Refund policy

1. Product Types

For clarity, we distinguish between the following product categories:

Custom Commissions – individually agreed projects created according to the customer's specific requirements and confirmed via email.

Made-to-Order Products – standard catalog products manufactured after purchase, but not customized or personalized.

Ready-Made Products – items available from stock, including most miniatures, busts, bases, resin casts, and accessories.

Digital Products (STL Files) – downloadable digital files supplied electronically after purchase.

2. Custom Commissions

Custom commissions require a 30% non-refundable deposit, which confirms the order and allows production to begin.

Once production has started, custom commissions cannot be cancelled, returned, or refunded.

If the customer decides not to proceed with the remaining payment, the deposit remains non-refundable as it covers design work, materials, production preparation, and manufacturing time.

The remaining 70% balance, together with the individual shipping cost, is payable after completion and customer approval of the finished project.

3. Made-to-Order Products

Made-to-order products from our standard catalog are covered by the EU right of withdrawal.

They may be returned within 14 days of delivery provided that they:

are unused,
have not been assembled, primed, painted, modified, or otherwise altered,
show no signs of damage,
are returned in their original condition.

Due to the manufacturing process, slight variations in color, texture, or surface finish may occur and do not constitute defects.

4. Ready-Made Products

Ready-made products may also be returned within 14 days of delivery under the same conditions described above.

5. Digital Products (STL Files)

Due to the nature of digital products, STL files cannot be returned, exchanged, or refunded once the purchase has been completed and the files have been delivered or made available for download.

6. Starting a Return

If you wish to return a product, please contact us first at:

shopify@studiolevel.com.pl

Approved returns should be sent to:

StudioLevel Sebastian Cybulski
Zalesie 12
43-430 Pogórze
Poland

Returns sent without prior contact and approval cannot be accepted.

7. Return Shipping Costs

Return shipping costs are the responsibility of the customer.

Returned items should be securely packaged to prevent damage during transport.

Original shipping charges are non-refundable.

Any customs duties, import taxes, or similar charges paid during import are also non-refundable.

8. Damaged or Incorrect Orders

Please inspect your order as soon as it arrives.

If your order arrives damaged or you receive an incorrect item, please contact us within 48 hours of delivery and include clear photographs of both the product and the packaging.

We'll work with you to resolve the issue as quickly and fairly as possible.