Refund policy

Returns Policy

We want you to be happy with your purchase, but please read the following carefully before returning any items.

Change of Mind Returns

If you no longer want an item, you may return it under the following conditions:

  • You must contact us within 14 days of delivery to request a return

  • The item must be unused, unopened, and in original condition

  • Model kits must still be factory sealed where applicable

  • Paints, glues, and consumables must be unopened

Return postage is the buyer’s responsibility.
Items are returned at your own risk and cost, and we strongly recommend using a tracked service, as we cannot be responsible for items lost or damaged in transit back to us.

Refunds are issued once the item is received and inspected.

Items That Cannot Be Returned

For hygiene, safety, and resale reasons, we cannot accept returns of:

  • Opened paints, chemicals, glues, or weathering products

  • Opened electrical components (LEDs, wiring, etc.)

  • Items that have been started, assembled, or modified

Faulty or Incorrect Items

If your item is faulty, damaged in transit, or incorrect, please contact us within 48 hours of delivery with photos.
In these cases, we will arrange a suitable resolution and you will not be responsible for return postage where the issue is confirmed.

Condition on Return

Items must be returned in a condition suitable for resale. Returns may be refused or partially refunded if:

  • Parts are missing

  • Packaging is heavily damaged

  • The item shows signs of use or assembly


Damages and issues 

We take great care in packaging all items to ensure they arrive safely. However, if your order arrives damaged, please follow the steps below so we can resolve the issue quickly.

1. Report within 48 hours
Please contact us within 48 hours of delivery if your item has arrived damaged.

2. Photos are required
To process a claim, we will need clear photos of:

  • The damaged item

  • The packaging (including any outer box or envelope)

  • The shipping label
    This helps us claim against the carrier and resolve your issue faster.

3. Do not dispose of packaging
Please keep all original packaging and contents until the issue is resolved, as the courier may request inspection.

4. Resolution options
Once we’ve reviewed the evidence, we will offer one of the following:

  • A replacement (if stock is available)

  • A partial refund (for minor damage, if acceptable to you)

  • A full refund upon return of the item

5. Model kit & hobby item note
Minor packaging wear (small dents, soft corners, or light scuffing to outer boxes) may occur in transit and is not considered damage if the kit, parts, or contents inside are unaffected.

6. Incorrect use or assembly damage
We cannot accept responsibility for damage caused during assembly, modification, or misuse of the product.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@modellingsupplies.co.uk.