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Refund policy
Return & Refund Policy
Last updated: 3 August 2026
At Knights of Lunar, we want you to shop with confidence. If there is ever a problem with your order, we'll always do our best to resolve it quickly and fairly.
Please read this policy carefully before requesting a return or refund.
1. Returns
We offer a 30-day return policy from the date your order is delivered.
To be eligible for a return:
- Your item must be unused and in the same condition that you received it.
- The item should be returned, where possible, in its original packaging.
- You must provide proof of purchase or your order number.
Returns sent without contacting us first may not be accepted.
2. Starting a Return
To request a return, please contact us at:
Please include:
- Your order number
- The reason for the return
- Photographs where appropriate
Once your request has been reviewed, we will provide return instructions.
Please do not send items back without authorisation.
3. Return Shipping
If the return is due to:
- an incorrect item being sent
- a damaged item
- a manufacturing defect
- an item lost due to our error
we will cover the cost of return postage where applicable.
If you are returning an item because you have changed your mind, return postage is the responsibility of the customer.
The correct return address will be provided once your return has been authorised.
4. Made-to-Order Miniatures
The majority of products sold by Knights of Lunar are made to order using high-quality resin 3D printing.
Because of the manufacturing process:
- Minor layer lines may be visible.
- Small support marks may be present.
- Small preparation points may remain.
- Resin colour may vary slightly.
These are normal characteristics of resin miniatures and are not considered defects.
Every miniature is inspected before dispatch to ensure it meets our quality standards.
5. Damaged, Faulty or Incorrect Items
Please inspect your order as soon as it arrives.
If your order has arrived:
- damaged
- faulty
- incomplete
- or we have sent the wrong item
please contact us within 7 days of delivery.
Where possible, include photographs of:
- the damaged item
- the packaging
- the shipping label
We will investigate the issue and arrange an appropriate replacement, repair or refund where necessary.
6. Non-Returnable Items
The following items cannot normally be returned:
- Custom or personalised products
- Digital downloads
- Gift cards
- Products damaged after delivery through misuse
- Products modified or painted by the customer
- Sale or clearance items (unless faulty)
If you are unsure whether your purchase is eligible for return, please contact us before ordering.
7. Digital Products
Digital products, including PDF downloads and other downloadable content, cannot normally be refunded once they have been downloaded or accessed.
This does not affect your statutory rights where digital content is faulty or not supplied as described.
8. Exchanges
As most of our products are made to order, exchanges are normally handled by:
- Returning the original item (where eligible); and
- Placing a new order for the replacement.
If the exchange is due to our mistake, we will work with you to resolve it as quickly as possible.
9. Forge Guild Memberships
Forge Guild memberships are recurring monthly subscriptions.
Membership cancellations, Lunar Coins, renewals and subscription benefits are governed by the Forge Guild Membership Terms & Conditions.
Cancelling your membership prevents future renewals but does not automatically refund payments already taken for the current billing period unless required by law.
Where applicable, any remaining Lunar Coins are subject to the expiry rules explained within the Forge Guild Membership Terms & Conditions.
10. European Union Cooling-Off Rights
If your order is delivered within the European Union, you may have the legal right to cancel your purchase within 14 days without giving a reason.
Returned items must:
- be unused
- be in their original condition
- include proof of purchase
Certain exemptions may apply, including personalised items and digital content where download has begun.
Nothing within this policy affects your statutory consumer rights.
11. Refunds
Once we receive your returned item, we will inspect it and notify you whether your refund has been approved.
If approved, refunds will be issued to your original payment method.
Refunds are usually processed within 5–10 business days, although your bank or payment provider may take additional time to complete the transaction.
If more than 15 business days have passed since your refund was approved and you have still not received it, please contact us at:
12. Questions
If you have any questions regarding this policy or need assistance with an order, please contact us:
Email: knightsoflunargames@gmail.com
We aim to respond to all enquiries as quickly as possible and always strive to resolve issues fairly and professionally.