Refund policy

Returns & Refund Policy

At TudorDarkness, our products are individually produced with care. Many of our artworks are 3D printed after an order is placed, prepared by hand and individually hand painted. Because of this process, small differences in colour, brushwork, texture and finish are a natural part of our handmade products and make every piece unique.

Standard Made-to-Order Products

For standard products purchased through our online store, consumers have a 14-day statutory right of withdrawal where required by Dutch and EU consumer law.

The withdrawal period begins after you receive your order.

If you wish to exercise your right of withdrawal, you must notify TudorDarkness within the applicable 14-day period.

After notifying us, the product must be returned within the legally applicable return period.

Return Shipping Costs

For a change-of-mind return under the statutory right of withdrawal, the customer is responsible for the direct cost of returning the product to TudorDarkness.

We strongly recommend using a tracked and adequately insured shipping service, particularly for valuable or fragile artwork.

The customer is responsible for the return shipment and for ensuring that the product is packaged securely enough to prevent damage during transportation.

Under Dutch rules, you may place the direct return cost on the consumer, provided you clearly tell them this before purchase; hiding it only in the general terms isn't enough. The risk of a customer-organised return shipment also generally lies with the customer.

Condition of Returned Products

Our figurines and artworks are delicate, individually finished collectible pieces.

Customers may inspect a product as reasonably necessary to determine its nature and characteristics.

If a product has been handled beyond what is necessary for such inspection and this results in damage, wear, contamination, paint damage, broken components or another reduction in value, TudorDarkness reserves the right to deduct the legally permitted amount corresponding to that diminished value from the refund.

Please return all components and accessories supplied with the product and package the artwork carefully.

Dutch consumer rules specifically allow a seller to hold the consumer responsible for diminished value resulting from unnecessary handling during the withdrawal period.

Custom & Personalised Orders

Products that are genuinely created according to the customer's individual specifications or clearly personalised are not eligible for the statutory right of withdrawal where the legal custom-made/personalised-goods exception applies.

This may include individually commissioned artwork or products specifically modified according to a customer's personal instructions.

Once production of such a custom order has begun, it cannot normally be cancelled or returned simply because the customer has changed their mind.

This exception does not apply merely because an item is produced after ordering. Standard products remain subject to statutory withdrawal rights where applicable.

ACM expressly distinguishes genuine products made according to a consumer's specifications from products made using standard choices/examples offered by the seller.

Handmade & Hand-Painted Variations

Every TudorDarkness hand-painted artwork is individually finished.

Because our products are painted and finished by hand, the product you receive may contain small variations compared with photographs shown on our website.

Variations in brushwork, shading, colour placement, weathering, surface texture and other minor artistic details are normal characteristics of handmade artwork and do not by themselves mean that the product is defective.

This does not affect your statutory rights if a product is genuinely defective or does not conform to what was agreed.

Damaged or Incorrect Orders

If your product arrives damaged, defective or materially different from what you ordered, please contact TudorDarkness as soon as reasonably possible.

Please include your order number, photographs of the product, photographs of the packaging and a description of the problem so that we can investigate.

Where a product is defective or non-conforming, your statutory consumer rights apply. Depending on the circumstances, this may include repair, replacement or reimbursement.

Dutch statutory guarantee rules require sellers to provide an appropriate remedy for non-conforming goods and do not allow that obligation to be excluded by a shop's return policy.

Refunds

When a valid statutory withdrawal applies, TudorDarkness will refund the amounts required by law.

For a complete withdrawal, this normally includes the purchase price and the cost of the standard outbound delivery method. Any additional amount paid because the customer deliberately selected a more expensive delivery option does not have to be reimbursed beyond the standard delivery cost.

We may wait to issue the refund until we have received the returned product or the customer has provided evidence that it has been sent back, whichever occurs first.

Refunds will normally be made using the original payment method.

Return shipping costs for an ordinary change-of-mind return remain the customer's responsibility where we informed the customer of this obligation before purchase.

Items That Cannot Be Returned Under the Cooling-Off Right

Where permitted by applicable law, the statutory right of withdrawal does not apply to:

• Products made according to your individual specifications
• Clearly personalised products
• Individually commissioned custom artwork falling within the legal custom-made exception

Your statutory rights regarding defective or non-conforming goods remain unaffected.