Refund policy

This policy applies to purchases made through the StudioLevel online store.

1. Definitions

For clarity, we distinguish between the following product types:

Custom Commissions – individually agreed projects created according to the customer’s specific requirements, discussed and confirmed via email.
Made-to-Order Products – standard catalog products produced after purchase, but not customized or personalized.
Ready-Made Products – items available as finished stock (e.g. miniatures, bases, resin casts, small accessories).

2. Custom Commissions (Non-Returnable)

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

Production is considered started once the deposit has been paid.
After production has started, custom commissions cannot be cancelled, returned, or refunded.
If the customer decides not to proceed with the remaining 70% payment, the deposit remains non-refundable, as it covers material costs, printing, preparation, and production time.
Final payment (70%) and individual shipping costs are due after completion and customer approval of the finished work.

This exclusion is in accordance with Article 38 of the EU Consumer Rights Directive (2011/83/EU) regarding goods made to the consumer’s specifications.

3. Made-to-Order Products (Standard Catalog)

Made-to-order products from our standard catalog are not personalized and therefore remain subject to the EU right of withdrawal.

Customers may return these products within 14 days of delivery, provided that:

the item is unused,
shows no signs of assembly, modification, or damage,
is returned in its original condition.

Due to the handmade nature of our products, minor variations may occur and do not constitute grounds for a refund.

4. Ready-Made Products

Ready-made products are eligible for return within 14 days of delivery, under the same conditions as made-to-order products.

5. Starting a Return

To initiate a return, please contact us at:
shopify@studiolevel.com.pl

Approved returns should be sent to:
StudioLevel Sebastian Cybulski
Zalesie 12, 43-430 Pogórze, Poland

Returns sent without prior approval will not be accepted.

6. Return Shipping Costs

Return shipping costs are the responsibility of the customer.
Original shipping costs are non-refundable.
Any customs duties or import taxes paid are non-refundable.

7. Damaged or Incorrect Items

Please inspect your order immediately upon delivery.

Any damage caused during transport or incorrect items must be reported upon receipt of the shipment, with photos attached.
Claims submitted after this point may not be accepted.

We always aim to resolve such cases amicably and fairly.

8. Refunds

Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund.

If approved, refunds will be issued to the original payment method within 14 days of receiving the returned goods.
Processing times may vary depending on your bank or payment provider.