Refund and Returns Policy

Last updated: October 9, 2026

This page is part of our Terms and Conditions.

1. Cancelling an order

You can cancel any order at any time before it ships. Contact us as soon as possible, and we will cancel it and refund everything you paid, including shipping.

Painted commissions have their own cancellation and deposit rules, in section 3 of our Terms and Conditions. We never keep more than the deposit.

2. Damaged, missing, or wrong items

Please check your parcel soon after it arrives. Some parts, such as bases and wings, are packed separately on purpose so they travel safely. They are not missing or broken.

If a piece is broken, missing, faulty, or not what you ordered, send us your order number and a few photos of the problem and the packaging. Please try to do this within 14 days of delivery, but if you find a problem later, contact us anyway. Your legal rights do not end after 14 days.

We will replace the item where possible, or refund it. This costs you nothing. If we need an item back, we pay the return postage.

3. Lost parcels

We are responsible for your order until it is delivered. If your tracking stops updating, or your parcel is late, contact us and we will open an investigation with Canada Post and handle the claim for you. If Canada Post confirms the parcel is lost, or it has not arrived 30 days after the estimated delivery date, we will send a replacement or give you a full refund, whichever you prefer.

If tracking says your parcel was delivered but you cannot find it, check with neighbours and your local post office first, then contact us and we will help with the claim.

4. Change-of-mind returns

If nothing is wrong and you just changed your mind, you can return your items.

• How to start: within 14 days of delivery, send us your order number and the items you want to return through our Contact page or by email.
• When to send: post the items within 14 days after you tell us.
• Condition: return items in the condition you received them, well packed. Primed miniatures are fine. If an item has been glued, assembled, painted, or damaged after delivery, we may reduce the refund to reflect the loss in value, as far as the law allows.
• Return address: see section 9. Mark the customs form as a return if your carrier offers that option.
• Postage: you pay the cost of sending the items back. We recommend a tracked service.

5. Refunds

• Timing: for cancellations and for damaged, missing, wrong, or lost items, we refund within 14 days. For change-of-mind returns, we refund within 14 days after we receive the items, or after you show us proof that you sent them, whichever comes first.
• Method: we refund to the payment method you used.
• What we refund: the price of the items. If you return or cancel your whole order, we also refund the original shipping, up to the price of our cheapest standard shipping option.
• Free digital campaign pack: it has no refund value.
• Currency: we refund in the currency you paid in.

6. Items that cannot be returned for a change of mind

• Painted commissions.
• Other custom work made to your own instructions, such as special resin requests.

These can still be refunded or replaced if they arrive damaged, faulty, or not as agreed.

7. Customs and import charges

• United States: on a change-of-mind return, the import duty part of the shipping charge is not refunded. Damaged, faulty, wrong, or lost items are refunded in full.
• Outside Canada and the United States: if an item was damaged, faulty, or wrong, send us the receipt for the import charges you paid and we will refund those charges too. On a change-of-mind return we cannot refund them.

8. Your rights by country

These rights apply in addition to everything above.

Ontario

• If we do not deliver within 30 days after the delivery date we gave you (or within 30 days after you ordered, if we gave no date), you can cancel at any time before delivery. This includes painted commissions, and in that case we refund the deposit too.
• To cancel, contact us in a way you can prove later, such as email. We refund within 15 days. If we do not, you can ask your credit card issuer to reverse the charge.

European Union and European Economic Area

• You can withdraw from your purchase within 14 days of receiving the goods (or the last parcel, if your order came in several), without giving a reason. Tell us clearly by email, through our Contact page, or by post. Your message only needs to be sent before the 14 days end. You may use our model withdrawal form, but you do not have to.
• Send the goods back within 14 days after telling us. You pay the direct cost of returning them.
• We refund all payments, including standard delivery, within 14 days after receiving your message. We may wait until the goods arrive back or you show proof of sending.
• You are only responsible for loss in value caused by handling the goods more than needed to check them.
• This right does not apply to goods made to your specifications or clearly personalised, such as painted commissions.
• Your legal rights for faulty goods, including the European Union’s minimum two-year legal guarantee, are not affected.

Australia

• Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

9. Contact

For cancellations, returns, refunds, or any problem with an order:

• Email: [email protected]
• Contact form: our Contact page
• Post and return address: The Miniature Quasar, 1333 Highway 118 E, Bracebridge, Ontario P1L 0K3, Canada

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