At Model Craft Shop, we take pride in delivering high-quality model kits and accessories to enthusiasts worldwide. We understand that sometimes you may need to return or exchange an item, and we’ve made the process as straightforward as possible for our community of model builders and collectors.

Our Returns Policy

We accept returns within 15 days of receiving your order. To be eligible for a return:

  • The item must be unused and in its original packaging
  • All original parts and accessories must be included
  • The item must be in the same condition as when you received it

Important Note: Due to the delicate nature of some specialist items, we cannot accept returns on:

  • Opened balsa wood kits (due to material fragility)
  • Assembled or started model kits (plastic, architectural, or matchstick kits)
  • Custom-ordered or special request items
  • Clearance/sale items marked as “final sale”

How to Initiate a Return or Exchange

Follow these simple steps to process your return or exchange:

  1. Contact Us: Email our customer service team at [email protected] within 15 days of receiving your order. Please include:
    • Your order number
    • The item(s) you wish to return/exchange
    • The reason for return
    • Whether you prefer a refund or exchange
  2. Receive Authorization: We’ll respond within 2 business days with a Return Merchandise Authorization (RMA) number and return instructions.
  3. Package Securely: Carefully repackage the item in its original packaging with all included materials. Include a copy of your order confirmation.
  4. Ship Back: Send the package to our address at:
    Model Craft Shop Returns
    24 Smithfield Rd
    St. Asaph, GB CH8C 1ZU
    We recommend using a trackable shipping service as you’re responsible for the item until it reaches us.

Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). For exchanges, we’ll cover the cost of shipping the replacement item to you.

Refund Processing

Once we receive and inspect your return:

  • We’ll notify you of the approval or rejection of your refund
  • Approved refunds will be processed within 5 business days
  • Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Please allow 7-10 business days for the refund to appear in your account, depending on your financial institution

Exchange Processing

For exchanges:

  • We’ll process your exchange as soon as we receive your return
  • You’ll receive a confirmation email with tracking information when your replacement ships
  • Standard shipping times apply (10-15 days for DHL/FedEx, 15-25 days for EMS)

Damaged or Defective Items

If you receive a damaged or defective item (such as a broken die-cast model or incomplete plastic model kit):

  1. Contact us immediately at [email protected] with photos of the damage
  2. We’ll arrange for a replacement or refund at no additional cost to you
  3. In some cases, we may request return of the damaged item for quality control purposes

Return Request Template

Subject: Return Request – Order #[Your Order Number]

Dear Model Craft Shop Team,

I would like to request a [return/exchange] for my recent order (#[Your Order Number]).

Item(s) to return: [Product Name(s) and Quantity]

Reason for return: [Please specify]

Preferred resolution: [Refund to original payment method / Exchange for (specify product)]

Please let me know the next steps to complete this process.

Thank you,

[Your Full Name]
[Your Email Address]
[Your Shipping Address]

Questions?

Our dedicated customer service team is here to help with any questions about returns, exchanges, or our specialist products. Contact us at [email protected] and we’ll respond promptly.

Please note: This policy applies to all orders shipped globally, except for customers in excluded Asian and remote regions. Policy last updated: [Insert Date]