Refund policy

Last updated: August 2026

At Anvil’s Heart, our collectible figures are produced individually and require significant production time, materials, and manual work. Please read this policy before placing an order.

Order Cancellations

If you wish to cancel your order, please contact us as soon as possible at contact@anvilsheart.shop.

Before production begins:
If production of your order has not yet started, the order may normally be cancelled for a full refund.

After production has begun:
Once printing, preparation, painting, customization, or other production work has started, a full refund may no longer be possible.

If cancellation is still possible, Anvil’s Heart may deduct reasonable costs already incurred specifically in fulfilling the order, including materials, printing, preparation, painting, or other completed work, to the extent permitted by applicable law.

Advanced or completed orders:
If an individually customized or personalized order has reached an advanced stage of production or has already been completed, cancellation may no longer be possible where permitted by applicable law. The order will then be completed and shipped as agreed.

Mandatory consumer rights remain unaffected.

EU Right of Withdrawal

Consumers in the European Union generally have a statutory right to withdraw from an online purchase within 14 days after receiving the goods, without providing a reason.

Certain products are excluded from this right under applicable consumer law, including goods made according to the consumer’s specifications or clearly personalized.

Where an Anvil’s Heart product has been individually customized or personalized according to the 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, please contact us before returning the product.

The product must be securely packaged for return. Customers are responsible for the direct cost of returning a product when exercising the statutory right of withdrawal, unless applicable law requires otherwise.

Please do not send any product back without contacting us first so that we can provide the appropriate return instructions.

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.

If a returned product has been damaged, broken, painted, glued, sanded, modified, improperly assembled, altered, or otherwise handled beyond what is reasonably necessary to inspect its nature, characteristics and functionality, 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 not be eligible for the statutory right of withdrawal where the applicable legal exception applies.

This may include:

• custom sculptures;

• individually requested modifications;

• custom bases, inscriptions or accessories;

• individually commissioned colour schemes or painting;

• modifications to the original sculpture requested by the customer;

• other products specifically altered according to the customer’s instructions.

This does not affect the customer’s statutory rights if the product is defective 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;

• 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 required 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 a statutory right of withdrawal, the refund will be processed within the time limits required by applicable law.

Where permitted by law, reimbursement may be withheld until the returned goods have been received or the customer provides evidence that they have been sent back.

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 or production work.

Contact

For cancellations, returns, damaged orders, or refund questions:

Anvil’s Heart
Email: contact@anvilsheart.shop
Instagram: @anvils_heart