (e.g. miniatures painted to the Customer’s specific requirements, commissioned 3D sculptures or other substantial modifications requested) may fall within the statutory exceptions to the right of withdrawal for goods made to the consumer’s specifications or clearly personalised.

However, as of the date this policy was prepared, the Seller does not apply any automatic exclusion from withdrawal for the following categories:

  • personalised/made-to-measure products: NO automatic exclusion declared;
  • commission-painted miniatures: NO automatic exclusion declared.

This means that, at present, the Consumer may submit a withdrawal request for these products as well. The Seller reserves the right to assess on a case-by-case basis any diminished value of the goods caused by handling beyond what is necessary to establish their nature, characteristics and functioning, and to deduct that diminished value from the refund where legally permitted and adequately justified and documented.

Any future changes introducing specific exceptions for personalised products will be clearly highlighted on the product pages and in this policy.

4.2 Other exceptions

As of the date this policy was prepared:

  • no sales are made of digital content;
  • there are no categories of sealed products for which breaking the seal excludes withdrawal, unless otherwise indicated in future.

If such cases are introduced, they will be specifically identified on the individual product pages and in this policy, in compliance with applicable law.

5. How to exercise the right of withdrawal

5.1 Notice of withdrawal

To exercise the right of withdrawal within the 14-day period, the Consumer must send an explicit notice to the Seller before the withdrawal period expires, preferably using the dedicated form on the Website in the section indicated for returns/withdrawals.

The notice must include at least:

  • the Consumer’s first and last name;
  • the email address used for the order;
  • the order number;
  • the products for which the right of withdrawal is being exercised;
  • the date the products were received.

The Consumer may use any explicit statement of withdrawal, provided it is clear and sent within the statutory time limits.

5.2 Assignment of a return number (RMA)

Upon receiving the withdrawal request, the Seller will:

  • acknowledge receipt of the notice;
  • assign a return number (RMA) which must be stated on the parcel and/or transport documentation;
  • provide practical instructions for returning the product(s).

The absence of an RMA code may cause delays in processing the refund, but does not affect the validity of a right of withdrawal exercised within the time limits.

5.3 Deadline for returning the product

Once the right of withdrawal has been exercised, the Consumer must send the products back to the following address without undue delay and in any event within 14 (fourteen) days of the date on which they communicated their withdrawal:

Returns address:
Maria Alberta Iaia – Musha Murron Enterprise
Strada di Follettino, 58
00063 Campagnano di Roma (RM) – Italy
Email: support@handcrafted-heroes.com
Tel.: +39 339 834 8986

The deadline is met if the Consumer sends the goods back before the 14-day period expires.

6. Condition of returned products

To qualify for a full refund, products must be returned:

  • intact and complete in all their parts;
  • with all accessories and components included in the original package (e.g. dice, maps, miniatures, inserts, rulebooks, etc.);
  • in the original packaging, if still available, or in other packaging suitable for protecting them during transport;
  • without excessive wear, handling or damage attributable to the Customer.

For orders containing promotional bundles/kits, returns must in principle cover the entire bundle:

  • partial returns of individual bundle components are not permitted, unless the Seller indicates otherwise in writing.

The Customer is responsible only for the diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

The Seller may deduct an amount appropriate to that diminished value from the refund, informing the Customer and providing adequate documentation (e.g. photographs of the damage and a detailed description).

7. Return costs

Unless otherwise agreed in writing, the direct costs of returning the goods are borne exclusively by the Customer/Consumer.

The Customer is responsible for choosing the carrier or shipping service used for the return. We recommend:

  • using a tracked service;
  • keeping the receipt and tracking number until the Seller confirms receipt of the return.

8. Refund timing and methods

Once the return has been received and the condition of the products checked, the Seller will issue the refunds without undue delay and in any event within 1 (one) week of physically receiving the returned goods.

The refund:

  • will be made using the same payment method used by the Customer for the initial transaction, unless the Customer has expressly agreed otherwise;
  • will include any applicable product price and, where applicable, the standard initial shipping costs paid (subject to specific exceptions permitted by law);
  • may be reduced proportionately where the goods have diminished in value, as described in section 6.

The Seller may withhold the refund until the goods have been received or until the Customer has supplied evidence of having sent them back, whichever is earlier.

9. Defective, damaged or non-conforming products

Regardless of the right of withdrawal, the Customer is entitled to delivery of products that conform to the contract.

Protective packaging and delicate miniatures

We pack our products carefully using shock-absorbing protective materials to reduce movement and impacts during transport. Miniatures are delicate, especially thin or projecting parts, so please unpack them gently and avoid pulling on these details.

Despite these precautions, a small glued component may occasionally detach during transport. A clean detachment can sometimes be repaired by reattaching the part with a suitable adhesive. Please contact us before attempting a repair: we can assess the issue and, if you wish, provide guidance. You are not required to repair the item yourself or accept a damaged or non-conforming product.

9.1 Delivery checks and reporting damage

When your order arrives, please check the condition of the parcel. If the packaging shows visible damage, ask the courier to record it at delivery, describing the damage in the delivery reservation.

If you find damaged components, contact us promptly with your order number and, where available, photographs of the outer parcel, internal packaging and affected products. Keep the packaging and damaged components so that we can carry out checks and, where appropriate, handle a claim with the courier.

A video of the parcel being opened may be useful, but it is not required. The absence of a video, photographs or a delivery reservation does not automatically result in the loss of your statutory rights.

We will handle your report and provide any remedies due under applicable law. Your statutory guarantee and consumer rights remain unaffected.

Contact us using the Website contact form or by email at support@handcrafted-heroes.com. These instructions also apply to missing or incorrect components.

9.2 Statutory guarantee of conformity

For physical products, the statutory guarantee of conformity remains applicable and is handled through:

  • the form on the Website;
  • the support email address: support@handcrafted-heroes.com.

The Seller undertakes to respond to requests within a reasonable time and to handle any repairs/replacements/refunds in accordance with applicable law.

Fragility, protective packaging and the possibility of an easy repair do not exclude damage from assessment or limit the statutory guarantee of conformity. Where the law requires it, repair or replacement will be provided free of charge, within a reasonable time and without significant inconvenience; a price reduction or refund remains available where the statutory conditions are met. Assistance is not conditional on a courier claim being accepted. Any suggested self-repair is voluntary and does not replace the remedies to which you are legally entitled.

10. Handcrafted products and hand-painted miniatures

Many products offered by the Seller are handcrafted and/or hand-painted. This means that:

  • there may be slight differences in colour and finish between the item photographed on the Website and the item actually delivered;
  • each piece may be unique or slightly different from others, even within the same model or collection.

These differences are regarded as typical characteristics of handcrafted production and do not constitute a lack of conformity, unless they are substantial deviations or differ from what could reasonably be expected and is described on the product page.

In the event of a dispute, the Seller will assess on a case-by-case basis whether the difference constitutes a defect or simply a variation resulting from handcrafted production.

11. Preorders and order cancellation

For preorder products:

  • the estimated availability date or period is stated on the product page;
  • timing may change for reasons beyond the Seller’s control (e.g. production or logistical delays).

Payment for preorder products is taken immediately when the order is placed.

11.1 Cancelling a preorder

The Customer/Consumer may request cancellation of a preorder:

  • before dispatch, by exercising the right of withdrawal within the time limits and using the procedures described above;
  • or, in any event, in accordance with any conditions communicated by the Seller in relation to specific preorder campaigns.

Where an order includes both preorder products and products already available, the Seller’s general rule is not to make partial shipments; the entire order will therefore be dispatched when all products are available, unless otherwise agreed in writing between the parties.

12. Orders containing bundles, promotions and discounts

For orders containing promotional bundles, kits or combinations of products sold at an overall discounted price, the following rules apply:

  • returns are normally accepted only for the entire bundle, rather than individual components;
  • the withdrawal request must identify the bundle as the unit purchased;
  • specific promotional campaigns (e.g. “buy X get Y”) may provide particular return conditions, which will be clearly highlighted in the relevant offer.

13. Summary of the main cases

  • Right of withdrawal (Consumers): 14 days from delivery; notice through the Website form; return costs borne by the Customer; refund within one week of receipt of the return.
  • Personalised products / commission-painted miniatures: no automatic exclusion from withdrawal at present; diminished value assessed in the event of excessive use or damage.
  • Bundles: returns generally cover the entire bundle only.
  • Damaged or non-conforming products: contact us promptly, providing photographs where available; statutory rights remain unaffected.
  • Statutory guarantee: support through email/the Website form.