Refund policy

Vessarium Returns & Refunds Policy

Last updated: 14/07/2026

The short version

Every Vessarium piece is made to order and hand-finished by us. Because of that, we don't accept returns for change of mind. We do stand behind the work: if a piece arrives damaged, defective, or materially different from the approved render, we'll replace it or refund you.

1. Custom & made-to-order items

All Immortalised Edition and League Edition pieces are produced individually after you order. They cannot be restocked or resold. These items are not eligible for change-of-mind returns, exchanges, or cancellations once production has begun.

Under South Africa's Consumer Protection Act, the 7-day cooling-off right does not apply to goods made to a consumer's specifications. Your approval of the render is the point at which the piece becomes yours.

2. Cancellations before production

You may cancel for a full refund at any time before you approve your render. Once you approve the render, production starts and the order becomes final.

To cancel, email studio@vessarium.com with your order number.

3. Damaged, defective, or incorrect items

If your piece arrives broken, defective, or is not the item you ordered, contact us within 7 days of delivery at studio@vessarium.com with:

Your order number
Photos of the item, including the damage
Photos of the outer packaging

We'll replace the piece at no cost to you, or issue a full refund including original shipping — your choice. We'll cover return shipping where a return is required. Please keep the original packaging until the claim is resolved.

4. What isn't a defect

These pieces are hand-finished, not mass-produced. The following are characteristics of the process, not faults:

Minor variation in paint, patina, or Galaxy topcoat between pieces
Small tool or layer marks visible on close inspection
Slight colour differences between screen renders and the finished item
Interpretive differences in sculpt — figures are stylised, not photographic likenesses

Your approved render is the reference standard. If the finished piece matches the render you approved, it meets spec.

5. Non-returnable items

Warrior Ball mystery boxes (once opened)
Gift cards
Any item damaged by misuse, accident, or improper display after delivery

6. Refund processing

Approved refunds are issued to your original payment method within 10 business days of us receiving the returned item or approving your claim. Your bank or card issuer may take additional time to reflect the credit.