Refund policy

This Refund Policy covers everything you can buy from Last Paint Drop Studio through this website: STL digital files (including the Modular Hobby Plate system) and painting commissions. It's a plain-language summary of the refund terms already set out in my Terms & Conditions, kept here as its own page so it's easy to find.

None of this affects your statutory rights as a consumer under UK law.

Digital Files (STL Files)

STL files are delivered electronically, and your download starts right after purchase. Because access begins immediately, digital file purchases are non-refundable once delivered, and by buying a digital file you agree that the standard 14-day change-of-mind right (which applies to physical goods) does not apply here.

The one exception: if a file is genuinely faulty, meaning corrupted, unusable, or not what it was described as, I'll locate the issue and send you a corrected file. A refund for a digital file is only offered where a fix genuinely isn't possible, see Faulty or Misdescribed Items, below.

There are no physical returns for digital products: there's nothing to send back.

Painting Commissions

A 50% deposit secures your commission. You have 48 hours from paying your deposit to change your mind for a full refund; after that, the deposit is non-refundable, because it reserves a slot I could otherwise offer someone else.

Once I've begun painting, the commission is a bespoke, made-to-order piece created specifically to your brief. Custom-made goods like this are exempt from the standard 14-day change-of-mind right, so there's no refund for a change of mind once work is underway.

If I decline or cancel a commission at any point, for any reason, I'll provide a full refund.

This doesn't affect your right to a remedy if the finished piece is genuinely faulty or not as agreed, see Faulty or Misdescribed Items, below.

Faulty or Misdescribed Items

None of the limits above affect your legal rights as a UK consumer. If something I've sold you, digital or a commission, is faulty, not as described, or not fit for purpose, I'll do my best to put it right. For a faulty or corrupted digital file, that means finding the issue and sending you a corrected file, my first step every time. A refund is only offered as a last resort, where a fix or replacement genuinely isn't possible.

This doesn't cover 3D printing outcomes on files you've printed yourself: how a print turns out depends on your own printer, settings, filament, and skill, all outside my control. It covers the file itself, for example a corrupted file, a design that doesn't match its description, or missing content.

How Refunds Are Paid

Approved refunds go back to your original payment method. Once I've issued it, your bank or card provider usually takes 5–10 business days to show it in your account, that part's outside my control.

I aim to respond to every refund request within 3 business days of hearing from you.