WM Customs Refund, Return and Cancellation Policy

Last updated: 25 July 2026

Most WM Customs products are manufactured only after an order is placed and according to options selected by the customer, such as the model, scale, size, version or configuration.

Nothing in this policy limits your statutory consumer rights.

Custom-Made and Made-to-Specification Products

The statutory right to cancel an online order because you have changed your mind does not normally apply to goods made to your specifications or clearly personalised.

This may include products made according to your selected:

• Model or design;
• Scale or dimensions;
• Version, pose or configuration;
• Base, accessories or finish;
• Custom wording or personalisation;
• Customer-supplied files or instructions.

Where this exemption applies, orders cannot be cancelled, returned or exchanged simply because:

• You changed your mind;
• You selected the wrong scale, size or option;
• The product is larger or smaller than expected where dimensions were correctly stated;
• You no longer want or need the item;
• You did not read the product description or assembly information.

We may agree to amend or cancel an order before production has progressed, but this is entirely at our discretion. Reasonable costs already incurred may be deducted.

Checking Your Order

You are responsible for checking your order before completing your purchase, including:

• Model and character;
• Scale and dimensions;
• Version and included components;
• Material and finish;
• Personalisation;
• Delivery address.

Products made to the same scale may have different finished dimensions depending on the character, pose and base.

We are not responsible for an incorrectly selected option where the product supplied matches the order confirmation.

Standard Ready-Made Products

Where a product is held as completed stock and has not been customised or made to your specifications, you may normally cancel the order within 14 days of receiving it.

You must notify us within this period and return the product within a further 14 days.

You are responsible for return postage on change-of-mind returns.

Condition of Returns

Eligible change-of-mind returns must be returned with all components and without being:

• Assembled, glued or painted;
• Sanded, drilled, cut or modified;
• Damaged or excessively handled;
• Exposed to smoke, chemicals or excessive heat.

We may reduce the refund where the product’s value has been reduced through unnecessary handling, alteration, missing parts or inadequate return packaging.

Where damage or alteration means the product cannot reasonably be resold, the deduction may be up to the full product value.

3D-Printed Product Characteristics

Our products are manufactured using additive manufacturing and may require preparation and assembly.

Reasonable manufacturing characteristics may include:

• Minor layer or support marks;
• Light sanding or finishing marks;
• Small seam or joint lines;
• Drainage holes;
• Minor surface-texture or colour variation;
• Separate parts requiring assembly;
• Minor fitting or sanding during assembly.

These are not automatically faults where they are reasonable for the manufacturing process and do not materially affect the product.

Product Images

Product images may include digital renders or professionally assembled and painted display models.

Unless stated otherwise:

• Products may arrive unpainted and in separate parts;
• Props and backgrounds are not included;
• Screen settings may affect colour appearance;
• The written product description confirms what is included.

Faulty, Damaged or Incorrect Products

Products must be of satisfactory quality, fit for purpose and match their description and agreed specification.

Please contact us as soon as possible if your product:

• Arrives damaged;
• Is materially defective;
• Is missing a listed component;
• Is not the product ordered;
• Does not match the agreed specification.

Please report visible delivery damage within 48 hours where reasonably possible. This helps us investigate with the courier but does not remove your statutory rights if you report it later.

We may request photographs or video of the product, packaging and shipping label.

Please do not dispose of, repair, alter or return the product before giving us a reasonable opportunity to assess it.

Remedies for Faulty Goods

Depending on the circumstances and applicable law, we may provide:

• A missing or replacement component;
• A repair;
• A replacement;
• A price reduction;
• A full or partial refund.

Where only one separate component is affected, we may replace that component where this provides a complete remedy.

After the short-term right to reject has expired, we will normally be entitled to offer a repair or replacement before a refund is required.

Customer-Caused Damage

We are not responsible for damage caused after delivery by:

• Dropping, impact or crushing;
• Incorrect assembly;
• Excessive force when fitting parts;
• Unsuitable glue, paint, filler or chemicals;
• Sanding, drilling or modification;
• Customer repairs;
• Excessive heat, sunlight or moisture;
• Inappropriate storage;
• Children, pets or third parties.

This does not apply where the product was already faulty or unreasonably fragile when delivered.

Delivery Addresses and Safe Places

You are responsible for providing a complete and accurate delivery address.

We may charge reasonable redelivery or return-to-sender costs where a delivery fails because of an incorrect address or failure to collect the parcel.

Where you instruct a courier to leave a parcel in a nominated safe place, with a neighbour or at a collection point, delivery in accordance with those instructions may be treated as completed.

Lost or Undelivered Orders

Please contact us if your order has not arrived by the estimated delivery date.

We will investigate with the courier. Where an order is confirmed lost or is not delivered within the legally required period, we will provide an appropriate replacement or refund.

Your rights are not dependent on you personally claiming against the courier.

Refunds

Refunds will normally be issued using the original payment method.

For an eligible change-of-mind cancellation, we will refund the product price and the cost of our least expensive standard delivery option.

We do not have to refund:

• Premium or express delivery upgrades;
• Change-of-mind return postage;
• Loss in value caused by excessive handling;
• Customer-caused damage;
• Missing components.

We may withhold a change-of-mind refund until the product is returned or you provide evidence that it has been sent back.

EU Right of Withdrawal

If you are a consumer located in the European Union, you have the right to withdraw from your purchase within 14 days without giving any reason. The withdrawal period is 14 days from the date on which you, or a third party indicated by you, received the last item of your order. The withdrawal period is extended if the last day falls on a weekend or public holiday.

To exercise your right of withdrawal, submit a return or cancellation request through your account https://shopify.com/90876379467/account

Upon withdrawal, we will reimburse all payments received from you, including standard delivery costs, without undue delay and no later than 14 days from the day we receive your withdrawal request.

Contact Us

To request a cancellation, return, repair, replacement or refund, email:

info@wmcustoms.co.uk

Please include:

• Your name;
• Order number;
• A description of the issue;
• Relevant photographs or video where available.

We will provide return instructions where required.

Applicable Law

This policy is governed by the law of Northern Ireland.

Where you live elsewhere, this does not remove any mandatory consumer protections that would otherwise apply to you.

Legal Compliance

This policy complies with UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, ensuring that customers are treated fairly while recognising the bespoke nature of our products.

Thank you for choosing WM Customs!