Refund policy

Refund & Return Policy

1. Right of Cancellation (14-Day Cooling-Off Period)

Under the UK Consumer Contracts Regulations, you have the right to cancel and return your order within 14 days of receiving your items without providing a reason.

  • Notification Window: You must notify us of your intent to return within 14 days of delivery.

  • Return Window: Once notified, you have a further 14 days to post the item back to us.

2. Item Condition Requirements for Scale Model Kits

Due to the collectible and delicate nature of plastic model kits, aftermarket accessories, and hobby supplies, returned items must meet the following conditions to qualify for a full refund:

  • Unopened & Unassembled: The kit box must be in its original condition. If the kit was originally sealed in outer shrink-wrap or sealed with manufacturer tape, this seal must remain intact.

  • Internal Runner / Sprue Bags: All internal plastic sprues and runner bags must remain sealed. Once internal bags are opened, cut, or sprues are detached from frames, the kit cannot be resold as new, and a partial refund or rejection will apply.

  • Included Components: All original decals, photo-etched parts, resin pieces, clear parts, and instruction booklets must be returned intact and undamaged.

  • Aftermarket & Paint Items: Paints, cements, thinners, photo-etched detail sets, and decal sheets must be completely unused and sealed.

3. How to Initiate a Return

  1. Contact Us: Email filbysfsm@gmail.com with your Order Number, the product name, and the reason for return.

  2. Authorization: We will issue a Return Merchandise Authorization (RMA) along with the correct return shipping address.

  3. Packaging: Securely pack the item in a sturdy outer box with adequate protective wrapping. Do not attach shipping labels or tape directly onto the original kit box.

  4. Dispatch: Send the parcel back using a tracked postal or courier service. Retain your proof of postage.

4. Return Shipping Costs

  • Customer Responsibility: Unless an item is faulty, incorrect, or damaged upon arrival, you are responsible for paying the return postage costs.

  • Recommended Service: We strongly recommend using a tracked service with insurance coverage matching the value of the kit, as we cannot accept responsibility for items lost or damaged during return transit.

5. Missing Parts, Faulty Kits & Manufacturer Defect Support

We understand that missing sprues or defective moldings can occasionally happen during kit production.

  • Missing / Defective Parts: If your kit is missing a part, has mismolded plastic (short-shots), or missing decal sheets upon opening, please contact us within 30 days at filbysfsm@gmail.com with photographs of the kit and the instruction manual page indicating the affected part number.

  • Resolution: Depending on availability, we will work directly with the manufacturer or UK distributor to dispatch replacement sprues to you, issue a partial refund, or accept a full return for a replacement/refund.

6. Damaged Parcels in Transit

If your outer delivery box arrives severely crushed or damaged:

  • Please take clear photos of the damaged outer packaging and the affected kit box immediately.

  • Report the damage to us within 48 hours of delivery so we can process a carrier claim and arrange a replacement or refund for you.

7. Refund Processing

  • Once your return is received and inspected at our warehouse, we will notify you via email of the approval or rejection of your refund.

  • Processing Time: Approved refunds will be processed back to your original payment method (Credit Card, PayPal, Apple Pay, etc.) within 3 to 5 business days.

  • Original Shipping Costs: Standard outgoing delivery fees will be refunded for full order cancellations made within the statutory 14-day window. Express delivery surcharges beyond standard delivery rates are non-refundable.

8. Non-Returnable Items

  • Gift cards.

  • Opened paints, cements, thinners, or liquid chemical solvents.

  • Digital downloadable manuals or gift vouchers.

  • Products where internal plastic sprue bags have been opened or parts detached.