Refund policy
Almost everything we sell is 3D printed to order, one customer at a time. That shapes what we can and can't take back — and it's why replacements, not refunds, are usually the fastest way to make something right.
Cancelling an order
Because our products are printed on demand, orders can be cancelled and refunded within 4 hours of being accepted into production.
After those 4 hours your order has entered production, and we can no longer cancel it or issue a refund. At that point the resin, the printer time and the labour have already been committed to your specific order.
Replacements
If something arrives wrong, a replacement part is almost always the answer. To request one, send us:
- The name(s) of the miniature(s) that need replacing.
- Clear photos of the damaged or missing part(s).
- Missing parts.
- Broken parts.
- Severe misprints that cannot reasonably be repaired.
- Bent parts that can be easily straightened.
- Leftover support material.
- Minor support marks that will disappear under paint or can be filed away.
How the process works
Contact us and tell us why, and we'll go over the issue again. If we agree with you, we'll issue an Only-Games gift card for the value of the affected products plus 10% of the order value.
Shipping costs
If a replacement is approved because of an error on our part — a printing defect, a damaged item, a missing part — Only-Games covers the shipping cost of the replacement.
Production times
Replacement parts are printed on demand like everything else, so they're subject to our standard production times. We prioritise replacement orders wherever we can, but timings vary with our current workload and printer availability.
Refunds and returns on 3D printed products
All of our 3D printed products are made to order, so we do not accept returns or issue refunds on orders that have been dispatched and delivered. If your order arrives damaged, incomplete or with a printing defect, please use the replacement process above.
When we do refund
Refunds on 3D printed products are available in two situations:
- The replacement didn't work. If we sent a replacement and it arrived with the exact same issue, you'll receive the value of the order plus 10% as an Only-Games gift card balance.
- Excessive production delays. If your order runs more than 12 weeks past our estimated production time, you may request a refund.
It doesn't apply to orders placed during sales, promotions or other periods of exceptionally high demand, when production times are longer than usual.
It also resets once a replacement is approved. Replacements are printed on demand, so the clock runs from the date the replacement order is created, not the date of the original order. If the replacement itself is delayed by more than 12 weeks, you can then request a refund.
Kickstarter orders
Kickstarter orders are not eligible for refunds. Our replacement policy still applies in full: if a Kickstarter order arrives with missing parts, broken parts or severe printing defects that can't be repaired, request a replacement in the usual way.
Stock products
Stock products can be returned within 30 days of delivery. To be eligible, the product must be:
- Unused.
- In its original packaging.
- In excellent, resalable condition.
Once we've received and inspected the returned item we'll process your refund to your original payment method. Please contact us to start a return — items sent back without an agreed return won't be accepted.
This applies only to stock products. It does not apply to made-to-order 3D printed products.
Customs and import fees
We can't refund customs fees, as they're outside our control. You don't pay VAT at checkout, so if a customs fee is charged on an order or on a replacement, it's the buyer's responsibility to pay it.
If a parcel is returned to us because the customs fee was refused, the order is not eligible for a refund.
Digital products
Digital products are delivered electronically and are generally non-refundable once the content has been accessed or made available for download.
If you believe you're entitled to a refund, submit your request within 14 days of the purchase date. We'll normally consider requests in two circumstances:
- You were charged more than the price displayed at checkout.
- The product description or listing was materially misleading or inaccurate.
If your issue is with the quality, functionality or content of a digital product, contact our customer service team and we'll help. We review all refund requests case by case and may ask for more information.
Lost and returned parcels
Lost shipments
If your order appears to be lost in transit, contact the courier first to open an investigation. Once the courier confirms the shipment is lost, we'll replace your order free of charge and cover the shipping cost of the replacement.
Returned to sender — our error
If an order comes back to us because of a mistake on our side, we cover the cost of reshipping it.
Returned to sender — your responsibility
You'll be responsible for the reshipping cost if an order is returned because:
- The parcel wasn't collected from the pickup location.
- Customs duties, taxes or import fees weren't paid.
- An incorrect or incomplete shipping address was provided.
- You moved before dispatch without telling us.
- Delivery was refused.
Orders returned to sender are not eligible for a refund. If you still want your order, we'll reship it once the reshipping cost has been paid.
Bent models
We don't refund or replace models that have bent in transit. We pack every order as securely as we can, but once a parcel leaves us we have no control over how the postal service handles it.
The good news is that bent resin is usually easy to fix at home.
Soften it with gentle heat
- Hairdryer or heat gun (recommended). Use a low setting, hold it 10–15 cm from the model, and keep it moving so nothing overheats. This gives you the most control and works well on assembled models and delicate parts like spears and banners.
- Warm water bath. Submerge the bent part in water at around 60 °C. Use a thermometer — it's safer and easier to control than pouring boiling water over the model.
Set the shape
Once the resin has softened, gently bend the part back into position, then dip it briefly in cold water to lock the shape in. This stops it slowly creeping back.
For a stubborn bend, repeat the heat → reshape → cold water cycle two or three times rather than forcing it. Forcing it is how parts snap.
Safety
- Never use a direct flame — a lighter or gas hob will scorch, melt or destroy fine detail.
- Apply heat gradually and don't overheat the resin.
If you're still stuck after trying this, contact us with a description of the problem and clear photos of the model.
For cancellations, replacements, returns or anything you're unsure about, get in touch and include your order number.