Refunds and returns

Two kinds of order

We sell two things, and the rules differ. Ready-made models are the items listed in our shop, printed to our own design or stock. Custom prints are parts made from a file you sent us through a quote. Our terms of service have the full detail; this page is the short version.

Changed your mind: ready-made models

You can cancel an order for a ready-made model for any reason from the moment you order until 14 days after it is delivered. Tell us within those 14 days: email to [email protected] is easiest, with your order number if you have it, or use the cancellation form at the bottom of this page. Then post the item back to us within 14 days of telling us; we give you the return address when you get in touch. You pay the return postage unless the item is faulty or not what you ordered. We refund the price you paid, including the standard delivery charge, within 14 days of receiving the item back, or of you showing us proof of postage if that is sooner. If an item comes back used or damaged beyond checking it over, we may reduce the refund to cover the loss in value.

Changed your mind: custom prints

You can cancel a custom print any time before we start printing it and we refund everything you have paid, including any deposit. Once printing has started we cannot cancel it, because the part is made to your order and has no other use. This is the “goods made to your specification” rule in the Consumer Contracts Regulations 2013.

Faulty, damaged or not as described

This applies to both kinds of order. If what you receive is faulty, damaged, or not what was agreed, email us with a photo and your order number. Within 30 days of delivery you can choose a full refund or a free replacement or reprint. After 30 days we will replace or reprint first, and refund you, or give you a partial refund if you keep it, if that does not fix it. We cover return postage for anything faulty, and we deal with the courier ourselves if a parcel arrives damaged. These are your rights under the Consumer Rights Act 2015 and nothing here reduces them.

How refunds are paid

Refunds go back to the card or account you paid with: within 14 days of us agreeing a refund for a fault, or as set out above for a change of mind. Your bank or PayPal may take a few more days to show it.

Business customers

If you bought for a business, the 14-day change-of-mind right does not apply. We will still replace, reprint or refund anything that does not match the agreed quote or the shop listing.

Questions

Email [email protected] and we will reply within two working days.

Cancellation form

You only need this if you want to cancel a ready-made model order. Copy it into an email to [email protected], or write the same in your own words.