Scale Model Shop – Delivery & Returns Policy

Satisfaction Guarantee

We want you to be fully satisfied with your purchase. If you are unhappy with a product you have bought from us, please contact us as soon as possible. We offer a 14-day return and refund period in accordance with UK consumer law.

Your Right to Cancel (Consumer Contracts Regulations)

You have the legal right to cancel your order within 14 calendar days from the day you receive your goods. To exercise this right, you must notify us in writing. Submitting a request through our RMA form is considered valid notice:
https://www.scalemodelshop.co.uk/rma/.

After cancelling, you must return the goods to us within 14 days. Refunds will be issued within 14 days of either receiving the goods or receiving proof that they have been sent back, whichever occurs first.

Returns & Refunds

• You may return a product within 14 calendar days of delivery, provided it is:
  • In its original, unopened and undamaged packaging
  • Unused and in a resaleable condition
  • Returned with all original parts, accessories, decals, sprues and inserts
  • Accompanied by valid proof of purchase
• Items returned that have been opened, used, damaged, or are missing components may be subject to a lawful deduction from any refund to reflect the loss of value, as permitted under consumer law.
• Refunds include the product price and, where legally required, the cost of standard delivery. Enhanced or upgraded delivery services are not refundable.
• You must complete our returns form before sending anything back:
  Return Request (RMA Form)

Items Excluded from Return Unless Faulty

The following items cannot be returned under the 14-day cancellation right unless faulty or misdescribed:

• Opened paints, glues, solvents, aerosols, fillers, varnishes, resins, or any opened liquid/chemical product
• Items that have been used, part-assembled or modified
• Digital products once downloaded or accessed
• Special-order items obtained specifically at the customer’s request

Faulty, Damaged or Misdescribed Goods (Consumer Rights Act 2015)

If goods arrive damaged, faulty, or not as described, you are entitled to a repair, replacement, or refund. Faults must be reported within a reasonable time after delivery, preferably within 48 hours, through the RMA form.

We may request photographs to verify the issue. If the problem is confirmed, we will provide the appropriate remedy and will cover reasonable return costs or issue a prepaid label.

Partial Refunds

Partial refunds may apply if:

• The item shows signs of use or handling beyond what is reasonable for inspection
• The item is not returned in its original condition
• Components or accessories are missing

Warranty & Final Sale Items

Final sale items are non-refundable unless defective. All products include a 12-month warranty against manufacturing defects.

• Within 28 days: We provide a return label and will replace the item.
• After 28 days: You must return the item at your cost; we will repair or replace it and cover the return postage. If repair or replacement is not possible, we will issue store credit for the item’s value.

Gifts

If the item was purchased as a gift and sent directly to you, we may issue gift credit upon return. Otherwise, refunds are issued to the original purchaser only.

Return Shipping Responsibilities

• For change-of-mind cancellations, the customer is responsible for return postage.
• For faulty, damaged or incorrect items, we will cover reasonable return shipping costs once confirmed.
• Until the goods reach us, they remain your responsibility. A tracked service is recommended for higher-value items.

Late or Missing Refunds

If you have not received your refund:

• Check your bank or card account again
• Contact your bank or card provider
• If unresolved, email accounts@scalemodelshop.co.uk

Delivery Information

Note: Working days are Monday to Friday. Delivery times are not guaranteed and may be affected by courier delays.

Free Delivery Terms

• Applies to orders over £60 under 2kg within Royal Mail size limits
• Orders £60–£99.99 that include aerosols, hazardous items or oversized goods may incur a delivery charge
• Orders over £100 qualify for free delivery to selected mainland postcodes

Oversized or hazardous goods cannot be shipped to Northern Ireland, Isle of Man, Isle of Wight or Scottish Highlands/Islands and are excluded from free delivery.

Postcodes excluded from DPD free or standard mainland delivery:

• Scottish Highlands – AB36-38, FK17-21, IV1-39, IV52-54, IV63, KW1-14, PA21-40, PA80, PH19-26, PH30-41, PH49-50
• Scottish Islands – HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA41-49, PA60-78, PH42-44, ZE1-3

Royal Mail Local Collect – How to Collect Your Item

If you have been sent a notification containing a QR code or PIN, you can present this at your chosen Royal Mail collection point to collect your item.

If you do not have a QR code or PIN, you will need to collect the item using valid identification as detailed below.

Identification Requirements

To keep your mail secure, Royal Mail requires proof of identification before releasing any item through the Local Collect service.

Please ensure you bring:

• The SMS or email notification confirming your item is ready for collection
  (Without this, Royal Mail cannot release the item.)
• AND one of the following forms of ID matching the name on the addressed item:

• Credit or debit card
• Bank or building society cheque/savings book
• Valid passport
• Driving licence
• NHS medical card
• Photo ID card (foreign national, military, police warrant, Royal Mail employee, NHS or senior citizen bus pass)