Refund policy

Return & Refund Policy Last Updated: August 16, 2026

Collector's Guarantee Obsidian Guild Studios stands behind every piece we produce. If something is not right with your order, we will work with you to make it right. Please review this policy before placing an order.

Made-to-Order Nature of Our Products Every collectible produced by Obsidian Guild Studios is crafted exclusively after your order is placed. Because production begins upon purchase, our return and cancellation policy reflects the bespoke nature of our work.

Cancellation Window If you need to cancel your order, you must contact us within 24 hours of purchase at support@obsidianguildstudios.com. Once production has begun, cancellations are no longer possible. For Hand-Painted Commissions, please see the Commission & Deposit section below.

Eligibility for Returns We accept return requests within 14 days of confirmed delivery. To be eligible, the item must be:

    • Unassembled and in its original condition
    • In original packaging with all included components (certificate of authenticity, assembly guide, care guide)
    • Accompanied by proof of purchase
    • Shipped back within 7 days of return approval

Items that have been assembled, painted, modified, or damaged after delivery are not eligible for return.

How to Request a Return Contact us at support@obsidianguildstudios.com with your order number and a description of the issue. Do not ship items back without prior authorization — unauthorized returns will not be accepted.

If your return is approved, we will provide return shipping instructions within 2 business days. Return shipping costs are the responsibility of the collector unless the item is defective or incorrect.

Damaged, Defective, or Incorrect Items Please inspect your order upon receipt. If your piece arrives damaged, defective, or is not what you ordered, contact us immediately at support@obsidianguildstudios.com with photos of the item and packaging.

We will evaluate the issue and resolve it in the following order of preference:

    1. Replacement parts shipped at no cost
    2. A replacement piece produced and shipped at no cost
    3. A full refund to your original payment method

Non-Returnable Items The following are not eligible for return:

    • Items that have been assembled, painted, or otherwise modified
    • Commissioned or custom-scaled pieces (see Commission & Deposit section below)
    • Digital files or downloadable content
    • Gift cards

Commission & Deposit Policy Hand-Painted Commission orders require a non-refundable deposit to secure your position in the painting queue. If you cancel a commission:

    • Before production begins: your deposit is forfeited; the remaining balance is not charged
    • After production begins: no refund is available as materials and labor have been committed

Due to the individualized nature of Hand-Painted Commissions and Masterwork Series pieces, resolution of defective or damaged items may require additional time beyond our standard timelines. We will communicate an estimated resolution timeline upon receipt of your claim.

Exchanges Due to the made-to-order nature of our production, direct exchanges are not available. If you wish to receive a different item, please initiate a return (if eligible) and place a new order separately.

Refunds Once your return is received and inspected, we will notify you of the approval decision within 3 business days. Approved refunds are issued to your original payment method within 10 business days. Please allow additional time for your bank or card issuer to process the credit.

If more than 15 business days have passed since your refund was approved, contact us at support@obsidianguildstudios.com.

International Returns Return shipping costs for international orders are the responsibility of the collector, including any customs duties, taxes, or brokerage fees incurred during the return shipment. Obsidian Guild Studios is not responsible for items lost or damaged during return transit. Collectors are encouraged to use a tracked, insured shipping service for all returns.

If an international return is subject to import duties or taxes upon re-entry, those charges are the collector's responsibility unless the item is defective or incorrect.

European Union — 14-Day Right of Withdrawal If your order is shipped to the European Union, you have the statutory right to cancel or return your order within 14 days of delivery, for any reason and without justification, as required by EU consumer law. This right applies regardless of the made-to-order restrictions stated above. The item must be returned in its original, unassembled condition with all original packaging and proof of purchase. Return shipping costs are the collector's responsibility unless the item is defective.

Nothing in this policy limits rights or remedies that cannot legally be waived under applicable consumer-protection law.

Related Policies This Return & Refund Policy should be read together with the Obsidian Guild Studios:

    • Production & Shipping Policy
    • Terms of Service
    • Privacy Policy
    • applicable product-page disclosures; and
    • any additional commission or customization terms presented before purchase

Contact For all return, refund, and commission inquiries: Email: support@obsidianguildstudios.com

Please include your order number when contacting us regarding an existing order. We aim to respond within 1–2 business days.