Refund policy
Order Errors, Damages or Manufacturer Defects
Please inspect your order upon delivery to ensure that it has arrived in good condition and that all items are correct.
Any shortages, damage, incorrect items, or other order errors must be reported to us within 5 days of delivery. Reports made after this period may be more difficult for us to investigate with the carrier or supplier.
For manufacturer defects (such as missing runners or parts, or clear production faults), we may need to raise the issue with the manufacturer or supplier. Customers are advised to check all parts before starting assembly to ensure everything is present.
When reporting a defect, please provide clear photos and as much detail as possible so that we can review the issue and assist you as quickly as possible.
Important – Assembly and Part Damage
Parts that are damaged or broken during assembly are not automatically considered manufacturer defects. As model kits require cutting, fitting, and handling during the build process, damage may occur depending on the assembly method and tools used.
For this reason:
- Damage caused during assembly or handling is generally not eligible for replacement or refund
- Such cases are not normally accepted as manufacturer defect claims
However, if there is clear evidence that a part was faulty or defective at the time of supply, we will review the issue in line with our obligations under consumer law.
Any assistance provided outside of these circumstances is at our sole discretion as a goodwill gesture.
Returns Information
We hope you are happy with your purchase. However, if you change your mind, you have the right to return your order under the Consumer Contracts Regulations 2013.
You must notify us of your intention to return within 14 days of receiving your order. After notifying us, you have a further 14 days to return the goods.
Returned items must:
- be unused
- be in their original packaging
- be in a resaleable condition
Before returning an item, please contact us to submit a return request so that we are aware of the return. The return address will be provided once the return request has been approved.
Customers are responsible for the cost of return postage unless the item is faulty or incorrect. The customers are responsible for the condition of the goods until they are received by us. Items must be securely packaged. Any damage caused during return transit due to inadequate packaging may result in a reduction or refusal of refund.
We strongly recommend using a tracked shipping service with adequate compensation, as the customer remains responsible for the goods until they are received by us.
Refunds
Once we receive and inspect the returned item, we will process your refund within 14 days.
Refunds will be issued to the original payment method used for the order.
The refund will include:
- the cost of the item
- the cost of standard delivery
If you selected a premium or express delivery option, we will only refund the equivalent standard delivery cost.
Return shipping costs are non-refundable, unless the item is faulty or incorrect.
Cancellations
Orders may be cancelled at any time before dispatch.
Once an order has entered the shipping or fulfilment process, it can no longer be cancelled but may still be returned in accordance with the Returns Information section above.
Cancelled items or orders cannot be reinstated. Customers will need to place a new order if they wish to purchase the items again.
We reserve the right to limit or close accounts where customers repeatedly abuse the cancellation policy or repeatedly place orders without completing payment.