Returns
Returns must be UNUSED in the ORIGINAL BOX and in a resalable condition. Our full returns policy outlined is below.
What if I need to send something back for exchange or refund?
It's not a problem, if you are not completely satisfied with your purchase it can be exchanged or the cost of the item(s) refunded. (Please note refunds are made back to the original card the transaction was made with). We will replace faulty goods with an identical replacement item or refund your money if the item is no longer available.
All purchases are covered by a 14 day exchange or refund guarantee.
If you would like to exchange/return an item, please follow the process below.
Please contact us by telephone on 01634 718190 or complete our contact form to let us know if you would like an exchange or refund. In all return correspondence please quote your - Order ID/Order number, the items you wish to return and reason (exchange or refund). However if you receive an incorrect item, a faulty item or experience any issue with your order whatsoever please feel free to contact us by e-mail or telephone and we will be more than happy to help. Our telephone number is 01634 718190.
Faulty items must be reported to us within 48 hours of receipt and returned to us in their original, undamaged box within 14 days of receipt. They must not show any signs of 'wear and tear', damage or usage. All returned items must be securely packaged and a certificate of posting must be obtained from the Post Office. Replacement items or refunds will not be issued until the original item has been received by us.
Any items returned because of a "change of mind" will need to be returned at your own expense (within 7 days of receipt) and we will only refund the cost of the item. Please note that the item(s) must be returned in 'mint condition' (including packaging). Customers returning an item(s) that is not in 'mint condition' may not receive a full refund. Please call us on 01634 718190 before returning any goods.
Please note: If you need to return an item to us because it has arrived damaged, please make sure you send it back to us using Parcel Post as this is the only carriage type that we will refund. Should you decide to use a different carriage type (eg. Special Delivery, Courier), you will only be refunded the equivalent Parcel Post carriage cost.
Please send returns to:
Mini Model Shop Returns
Unit 11 Riverside
Sir Thomas Longley Road
Medway City Estate
Rochester
Kent
ME2 4DP
United Kingdom
For return enquiries please complete our contact form.
You can return your order, to the address above, within 14 days of the date you receive your order. Returns older than 14 days will not be accepted, unless agreed by us in advance.
You will be responsible for the item or items until they reach us. For your own protection, we suggest you use a secure delivery method, which requires a signature upon delivery.
Products must be returned in their original condition including packaging. If goods are not returned in the condition in which you received them we reserve the right to refuse such returns or exchanges.
We will refund you any money you have paid us for the product(s) being returned, or provide you with a same cost alternative if required. If you paid for postage, the original postage cost is not refundable under normal circumstances. All you pay for is the return postage of the goods.
If you return an item to us that is faulty we will pay for the cost of the return postage. Please contact us for more information.
Radio Control: The majority of our radio control models come with a 3 month, manufacturers warranty (don't forget to register!) so if you have a technical issue with an item, your first call should be to the manufacturers support line. We will provide you with this number if necessary but it is normally on the warranty card or instruction sheet. PLEASE DO NOT return any RC items to us without prior authorisation as you will not be refunded.
Upon receiving your returned items we will make any appropriate refunds to the card used to make the order. If an exchange was request then it will be packed and despatched by standard delivery. If additional payments are required, you can include a cheque for the additional sum with your return items or you will be contacted by our customer services team to take your payment.
How long does it take to process my refund?
All refunds should take no more than 5 working days from when your item(s) arrives back to us. Please allow for a further 5 days for the refund to show up in your bank account as this may vary.
How long does it take to process my exchange?
All exchanges should take no more than 5 working days from when your item(s) arrives back to us. We will then post the exchange(s) back out to you which will take 3-5 working days to deliver. If you need an exchange quickly, we recommend placing a new order for the product online, so it is shipped instantly, and then requesting a refund for the item being sent back.
What do I do if I’ve received an item which is incorrect or damaged?
If you receive an incorrect or damaged item in your order please contact Customer Services on 01634 718190 or by completing a contact form as soon as possible. Rest assured that this is a rare occurrence and we will rectify the problem quickly and to the best of our ability.