Refund policy

Effective June 19, 2026

Refund, Return, Cancellation, and EU Withdrawal Policy

This policy explains how BW Terrain & Forge handles refunds, returns, cancellations, damaged items, digital downloads, made-on-demand products, custom products, and EU withdrawal requests.

If you have a problem with your order, contact us at bwterrainforge@gmail.com. Please include your order number and photos if the item is damaged, defective, incorrect, incomplete, or lost.

EU Right of Withdrawal

EU customers may have a 14-day right of withdrawal for eligible online purchases.

To submit a withdrawal request where this right applies, use our withdrawal request page:

Withdraw from contract here

Submitting a withdrawal request does not automatically confirm cancellation, refund, or return eligibility. BW Terrain & Forge will review the request based on product type, order status, production status, digital access status, customer approval status, vendor sourcing status, vendor submission status, and applicable policy.

Some products may be excluded from withdrawal once digital access has started, customer approval has been given, vendor sourcing has begun, production has started, or the order has been submitted to a production partner.

Digital STL Files and Digital Downloads

STL files, PDF files, ZIP files, graphics packs, and other digital downloads are non-tangible digital products.

Digital products may be available immediately after purchase through the order download page, download email, or digital delivery interface.

If you selected or received immediate digital access, and download access has started, the digital portion of your order may no longer be eligible for cancellation, refund, return, or withdrawal.

If you have trouble accessing a digital file, contact us at bwterrainforge@gmail.com with your order number so we can help.

Grey Resin Prints

Grey resin printed model parts are produced on-demand through our production partner after the customer selects the print/material option.

Current production turnaround is usually 4–6 weeks before shipping. This does not include shipping time.

Withdrawal or cancellation requests for grey resin print orders will be reviewed based on whether the order has already been submitted to the production partner, entered production, shipped, or otherwise become non-cancellable.

Grey resin print orders are not returnable simply because the customer changed their mind, no longer wants the item, ordered the wrong item, selected the wrong material, or does not like the product after it is produced.

SPEEDY Resin

SPEEDY Resin is a custom concierge production service.

BW Terrain & Forge researches faster production options based on the customer’s location, contacts a vendor, gets an estimated cost and turnaround time, and contacts the customer for approval before moving forward.

The initial SPEEDY Resin service fee covers the sourcing and concierge work. Additional production costs may be added to the order after the customer confirms the proposed vendor cost and turnaround time.

Because SPEEDY Resin is handled specifically for the customer’s order, cancellation or withdrawal rights may be limited once vendor sourcing, customer approval, payment adjustment, or production submission has begun.

SPEEDY Resin orders are not returnable simply because the customer changed their mind after vendor sourcing, approval, payment adjustment, or production submission has begun.

Gaming Mats

Gaming mats are custom-made per customer order.

BW Terrain & Forge sizes the mat based on the customer request, creates the requested grid overlay, prepares a sample for customer approval, and submits the approved design to the production vendor.

Once the customer approves the mat design and the order is submitted to the printer, cancellation or return may not be possible unless the item is damaged, defective, incorrect, lost, or otherwise covered by the production issue policy.

Custom gaming mats are not returnable simply because the customer changed their mind after approval, no longer wants the item, entered the wrong specifications, or does not like the approved design after production.

Damaged, Defective, Incorrect, Incomplete, or Lost Orders

This policy does not limit your rights for damaged, defective, incorrect, incomplete, or lost items.

If an item arrives damaged, defective, incorrect, or incomplete, contact BW Terrain & Forge at bwterrainforge@gmail.com with your order number and photos of the issue.

Depending on the issue, we may offer a replacement, corrected item, reshipment, store credit, or refund. Some production partners may require photos, return of the item, or confirmation of the issue before a replacement or refund can be processed.

If a package is lost in transit, contact us with your order number so we can review the tracking information and work with the production partner or shipping carrier.

Return Shipping

Do not send products back without contacting BW Terrain & Forge first.

If a return is required for a damaged, defective, incorrect, incomplete, or non-conforming item, we will provide instructions. Unauthorized returns may not be accepted.

If a return is approved for an eligible withdrawal request, the customer may be responsible for return shipping unless applicable law requires otherwise or BW Terrain & Forge confirms a different arrangement in writing.

Customer Error

BW Terrain & Forge is not responsible for customer errors such as ordering the wrong product, selecting the wrong material, entering the wrong shipping address, failing to check email, failing to approve a custom sample, or failing to review product descriptions before purchase.

If you notice an error, contact us immediately at bwterrainforge@gmail.com. We will help if possible, but changes may not be possible once digital access has started, vendor sourcing has begun, production has started, customer approval has been given, or the order has been submitted to a production partner.

Refund Timing

If a refund is approved, it will be processed back to the original payment method where possible.

Processing times may vary depending on your payment provider, bank, card issuer, or payment method.

Digital Product License and Use

Except where otherwise stated, BW Terrain & Forge digital products are provided for personal, non-commercial use only.

You may download, print, and use the files for your own personal hobby projects.

You may not resell, redistribute, share, upload, publish, license, transfer, modify for resale, or sell digital files purchased from BW Terrain & Forge.

You may not sell physical prints made from BW Terrain & Forge digital files unless you have written commercial permission from BW Terrain & Forge.

Violation of these terms may result in account restrictions, cancellation of access, takedown requests, or legal action.