General Terms and Conditions of Sale

Last updated: 02/11/2026

1. Identification of the Seller

These general terms and conditions of sale (the “Terms”) govern purchases of products through www.handcraftedheroes.it (the “Website”) between:

MUSHA MURRON ENTERPRISE
Sole proprietorship
Registered office: Strada di Follettino, 58 – 00063 Campagnano di Roma (RM) – Italy
VAT number: IT17826021002 – Italian tax code: IAIMLB93H56A468U
Email: support@handcrafted-heroes.com

(the “Seller”)

and any natural or legal person purchasing through the Website (the “Customer”).

2. Scope

These Terms apply to all distance sales of products concluded through the Website with both:

  • Consumers (natural persons acting for purposes unrelated to their business or professional activity);
  • Business customers / resellers (persons purchasing for professional or resale purposes and providing a VAT number).

In the event of a conflict, the following prevail:

  • mandatory rules applicable to Consumers;
  • any special terms agreed in writing with Business Customers or for specific promotional campaigns.

3. Language and Applicable Law

The sales contract may be concluded in Italian or English, depending on the version of the Website used by the Customer.

Without prejudice to any protections for Consumers residing in other Member States, these Terms are governed, interpreted and performed in accordance with Italian law.

4. Definitions

For the purposes of these Terms:

  • Website: the e-commerce platform available at www.handcraftedheroes.it, operated using WooCommerce (Hostinger hosting).
  • Customer: a person purchasing through the Website, whether a Consumer or Business Customer.
  • Consumer: a natural person purchasing for purposes unrelated to their business or professional activity.
  • Products: all physical goods offered for sale on the Website (miniatures, boxes, accessories, bundles, handmade products, preorders, etc.).
  • Handmade products: products made or finished by hand, including hand-painted products.
  • Personalised products: products made to the Customer’s specific requests (e.g. commissioned painting or bespoke 3D sculptures).
  • Preorder products: products not yet available when ordered but available to order in advance, with an estimated availability date/period stated.
  • Bundles: combinations of products sold as one package, normally at a promotional price.

5. Purchase Requirements

To place an order on the Website, Customers represent and warrant that they:

  • are of legal age under the law of their country of residence or, if minors, act with the consent and under the responsibility of a parent or guardian;
  • have legal capacity and authority to represent a legal entity when purchasing on its behalf;
  • provide truthful, complete information and keep it up to date.

Fraudulent or unauthorised use of payment methods will be pursued before the competent authorities.

6. Product Characteristics

The essential characteristics of Products are described on the relevant product pages on the Website.

Customers must carefully check this information before placing an order.

6.1 Handmade Products and Minor Differences

Many Products (particularly miniatures and hand-painted components) are handmade. This may result in:

  • slight differences from Website images in colour, tone, finish and details;
  • minor variations between individual examples of the same model.

Where these variations do not affect functionality and do not constitute manufacturing defects, they are not a lack of conformity but form part of the typical characteristics of handmade products.

7. Product Availability

Product availability is stated on the relevant product page.

However, as stock may be updated in real time, actual availability may differ from that shown online.

If an ordered product subsequently becomes unavailable, the Seller will:

  • promptly inform the Customer;
  • where possible, propose an alternative product or deferred delivery;
  • or refund amounts already paid by the Customer for unavailable products.

The Seller cannot be held liable for subsequent unavailability other than for refunding any amounts already paid.

8. Purchase Procedure and Conclusion of the Contract

  1. Customers select the desired Products and add them to the cart.
  2. The cart and checkout page summarise Products, quantities, prices, any shipping charges and other costs.
  3. Before placing the order, Customers may change or correct the details entered.
  4. To complete the order, Customers must enter the required information (identity details, shipping address, any billing address and payment method) and accept these Terms and the Privacy Policy.
  5. The order is sent to the Seller through the Customer’s final confirmation.

The contract is concluded when the Customer receives an order confirmation at the email address provided, containing a summary of the purchase.

The order confirmation includes:

  • the Seller’s details;
  • essential Product characteristics;
  • the total price;
  • shipping charges and any other costs;
  • payment methods;
  • information on the right of withdrawal (where applicable).

9. Seller’s Right to Refuse or Cancel Orders

The Seller reserves the right to refuse or cancel an order, informing the Customer, in circumstances including:

  • incomplete or obviously incorrect billing or shipping details;
  • suspected fraudulent use of the payment method;
  • subsequent product unavailability;
  • breach of these Terms or improper use of the Website;
  • orders from Customers who have acted seriously improperly or abusively in previous commercial dealings.

In such cases, if payment has already been made, the Seller will issue a full refund of amounts paid by the Customer.

10. Prices, Taxes and Invoicing

Product prices are expressed in Euro (€) and are inclusive of VAT, unless expressly stated otherwise.

Any shipping charges, customs duties for non-EU shipments and other additional costs are stated at checkout before the order is confirmed.

At the Customer’s request, the Seller may issue an invoice:

  • all required details must therefore be provided (Italian tax code, VAT number, full address and any SDI code or certified email address (PEC)).

Invoice request deadline

Where an invoice is not automatically required by law, it must be requested during checkout, before confirming and submitting the order, by selecting the invoice request option and providing complete and correct billing details. For Italian business customers, please provide your VAT number and either a recipient code (SDI) or a certified email address (PEC).

Invoice requests received after the order has been submitted cannot be accepted, except where applicable law requires otherwise. This deadline applies to requests for an invoice and does not affect any mandatory invoicing obligations or the Customer’s statutory rights.

11. Payment Methods

The Website accepts the following payment methods:

  • PayPal
  • WooCommerce Payments (for card payments)
  • Klarna (where available)
  • Satispay
  • Apple Pay / Google Pay (through enabled PSPs)

Complete payment card details are not stored by the Seller but are managed directly by the selected payment service providers (PSPs) under their respective security standards.

Any strong customer authentication procedures (SCA, 3D Secure) are performed by the payment service provider.

12. Preorder Products and Production Times

For products marked as preorders:

  • the estimated availability date/period is stated on the product page;
  • these times are indicative and may change for reasons beyond the Seller’s control.

Payment for preorders is immediate, when the order is confirmed.

12.1 Production Times for Handmade and Personalised Products

  • Products available in stock: indicative preparation time 1 day
  • Handmade products made to order (e.g. hand painting or special finishes): average production time 1 week per order.
  • Personalised products: generally 1 week, unless otherwise stated on the product page or during ordering.

The delivery periods communicated are indicative and do not constitute essential contractual deadlines unless otherwise agreed in writing.

13. Shipping, Delivery and Transfer of Risk

Shipping methods, areas served, charges and delivery times are governed by the dedicated page “Shipping Rates and Conditions”, incorporated by reference and forming an integral part of these Terms.

In summary:

  • Country of dispatch: Italy;
  • Areas served: Italy, EU countries and certain non-EU countries (as shown at checkout);
  • Carriers: Poste Italiane, SDA, DHL, UPS;
  • Indicative charges: Italy: free shipping; EU: €10; non-EU: €15;
  • All shipments are tracked;
  • Partial shipments: normally not made, unless otherwise agreed.

The risk of loss or damage to Products transfers to the Customer:

  • when the Customer or a designated third party other than the carrier takes physical possession of the Products.

For shipments to non-EU destinations, any customs duties, import VAT and additional costs are payable by the Customer, according to the detailed policies on the shipping page.

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.

14. Right of Withdrawal, Returns and Refunds

For detailed rules on the right of withdrawal, conditions for returns and procedures for refunds, please refer to the dedicated “Refund, Return and Withdrawal Policy” page, which forms an integral part of these Terms.

In brief:

  • Consumers may exercise the right of withdrawal within 14 days of delivery, subject to statutory exceptions;
  • notice is given through the form on the Website;
  • return costs are generally payable by the Customer;
  • refunds are issued within 1 week of receipt of returned goods, using the same payment method;
  • bundles may normally only be returned as a complete set.

15. Defective Products and Statutory Guarantee

The Seller is liable for any lack of conformity existing when Products are delivered, in accordance with applicable law.

For defective, non-conforming or damaged Products:

  • Customers must contact the Seller through the form or by email immediately upon delivery, providing photographs and a description of the problem;
  • the Seller will assess the case and, where due, propose repair, replacement, a price reduction or a refund as required by law.

Consumers retain the statutory guarantee applicable to consumer goods.

16. Personalised Products

For Personalised Products (commissioned painting, sculptures to specifications or other personalisation):

  • Customers must provide clear and detailed instructions;
  • the Seller undertakes to make the product reasonably faithful to the agreed specifications, subject to the technical and artistic limitations communicated.

Any minor deviations from drafts, supplied references or images are normal in artistic work and do not in themselves constitute a lack of conformity.

As at the date of writing, the Seller does not apply an automatic exclusion of the right of withdrawal for personalised products but reserves the right to assess any reduction in value resulting from use or damage attributable to the Customer.

17. Intellectual Property

All intellectual property rights relating to:

  • Products,
  • Website content,
  • the “Handcrafted Heroes” and “Musha Miniatures” trademarks,
  • miniatures, 3D models, illustrations, texts, settings and original rules,
    are governed by the page “Copyright and Intellectual Property”, incorporated here in full by reference.

Purchasing a Product does not in any way transfer to the Customer intellectual property rights in its content, except within the limits of the personal, non-commercial use licence granted.

18. Prohibited Uses of the Website

The Website and related services must not be used to:

  • pursue unlawful or fraudulent purposes or harm the Seller or third parties;
  • attempt to breach, test or alter the security of the Website or associated systems;
  • upload, transmit or disseminate unlawful, defamatory or offensive content or content infringing others’ rights;
  • overload or compromise technical infrastructure.

The Seller reserves the right to suspend or restrict Website access for users who breach these Terms or engage in clearly abusive conduct.

19. Limitations of Liability

Subject to the Consumer’s mandatory rights and liabilities that cannot legally be excluded or limited, and to the extent permitted by applicable law, the Seller:

  • is not liable for delivery delays due to causes not attributable to it (e.g. strikes, weather events, logistical congestion or customs checks);
  • is not liable for indirect or consequential damage resulting from use of Products (e.g. loss of opportunity or expectations of winning in a game);
  • is not liable for improper use of Products or use contrary to warnings (e.g. damage to miniatures from incorrect handling or unintended use).

In all cases, limitations of liability do not affect the statutory guarantee or the Consumer’s rights under applicable law.

20. Force Majeure

The Seller is not liable for non-performance or delayed performance of contractual obligations due to force majeure (e.g. natural disasters, wars, terrorist acts, interruptions to transport or energy services, pandemics, measures imposed by authorities, general or sector strikes or widespread network failures).

In such cases, performance is suspended for the duration of the force majeure event.

21. Complaints and Dispute Resolution

Complaints may be sent to:

  • Email: support@handcrafted-heroes.com

The Seller undertakes to respond within 48 working hours of receiving the complaint.

Customers are invited, where possible, to seek an amicable solution and contact the Seller directly before initiating legal proceedings.

Any participation in alternative dispute resolution procedures (ADR or mediation) will be announced on the Website or communicated by the Seller on request.

22. Applicable Law and Jurisdiction

These Terms are governed by Italian law.

For any dispute concerning the interpretation, performance or validity of these Terms and/or contracts concluded through the Website:

  • if the Customer is a Consumer residing in an EU Member State, the right to bring proceedings before the courts of the Consumer’s place of residence or domicile is preserved, in accordance with mandatory protections under applicable law;
  • in all other cases, the courts of the place where the Seller has its registered office have exclusive jurisdiction.

23. Changes to the Terms

The Seller reserves the right to amend these Terms at any time without affecting rights already acquired by Customers in relation to orders concluded before the amendment.

The new Terms apply to orders placed after their publication on the Website.

24. Severability

If one or more provisions of these Terms are held invalid, void or ineffective, this does not invalidate the remaining provisions, which remain fully effective.

25. Contact Details

For information, clarification or support, Customers may contact the Seller using:

  • Email: support@handcrafted-heroes.com
  • Postal address: Strada di Follettino, 58 – 00063 Campagnano di Roma (RM) – Italy