Returns
How do I cancel an order?
Click here to cancel an order.
If your order has already dispatched, we will provide you with a returns address and a full refund will be processed within 3 working days of your order having been returned and received by us in a resalable condition.
You may also choose to exchange the goods for Games Workshop Virtual Gift Vouchers of the same value.
Please click here for full terms and conditions
Lifetime Returns and Exchanges
Our Promise
If your miniature is faulty or missing components when you open it we will replace the miniature or component where practical.
Additionally, if you want to exchange a current range miniature that you bought directly from us (online or in store) and have proof of purchase, we’ll exchange it.
Our promise is above and beyond your statutory rights, which are unaffected. See below for details and conditions.
Exchange or Replacement
If you have purchased a product from us and it is faulty or is missing parts when you open it, we will exchange or replace the part. We’ll need your proof of purchase and proof of defect must be provided on request.
We will then confirm if you are entitled to a refund or replacement. Please contact Customer Services at uk.custserv@gwplc.com about faulty products. We’ll refund you any reasonable shipping costs of returning the item. If in doubt, contact us to check your shipping method will be covered.
Please click here to read our full returns policy in our Terms and Conditions.
Can I return an order or item?
Returns
If for any reason at all, you're not satisfied with a purchase from us, you can return it to us for a refund, or exchange it for something else.
Within 14 days of receiving the product - All we ask is the product still be in saleable condition and that you have your proof of purchase.
Over 14 days after receiving the product - Product must still be in saleable condition, must still be part of the current range and you need your proof of purchase.
Just contact our Customer Service team at au.custserv@gwplc.com with your order number, they will take care of this for you as quickly and simply as possible. A full refund will be processed within 3 working days of your purchase having been returned and received by us in a resalable condition. We’ll refund you any reasonable shipping costs of returning the item. If in doubt, contact us to check your shipping method will be covered. You can alternatively return the products to a GW store instead of shipping them back to us.
You also have the choice to exchange the goods for Warhammer Virtual Gift Vouchers of the same value.
Some products are excluded from our returns, cancellations and exchange offer – see the FAQ below and our Terms and conditions for the full returns policy. This returns policy is for end customers only, trade accounts are referred to GW trade terms for returns.
Returns FAQ
How long do you have to claim?
We strongly recommend that you open and check you are happy with your products as soon as they arrive, however we do accept returns over 14 days after purchase in the following situations:
For faulty products, if you provide proof of purchase and proof of defect on request;
For non-faulty products if the product is part of the current range, in saleable condition and you provide proof of purchase.
What is the “current range”?
On sale on warhammer.com at the point you return it
What is “saleable condition”?
Packaging in very good condition
All components included and still on the sprue
Cellophane is not required, so no problem if that has been removed
Which products are excluded?
The following types of products are excluded from our offer for returns and cancellations unless they are faulty:
Digital products
Made to Order, Print on Demand or other tailored products
Limited edition products bought in person at a GW Warhammer Store or GW Event, including event only, store exclusive, limited edition, special edition, or equivalent products.
What counts as a purchase from GW?
A purchase “from us” is a purchase direct from a GW Warhammer store or from warhammer.com (or legacy orders from games-workshop.com or forgeworld.com). Our Promise, and our Returns Policy do not apply to purchases from elsewhere. If you purchased from elsewhere, you will need to approach the seller to resolve your returns, cancellations or exchanges in line with their own policies.
