Returns & Refunds
This section of our policy applies to non-personalised items only.
See Personalised Order Returns Policy for any items that have personalised text or have been assembled to your specifications.
Thanks for purchasing products from Build Me Mini. We’re sorry you’re considering a return ☹️ But don’t worry – we can help. In the unlikely event that you are unsatisfied with the products you have ordered, you may return your non-personalised items in the original state that you received them for a full refund to the value of the goods purchased.
You have 14 days to return the items and can be sent to HeartCo, PO Box 2203, Shoreham By Sea, West Sussex, BN43 9FR. We will refund you for any postage paid at the basic rate. Additional postage costs may not be covered. Though it is worth noting that if you choose to send your item via untracked and uninsured delivery, we will not cover the cost of the returned items that are lost in the post. It will be the customers’ responsibility to claim via the postal method they chose in these cases.
Please note that our team of professionals will inspect the returns upon receiving them and check that they are still in the condition in which they were originally sold. The product must be in the same condition that you receive it and undamaged in any way. If they are not, we may not be able to offer a refund and cannot refund postal costs.
Refunds and Times
Upon a successful return, we will issue you with a refund via PayPal or Stripe (the original method of payment used at the time of purchase). Credentials for the PayPal account or Card Details are not managed by Build Me Mini and it is the responsibility of the customer to ensure that they have access to the account the refund will appear in. You can contact PayPal for any issues that arise through the PayPal UK website. Or, if you paid by card (using Apple Pay, Android Pay or other card payment method), please contact us directly and we will do our best to assist you with an update on your refund process.
This process will be actioned within 2 working days of receiving the return and the refund paid to the original payment source usually within 14 days – although this will depend on PayPal or Stripes terms and conditions.
Sadly, if the product is damaged in any way, or you have initiated the return after 14 calendar days have passed, you will not be eligible for a refund.
Personalised Items Returns Policy
Due to the nature of our personalised products, we are sadly not able to offer a refund, unless the item faulty. We will always do our best to ensure the personalised item is as close to what is possible and do offer a proofing service to ensure you’re happy before dispatching. If any item of the the order is faulty, we offer a refund for the individual faulty element of the order or a replacement free of charge.
Our personalised items returns policy is in line with the UK Government Law, viewable here: https://www.gov.uk/accepting-returns-and-giving-refunds, with special attention to the Personalised items section of the page).
We offer proof photos prior to dispatch to ensure the customer is happy with the figure that has been assembled. One it has been accepted, it will be dispatched and cannot be returned or refunded. If an amicable agreement regarding the creation of the figure cannot be reached prior to proof confirmation, a partial refund may be available which will take into account the time and effort put into the creation of the figure up to that point in the process.
If a customer opts out of the proofing process, we they also opt out the ability to feedback or request changes to their personalised item included within the original cost. However, they may request additional parts to be dispatched to them at an additional cost.