Refund policy

# Refund Policy

You have 30 days from the day your order arrives to ask for a return or a refund.
Email us at support@blacksmithsong.com and tell us what's wrong — that's the whole
process. There's no form and no ticket number.

## Before you order: what these pieces are

Everything we sell is an unofficial fan-made collectible. There's no official
packaging, no certificate and no licensing mark, because there isn't one to give
you. If that's what you were expecting, please read our
[fan art policy](/pages/fan-art-policy) before ordering rather than after.

## If something arrived damaged or wrong

Tell us as soon as you open the box. A photo helps — it's usually all we need.

**In most cases we won't ask you to send anything back.** Return postage from your
country to ours normally costs more than the piece itself, so making you pay it
(or paying it ourselves) helps nobody. Depending on what happened, we'll offer a
replacement, a partial refund, or a full refund. If you'd rather have one than the
other, say so and we'll do that one.

## About small imperfections

Worth knowing, because we'd rather set the expectation than argue about it later.

These are die-cast metal pieces that are hand-finished, and some models are
assembled from separately cast parts rather than poured as one body. That means
you may find a faint joint line where parts meet, or a very slight lean if the
assembly sat a fraction off square. We check every piece before it's boxed and pull
anything with real damage.

A visible chip, a bent part, a missing component or paint damage is a defect — tell
us and we'll make it right. A hairline seam on a multi-part model is how it's built,
and a replacement will have one too. If you're unsure which you're looking at, send
a photo and we'll tell you honestly.

## If you changed your mind

That's fine, and you don't need to explain. Within 30 days of delivery, the piece
needs to be unused and in its original box.

For change-of-mind returns you cover the return postage. Email us first and we'll
send you the return address — please don't ship anything back before we've replied,
because parcels that arrive unannounced can't be matched to an order. If the return
is because of a defect or our mistake, the return cost is ours, not yours.

## Non-returnable

Gift cards.

That's the whole list.

## European Union: 14-day right of withdrawal

If your order is shipped into the European Union, you may cancel or return it within
14 days of delivery, for any reason and without giving one. The piece needs to be
unused and in its original packaging. We'll reimburse you within 14 days of receiving
your returned item or your proof of postage, whichever comes first.

## How refunds are paid

Refunds go back to the payment method you used. We'll email you when yours has been
issued. Once it's been sent, how quickly it shows up is down to your bank or card
issuer — usually a few days, sometimes a little longer.

If you haven't heard from us within a few days of us agreeing to a refund, chase us.
We'd rather you did.

## Contact

support@blacksmithsong.com