Refund policy
Last updated: October 2026
At Anvil’s Heart, our collectible figures are produced individually and require significant production time, materials, and manual work. Please read this policy carefully before placing an order.
Order Cancellations
Most of our figures are made to order and enter production specifically after an order is placed.
If you wish to cancel your order, please submit a cancellation request through your customer account where this option is available, or contact us as soon as possible at contact@anvilsheart.shop.
Before production begins:
Orders may normally be cancelled for a full refund before production begins.
After production has begun:
Once printing, preparation, painting, customization, or other production work has started, cancellation may no longer be available, except where the customer has a statutory right to withdraw or cancel under applicable consumer law.
Products made according to the customer’s individual specifications or clearly personalized for the customer may be excluded from the statutory right of withdrawal where permitted by applicable law.
Submitting a cancellation request does not automatically mean that the order has been cancelled. Where applicable, we will review the request in accordance with this policy and applicable consumer law.
This does not affect your statutory rights in relation to defective, damaged, incorrect, or non-conforming goods.
EU Right of Withdrawal
Consumers in the European Union generally have a statutory right to withdraw from an online purchase without providing a reason.
For goods, the 14-day withdrawal period expires 14 days after the day on which the consumer, or a third party designated by the consumer, receives the last item in the order.
Where the statutory right of withdrawal applies, customers may exercise this right electronically through the return and cancellation function available through their customer account.
Customers may also contact us at contact@anvilsheart.shop if they require assistance.
Certain products are excluded from the statutory right of withdrawal under applicable consumer law. This includes products made according to the customer’s individual specifications or products that are clearly personalized.
Where an Anvil’s Heart product has been created or modified specifically according to an individual customer’s specifications, the statutory right of withdrawal may therefore not apply.
This does not affect statutory rights relating to defective, damaged, incorrect, or non-conforming goods.
Returns
Where a statutory right of withdrawal or another right of return applies, customers may submit a return request through their customer account or contact us at contact@anvilsheart.shop.
When exercising the statutory EU right of withdrawal, the customer must send the goods back without undue delay and no later than 14 days after notifying us of the decision to withdraw.
The customer is responsible for the direct cost of returning the goods unless applicable law requires otherwise or we expressly agree to cover the return cost.
The product must be securely packaged for return.
Please follow the return instructions provided after your return request has been submitted or accepted. This helps ensure that the parcel is sent to the correct return address and can be properly identified when received.
Condition of Returned Products
Customers are responsible for taking reasonable care of products while they are in their possession.
All returned products will be inspected upon arrival.
Customers may inspect a product only to the extent reasonably necessary to establish its nature, characteristics, and functionality.
If a returned product has been damaged, broken, painted, glued, sanded, drilled, modified, improperly assembled, altered, or otherwise handled beyond what is reasonably necessary for such inspection, the customer may be responsible for the resulting reduction in value.
Where permitted by applicable law, the refund may therefore be reduced by an amount corresponding to the diminished value of the returned product.
Depending on the extent of the damage or modification, this reduction may be substantial if the product can no longer be resold in its original condition.
Damage caused by the customer after delivery is not considered a manufacturing defect and does not entitle the customer to a free replacement, repair, or refund on the basis of a defective product.
Custom & Personalized Orders
Products created or modified specifically according to an individual customer’s specifications may be excluded from the statutory right of withdrawal where the applicable legal exception applies.
This may include:
- custom sculptures created specifically for the customer;
- figures created from customer-provided photographs, references, designs, or specifications;
- individually requested modifications;
- custom bases, inscriptions, or accessories;
- individually commissioned colour schemes or painting;
- modifications to the original sculpture requested by the customer;
- customer-specific dimensions, design elements, or other personalized features;
- other products specifically created or altered according to the customer’s instructions.
Where a product qualifies as a custom-made or clearly personalized product under applicable consumer law, the customer does not have the standard 14-day right of withdrawal solely because they have changed their mind.
This does not affect the customer’s statutory rights if the product is defective, damaged, incorrect, or does not conform to what was agreed.
Hand-Painted Figures
Our painted collectibles are individually finished by hand.
Minor variations in colour, shading, gradients, weathering, brushwork, and other artistic details are inherent to handcrafted artwork and do not constitute defects, provided that the finished product substantially corresponds to the ordered design and description.
Unpainted Figures
Unpainted figures are intended for hobbyists and may require assembly and additional preparation.
Once an unpainted figure has been painted, glued, sanded, drilled, modified, assembled in a way that cannot reasonably be reversed, or otherwise altered by the customer, its value may be substantially reduced.
Customer-caused damage occurring during assembly, painting, modification, or other hobby work is not considered a manufacturing defect.
Damaged, Defective or Incorrect Orders
Please inspect your order after delivery.
If your order arrives damaged, defective, incomplete, or you receive an incorrect product, please contact us as soon as possible at contact@anvilsheart.shop.
Please provide:
- your order number;
- clear photographs of the affected product;
- photographs of the shipping packaging where relevant;
- a short description of the problem.
Depending on the circumstances and applicable consumer law, we may provide replacement parts, repair, replacement, refund, or another appropriate solution.
Your statutory consumer rights remain unaffected.
Shipping Damage
Resin collectibles may contain delicate components.
If your product appears to have been damaged during transportation, please keep the original shipping box and all protective packaging and contact us before attempting to repair, glue, paint, modify, or dispose of any damaged components.
Photographs of both the product and its original packaging may be requested so that we can determine whether the damage occurred during transportation and, where applicable, submit a claim to the carrier.
Refunds
Approved refunds will normally be issued to the original payment method.
Where a customer validly exercises the statutory EU right of withdrawal, we will reimburse the payments that are required to be reimbursed under applicable law, including the cost of our least expensive standard delivery option where applicable.
If the customer selected a more expensive delivery method than our least expensive standard delivery option, any additional delivery cost is not required to be reimbursed where permitted by applicable law.
Reimbursement will be made without undue delay and no later than 14 days after we are informed of a valid decision to withdraw, subject to the conditions permitted by applicable law.
For returned goods, where permitted by law, we may withhold reimbursement until we have received the goods back or the customer provides evidence that the goods have been sent back, whichever occurs first.
Refunds will normally be made using the same payment method used for the original transaction unless the customer expressly agrees otherwise.
Any lawful reduction resulting from diminished value caused by excessive handling or customer-caused damage may be deducted from the refund.
Processing times after we issue a refund may vary depending on the customer’s bank or payment provider.
Exchanges & Order Changes
If you wish to change your figure, version, scale, painting option, or another aspect of your order, please contact us as soon as possible.
If production has not yet begun or has not progressed too far, we will do our best to accommodate the request.
Additional costs may apply if the requested change requires additional materials, preparation, customization, or production work.
Changes requested by the customer that result in a product being made according to the customer’s individual specifications or clearly personalized may affect the applicability of the statutory right of withdrawal where permitted by applicable law.
Contact
For cancellations, returns, damaged orders, or refund questions:
Anvil’s Heart
Email: contact@anvilsheart.shop
Instagram: @anvils_heart