REFUND POLICY
Made-to-order & Custom Items
Most of our products are made to order or custom-printed specifically for you. Under the Consumer Contracts Regulations 2013, custom or made-to-order goods are not eligible for return or refund unless they are faulty, damaged, or incorrect.
Faulty, Damaged, or Incorrect Items
If your order arrives damaged, defective, or not as described, please contact us within 14 days of delivery.
Please include:
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Your order number
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A brief description of the issue
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Clear photos of the item and packaging
Once verified, we will offer one of the following at no additional cost:
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A replacement item, or
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A full refund to your original payment method
You do not need to return the item unless we specifically request it.
Cancellations
Under UK law, you have a 14-day cooling-off period for most online purchases. However, this right does not apply to goods made to your specifications or clearly personalised (such as 3D printed, made-to-order products).If your order is not yet in production, you may cancel within 24 hours of placing it by emailing info@miniaturemodels3d.co.uk. After production begins, cancellations may not be possible.
Change of Mind Returns
Unfortunately, we cannot accept returns or offer refunds for change of mind on:
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Made-to-order or personalised products
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Items that have been used, modified, or damaged after delivery
Refund Processing
Once a refund is approved, it will be processed within 5–10 business days to your original payment method. You’ll receive an email confirmation when the refund has been issued.
Return Shipping
If a return is required and approved, we’ll provide you with instructions. Return shipping costs will be covered by us if the item is faulty or incorrect. For all other authorised returns, you’ll be responsible for return postage and must use a tracked service.
Contact Us
If you have any questions about this policy, please contact us at info@miniaturemodels3d.co.uk. We aim to respond within 2 business days
Your Statutory Rights
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or other applicable UK laws.