Refund and Returns Policy

Our figures are made-to-order, hand-finished, unpainted and unassembled 3D prints. Because production only begins once you order, we’re not able to offer change-of-mind returns or exchanges once an order has entered production. This is standard practice among small, made-to-order 3D printing and custom sculpture studios.

We do stand behind the quality of our work. If your order arrives damaged, defective, or significantly different from what was listed, we’ll repair, replace, or refund it in line with your rights under the Australian Consumer Law.

You may cancel your order for a full refund within 2 days of purchase. After this window, your figure enters the production queue and materials, print time and labour are committed to your order, so we’re unable to offer cancellations or change-of-mind refunds from that point on.

To cancel within the 2-day window, get in touch as soon as possible via the contact form or at webstore@dannozstudios.com. If you ordered through Etsy, Etsy Messages works too.

All figures have a minimum production lead time of 2 weeks. An estimated completion date (ETA) will be provided after purchase — this does not include shipping time.

Because lead times are estimates rather than guarantees, a delay on its own does not automatically qualify an order for a refund. That said, if your order is significantly overdue with no communication from us, please get in touch and we’ll make it right.

As each figure is made to order, we’re unable to offer refunds, returns or exchanges for change of mind once production has started. We’d encourage you to check sizing, scale and character details carefully before ordering, and to message us first if you have any questions.

If your figure arrives damaged in transit, has a manufacturing defect, is missing parts, or doesn’t match what was ordered, you’re entitled to a repair, replacement, or refund under the Australian Consumer Law. To arrange this:

• Contact us within 7 days of delivery via the contact form, at webstore@dannozstudios.com, or through Etsy Messages for Etsy orders.
• Include clear photos of the issue, including the packaging if the item arrived damaged.
• Let us know your order number and a brief description of the problem.

We’ll review the issue and get back to you within 2 business days with next steps — usually a reprinted part, a full replacement, or a refund, whichever best resolves the problem. We cover return shipping costs where the fault is ours.

Report faults before you start building. Because figures are sold unpainted and unassembled, faults need to be reported before you begin assembling, gluing, priming or painting. Once assembly or painting has started, we’re no longer able to assess whether an issue was present at dispatch or occurred during your build.

Where a refund is agreed — whether for an eligible cancellation or a faulty or damaged item — it will be processed to your original payment method (PayPal, card, Apple Pay, Klarna, or Etsy Gift Card, as applicable) within 5–10 business days of approval. You’ll receive an email confirming once your refund has been issued.

If it’s been longer than 10 business days and you haven’t seen the refund, please check with your bank or payment provider first, as processing times can vary on their end, then reach out at webstore@dannozstudios.com and we’ll follow it up.

Items purchased during a sale or with a discount code are treated the same as full-priced items when it comes to faulty, damaged or incorrect goods — your Australian Consumer Law rights apply regardless of the price paid.

Our figures are printed in Bambu Lab PLA (Matte), an indoor display material. PLA can soften or warp if left in prolonged direct sunlight, heat, or hot spaces such as a parked car.

This is a property of the material rather than a manufacturing fault, so damage caused by heat exposure or improper display or storage after delivery isn’t covered by our guarantee. Keeping your finished piece indoors and out of direct sun will keep it looking its best.

For orders shipped outside Australia, customers are responsible for any customs duties, import taxes, or charges applied by their country’s government. These charges are outside our control and aren’t included in the refund we’re able to offer for a faulty or damaged item.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You’re entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You’re also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure doesn’t amount to a major failure.

Nothing in this policy is intended to limit these rights.