Scale Model Shop Refund and Returns Policy
Delivery & Returns
We offer a full money back guarantee on all purchases made on our website, but under certain conditions. We invite you to read the conditions explained in more detail below, in order to see the condition that applies to your situation, while following the correct procedure.
lf you are unhappy with the product that you have purchased from us, please let us know.
Our Returns Refunds Policy gives you 14 days to return or exchange an article purchased online with a valid receipt.
After the 14 day period, we cannot offer you a refund or exchange. We encourage our customers to try the product in the first 14 days after their purchase to ensure it meets your needs.
lf your request is approved, your refund will be processed, and a credit will automatically be applied to your credit card or original payment method within 14 calendar days. lf you have paid for the standard delivery of the goods, the cost of standard delivery will also be refunded, if you have paid for a faster shipping method you be refunded for only the standard delivery cost (Tracked 48)
- ln some cases, only partial refunds are granted (if applicable*):
- Products must be in their unopened original packaging
- *Products with obvious signs of use;
- *Any article that is not in its original condition, is damaged or missing parts for reasons that are not due to our error; and
- *Any article returned more than 14 days after delivery will be subject to a product price only refund.
Late or missing refunds (if applicable)
lf you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
lf you’ve done all of this and you still have not received your refund yet, please contact us at
Final Sale items
We do not offer refunds for final sale items, unless they are defective. All our products come with a standard 12 months warranty, if the item should develop a fault within 28 days of purchase we will provide you with a returns label, once we have it back we will replace it with a new item. If a fault develops after 28 days we operate a return to base warranty, the item must be returned to us at your own cost, we will either repair or replace, in the event we no longer stock the item you will be issued with a store credit to the value of the item, we will cover the cost of returning the item
Exchange (if applicable)
We only replace articles if they are defective or damaged. lf you need to exchange an article for the same article, please send us an email at firstname.lastname@example.org and post your article to:
Scale Model Shop Ltd
White Rose Mill
with your contact details, order number and the reason for your return.
lf the article wasn’t marked as a gift at the time of purchase, or if the if the customer has had the order shipped to you later, we will send a refund to the customer and they will be informed of your return.
Right of cancellation
In addition to our Returns & Refund Policy, you have the right to cancel your contract with us and receive a full refund within 7 calendar days of receiving your order.
To exercise your right to cancel the contract you must request a refund in writing within 14 calendar days of receipt of the articles. The refund will include all standard delivery charges paid. You will be responsible for the return shipping cost of a cancelled order. To exercise your right of cancellation.
We will refund you the price paid for the articles and (unless you have not paid for the delivery) the delivery charges you have paid up to a maximum amount of the cost of our standard delivery (Tracked 48)
You will be refunded according to your original payment method within 14 calendar days of receipt of the returned articles
Free Delivery over £60*
Royal Mail Tracked (Standard) (£3.89)
Royal Mail Tracked (Express) (£5.50)
Free – 2-6 Working Days
** Limited to maximum weight of 2kg
*Free delivery is subject to restrictions, orders between £60-£99.99 containing products that can not be shipped with Royal Mail e.g. aerosols, large quantity of flammable products or over maximum size and weight allowed by Royal Mail will not be sent free and are subject to a carriage charge, Orders over £100 are not subject to restrictions.