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Terms and Conditions

From 1st March 2024

SAFETY

WARNING: The items on this site are not suitable for children aged under 14 years. The items on this site are not toys.

Most white metal figures sold by Miniature-Heroes are cast in lead-free pewter. However, it is possible that white metal items may still contain lead, which is dangerous if chewed or swallowed. White metal items may also have sharp points or edges, which can injure if handled incorrectly or present a choking hazard.

Resin items are made using fast-cure polyurethane. Small items may present a choking hazard.

Acrylic paints are water-based and non-toxic. In the event of contact with the eyes, wash copiously with cold water and seek medical advice.

Do not use chemicals to clean white metal figures because acids and alkalis may damage them irreparably.

PRIVACY, COOKIES AND CONFIDENTIALITY

All cookies used in the Miniature-Heroes shop are essential to the operation of the shop and the site is therefore compliant with cookie laws.

Personal information collected on this site is held off site in a database as part of our online shop. Miniature-Heroes will not pass on this information to any other person or organisation.

Miniature-Heroes uses third-party payment gateways and therefore does not store customers financial details.

VAT

Miniature-Heroes is NOT currently registered for UK VAT.

CONTACT DETAILS

Miniature-Heroes is run by Tim Fitch at 1 The Cottage, Park Road, Elsenham, Bishop’s Stortford, Hertfordshire, CM226DE.

Email: Please use our contact page form to reach us by email. Please be patient if you do not get a prompt answer: paid-for orders in the online shop receive priority over everything else.

Telephone: +44 (0) 1279 813660. Enquiries only.

GENERAL

Miniature-Heroes is a one-man business and the ability to process orders may therefore be affected by illness, holidays, family matters, workload, or working conditions in the workshop, such as extreme heat or cold.

The abbreviation UK is used to mean the countries of England, Wales, Scotland and Northern Ireland. The abbreviation EU is used on the site to mean the European Union and its constituent countries. The term Europe is used to mean countries on continental Europe, and excludes the UK but includes those that are part of continental Europe but not a member of the EU.

The Add to Basket option for products listed in shop categories is provided for customers convenience. Each product has a full description detailing pack contents, delivery and stock limitations that may be obtained by clicking on a picture or item title in the main categories. Customers are assumed to have read a product’s full description before buying.

All metal, plastic or resin miniatures are made by third party suppliers. Such out of stock or ‘back ordered’ items will have to be ordered in. There can sometimes be a delay in obtaining back ordered items from suppliers. Please contact Miniature-Heroes via email should you wish to know more information about this.

Painted figures shown on the site are for display purposes only. All items are sold unpainted and unassembled, unless otherwise stated.

Miniature-Heroes prices are set using pounds Sterling (GBP) and only this currency is used for financial transactions. Prices for other currencies such as euros, US dollars, Australian dollars and Swedish kronor in the shop are approximations based on average exchange rates: the total will always be charged in GBP and actual conversion rates will depend on the exchange rates of the payment card companies.

Do you want me to add these currencies to the website – so customers can shop in them, but all checkouts will always be in UK pounds sterling? ( yes please – I think woopayments supports this as standard )

The casting processes used to make white metal or resin items may result in mould lines, vent material, and flash: items may require cleaning up to remove mould lines, vent material, and flash. Multi-part kits may require modelling experience to assemble. The tools used to remove mould lines and flash may be dangerous if used incorrectly: seek advice from an experienced modeller and wear appropriate protection.

The contents of standard packs are fixed and may not be changed.

Miniature-Heroes reserves the right not to supply goods where errors in the coding of the website or errors in information provided by suppliers result in incorrect prices or details of pack contents. Information about items on the site is provided in good faith.

Mounted figures come with appropriate horses. Riders are not sold separately from horses.

Prices are subject to change at no notice.

Payments made by card (by Stripe or PayPal), Apple Pay, Google Pay or by PayPal are taken at the time of ordering.

Do you want me to install Stripe Payment Gateway?

Ownership of the IP of items made by Miniature-Heroes remains with Miniature-Heroes. Customers may not make copies of products they have bought, whether physical or digital and whether in full or in part, that breach that IP, even if those copies are for their own use.

All customers outside the UK are responsible for paying any and all customs, duty and handling charges on their orders. Customers who are liable for such charges and decide not to pay them, resulting in the return of their order, become liable for the original delivery cost of their order.

All customers are bound to pay the full cost of returning unwanted items.

THE ORDER PROCESS

Customers place orders online in the shop using the shopping cart as part of Miniature-Heroes website, Https://miniature-heroes.co.uk

Customers complete the order online by paying by PayPal, or by credit or debit card using PayPal or Stripe as a third-party payment processor. This method takes payment at the time of ordering. Miniature-Heroes does NOT take orders or payments via telephone.

The online shop automatically sends customers an email, status PROCESSING ,that acknowledges receipt, not acceptance, of their order. The email confirms the contents of that order as entered by the customer, and provides a link to a durable copy of Miniature-Heroes terms and conditions for the customer’s reference.

Miniature-Heroes downloads orders from the shop, prints out one copy to provide a packing list for Miniature-Heroes use, and one copy for the customer that serves as a receipt or invoice.

Miniature-Heroes then takes the following steps, the timing of which depend on workload. In exceptionally busy periods these steps may happen over a period of up to a week; more usually, they happen within one to two working days. Sometimes Miniature-Heroes can accomplish them in a matter of hours.

Miniature-Heroes checks customers orders. At this point an order may be declined and cancelled by Miniature-Heroes. An order may be declined or cancelled if, for example, it is unclear, incomplete for some reason, breaks Miniature-Heroes territorial or licensing restrictions, exploits an error in the shop’s programming or data, appears fraudulent, or if the customer fails to provide payment details.

Orders are dealt with in order of date, oldest first.

Orders are packed when all items are available to complete them, payment is taken if still due, and orders are taken to the Post Office for dispatch or collected by Royal Mail or a courier. Customers are sent an email advising that their order has been COMPLETED. Emails contain tracking numbers for UK and international customers who have chosen Tracked Delivery.

Customers receive their orders. Delivery typically takes one day to a week in the UK for standard delivery, and two to four weeks for standard international delivery. Customers who have not received their orders within those times should contact Miniature-Heroes.

Customers check their orders and notify Miniature-Heroes within 14 working days if there are any errors, omissions or breakages. Miniature-Heroes takes great care when packing orders and mistakes are rare, but they do happen. Miniature-Heroes corrects errors and sends out replacements or missing items by standard delivery.

FIGURE VARIANTS

Pictures on the site may not show all possible variants for each item, and are not an indication of the exact variant mix supplied.

CONFIRMATION OF ONLINE ORDERS

Customers are sent written confirmation by email that their order has been received (the PROCESSING email). Confirmation that an order has been received does not constitute acceptance of that order. Miniature-Heroes reserves the right not to supply items where errors arise in the price, code or description in the shop, or if mail order customers provide insufficient payment. Miniature-Heroes reserves the right to decline such orders, and to decline orders that are not economic to make.

PayPal’s instructions to merchants do not form part of Miniature-Heroes orders processing system nor part of Miniature-Heroes contract with customers.

ORDERS PLACED BY EMAIL

Miniature-Heroes priority at all times is dealing with paid-for orders placed in the online shop. All other types of order are accepted at Miniature-Heroes discretion. These are dealt with only when there are no online orders left to process.

Please note that Miniature-Heroes does not to take orders by phone.

Miniature-Heroes cannot receive orders by fax, and will not take orders by messaging services or text.

Online discounts are available only to customers that place orders online.

CREDIT CARD ORDERS

Miniature-Heroes cancels and refunds any order if the issuing country of the credit card differs from the country in the cardholder’s address. Such transactions most commonly prove to be fraudulent.

CHANGING AN ORDER

Miniature-Heroes aims to dispatch orders with the least possible delay to customers, and one consequence of this is that there may be a limited opportunity to change an order once placed in the online shop. Customers should contact Miniature-Heroes as quickly as possible by email to request changes to an order.

Changes are limited to substituting items for another of equal or lower value. Miniature-Heroes will refund the difference if the item is of lower value.

Because Miniature-Heroes does not see or store customers payment details and cannot therefore charge for additional items, customers that want to add items to an order must instead place a new order or provide new payment details.

Please note that Miniature-Heroes may make a small administrative charge of 20p for additions to an order that come to less than £10.

DELIVERY TIMES

Most orders for which all items are already made or in stock are dispatched within seven working days of ordering, subject to delays resulting from holidays, sickness, or preparations for wargames shows. Working days exclude Saturdays and Sundays.

Orders are shipped in their entirety where possible, and dispatch of an order will usually be delayed if an item that is out of stock is expected to come back into stock in the near future. Should the customer wish to pay an additional delivery charge, orders may be split for dispatch. Please email Miniature-Heroes in order to request this.

A condition of delivery is that after dispatch an order may take up to 15 working days to arrive at an address in the UK, and up to 56 working days to arrive at an address outside the UK.

DELIVERY CHARGES

All delivery charges are non-negotiable.

The shopping cart calculates the appropriate delivery charge according to the total weight and volume of an order. Miniature-Heroes delivery charge is based on the standard rates set each year by Royal Mail for parcel weights, plus standard order costs (the fixed costs for each order).

Standard order costs include the cost of the mailing bag or box, posting labels and packaging, and the cost of getting orders to a post office or of having orders collected by Royal Mail.

Tracked or signed European or worldwide delivery uses the Royal Mail’s Tracked or Tracked and Signed services where possible. All standard delivery European or worldwide items over £ 25.00 are sent tracked or signed.

Customers that choose inappropriate delivery options for their location will have items removed from their order up to the cost of the required delivery charge.

Customers are liable for the full costs less the delivery charge, of re-delivering an item that they have failed to collect from a sorting office. Which has subsequently been returned to Miniature-Heroes by the mail service. Alternatively, Miniature-Heroes will cancel and refund such a returned order.

LOST PARCELS

In the rare event that an order goes astray in the post, we will replace or refund it without quibble if the order has been sent using tracked or signed delivery.

A customer whose order has been sent by standard delivery will be refunded in full if an order is lost in the post, and the original order will be cancelled. The order will need to be made again, this time choosing a tracked or signed delivery option. Miniature-Heroes may instead at its discretion replace small, low-value orders that are lost in the post.

CANCELLATIONS, RETURNS & REFUNDS

Customers within the UK and European Union (EU) have certain rights under the 2014 Consumer Contracts Regulations (distance selling regulations).

Customers within the UK and EU can change their mind and cancel or return an order starting from the moment they place an order up until 14 working days of receipt without giving a reason (working days are defined as Monday through to Friday and therefore exclude Saturday and Sunday). Miniature-Heroes will issue a refund within 14 working days of receiving a request for a refund.

Customers outside both the UK and the EU can change their mind and cancel or return an order starting from the moment they place an order up until 14 working days of receipt without giving a reason. Miniature-Heroes will issue a refund on the return of the order, or within 14 working days if an order is cancelled before dispatch.

Although customers do not have to give a reason for cancelling an order or returning items, they must obviously advise Miniature-Heroes that they wish to either cancel an order or return items so that Miniature-Heroes is aware of their wishes.

Our model form for an email or letter to cancel an order is simply to write: Please cancel my order, reference ORDER NUMBER, replacing ORDER NUMBER with the appropriate order number, which takes the form MH-xxxxxx-DDMMYY. There is no need to give a reason for the cancellation.

All customers must return goods supplied to them if they cancel an order and must return unwanted goods at their own expense. Customers must advise Miniature-Heroes within 14 working days of receipt of an order if they want to return items. Customers have 14 working days in which to return unwanted items; these 14 days are in addition to the 14 days within which a customer has a right to cancel. Failure to return goods leaves customers liable for the full cost of recovering the goods.

All customers are bound to take good care of goods they receive and to return unwanted items in good condition. Customers that do not return unwanted items in good condition are liable for the cost of such items.

After 14 working days of receipt goods legally become the property of the customer. After this time unless goods prove to be faulty there is no right of return for items that are no longer wanted. Customers must therefore advise Miniature-Heroes that items have been damaged in transit within 14 working days of receipt.

Distance selling regulations do not apply if a customer has bought the same or similar items before, or has examined or bought the same or similar items before in person, such as at a wargames show. In such circumstances consumer rights are limited to the replacement of faulty items only. EU distance selling regulations do not apply to customers outside the European Union, however, Miniature-Heroes uses them as the basis for dealing fairly with non-EU customers.

All goods are provided without a manufacturers warranty. For all customers, however, Miniature-Heroes will replace figures that are faulty (miscast or broken figures, or figures that exhibit severe mould slippage). Mould lines, vent metal, sprue, flash and slight mismatches between mould halves are not regarded as faults: they are unavoidable features of the spin-casting process, which is a cheap, imprecise means of reproducing items. Customers are expected to clean up spin-cast items with a file, snips or suitable blade to resolve such features.

Customers must advise Miniature-Heroes of faults in items within one month of receipt. Miniature-Heroes will replace without quibble an item that is identified and confirmed as faulty within one month of receipt.

Faulty figures or figures that are damaged in transit must be returned to Miniature-Heroes unless advised otherwise by Miniature-Heroes. Miniature-Heroes reimburses the cost of returning faulty items. If an item is returned to Miniature-Heroes because it has not been collected in time from the sorting office, Miniature-Heroes will cancel the order and make a full refund, unless the customer agrees to pay for the cost of redelivery.

If an item is returned to Miniature-Heroes because a customer does not wish to pay the appropriate duty and handling charges that are due on import to their country, that customer becomes liable for the original delivery costs of the order. Miniature-Heroes will cancel the order and make a refund less the cost of shipping.

MISSING OR WRONGLY SUPPLIED ITEMS

Customers must inspect their order within 14 working days of receipt. After 14 working days of receipt goods legally become the property of the customer and the customer is deemed to have accepted the order as complete. Customers should therefore advise Miniature-Heroes of any missing or wrongly supplied items within 14 working days of receipt to get the mistake corrected. Mistakes will not be corrected after 14 working days of receipt. Miniature-Heroes will replace without quibble any missing or wrongly supplied items within that time limit.

Miniature-Heroes marks items that are to follow on the receipt included in each order, and usually also duplicates that information in the email confirming dispatch of the order. Such items are not regarded as missing items, and they will be supplied as soon as stock becomes available.

Customers should note that orders may be photographed and weighed before dispatch to confirm those orders contents.

QUERIES & COMPLAINTS

If you have a query about your order, or in the unlikely event of a complaint, please contact us by phone +44 (0) 1279 813660. Alternatively, use the contact form provided on the website.

TRADEMARKS

Miniature-Heroes is a trademark.