Returns &
Refunds Policy

If a box arrived and didn’t suit — wrong scale, changed your mind, decided the army you really wanted was the other lot — you’ve got thirty days from delivery to send it back to us for a full refund. No special reason needed. We’d ask you to keep the packaging closed and the sprues sealed where you can; opened minis can come back too, but they ride a slightly different track (see Items we can’t take back).

To start a return, sign in to your account and open the order from My Orders, or write to the workshop at workshop@wardungeon.com with your order number. We’ll send a prepaid Royal Mail label by reply — print it, stick it on the original box if you’ve still got it, and drop it at any post office.

You don’t need to box up a return note or fill in a form. The label carries everything we need to match it to your order on this end.

Something arrived crushed, snapped, or the wrong product altogether? That’s on us — not on you — and we’ll fix it straight away. Take a photograph of the damage or the wrong item next to your packing slip and send it to workshop@wardungeon.com with your order number in the subject line.

We’ll have a replacement out by the next working day where stock allows, and a full refund inside three working days if you’d rather just have your money back. There’s no need to return the damaged item in most cases — we’ll tell you on a case-by-case basis if we’d like it back for warranty.

Couriers being couriers, the occasional outer box arrives looking like it’s been to war. If the box is rough but the contents are fine, you don’t need to do anything — but a photo by reply is always welcome and helps us nudge the courier.

Pre-orders — new releases booked in before they’ve shipped from the foundry — can be cancelled for a full refund at any point up to the day before dispatch. Once the box is on the courier’s van the standard thirty-day return window takes over.

If you’ve paid a deposit on a high-value pre-order — a boxed launch army, a limited rulebook bundle, the like — the deposit is fully refundable up to the dispatch cut-off. After that point the deposit becomes a part-payment against the full price and follows the standard returns track.

We’ll write to you the working day before a pre-order ships to remind you it’s on its way. If something’s changed your mind in the meantime, that’s the moment to tell us — pulling an order off the van once it’s loaded is a fiddle for everyone.

Refunds go back to the original payment method — the same card, PayPal account, or Klarna instalment plan you paid with. We can’t redirect a refund to a different card or account, however much we might like to. That’s a banking rule we’re bound by, not a workshop preference.

From the moment your return lands at the workshop, we aim to have the refund issued within three working days. Most are same-day. The money then takes whatever it takes to clear back to your statement — usually one to three working days for cards, instant for PayPal, next-day for Klarna.

If seven working days have passed and you haven’t seen the refund, write to us — it’s nearly always a banking knot we can untangle with a reference number, not a refund that’s been overlooked.

A small handful of things in the catalogue can’t come back to the workshop once they’ve left. We’d rather flag them plainly here than at the till:

• Downloadable rulebooks and digital codes — once the download’s been served or the code revealed, the genie’s out and we can’t resell.
• Paint pots with broken seals or used contents — unopened pots are fine, sealed sets are fine, but a half-used Mephiston Red is yours from there.
• Custom-mixed paints and bespoke commissions — anything mixed or made for you specifically. We’d ride a long way for you, but we can’t restock a one-off.
• Open-and-painted miniatures — if the minis have been assembled, primed, or painted, the warranty for damaged casts no longer applies and they’re not returnable. (Damaged-on-arrival is a separate ride — see Damaged or wrong items.)

Gift cards and loyalty redemptions sit outside the returns track too — they don’t come back, but the underlying order they were used on does.

Here’s the ride in order. It’s built to be simple — if it isn’t, write to us and we’ll do the awkward bit for you.

• Sign in to your account, open the order under My Orders, click Start a return, and tick the items you’re sending back.
• Choose Refund or Swap — if you’d like a swap, pick the replacement on the next step and we’ll dispatch as soon as the return label scans.
• Print the prepaid label, stick it on the box (the original works best, any clean cardboard is fine), and drop it at a post office or a Royal Mail parcel box.
• Keep the proof-of-postage receipt the counter clerk gives you — we don’t need a copy, but it’s your insurance until the parcel scans in at this end.

That’s the whole ride. You don’t need to print a returns form, write us a letter, or chase a courier collection. The label and a packing slip number is plenty.

If something goes wrong — and now and then it does — write to the workshop at workshop@wardungeon.com with your order number and a sentence or two on what happened. We read every message ourselves; you won’t bounce through a ticket queue, and you won’t be asked to recite your order three times to three different desks.

Lost parcels, refunds that haven’t shown up, a swap that turned up wrong twice — whatever it is, we’d rather hear about it than have you sit with a problem for a fortnight. The workshop’s a small operation and we run it like one.

If you’d rather not write, the contact form goes to the same desk — we just answer slightly slower from there because the form holds the message until we check it.