Refund policy

Returns and Refunds

Damages and issues
Please inspect your order upon reception and contact us at help@scalemodelscenery.co.uk or call us on 01872 248878 immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions/non-returnable items
Certain types of items cannot be returned, such as custom products (special orders or personalised items). Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Changed your mind
In the unlikely event that you are unhappy with your purchase, or have changed your mind, you are welcome to return any unused products for a refund up to 30 days from receipt. Any items returned for a refund must be in a saleable condition, so please use the original box or packaging where possible.

Please return your unwanted items with the original invoice:

1. Simply tick the relevant box in the "Returns" column next to the item(s) you're returning
2. Pop the invoice and item(s) into the box or envelope ready to post.
3. Please post all returns to:
   Returns Department
   Scale Model Scenery Limited
   Unit 26 Tresillian Business Park
   Probus
   Truro Cornwall
   TR2 4HF

Unfortunately, we cannot cover the cost of returns (sorry), and the customers are required to pay for return postage back to our HQ. We highly recommend using a tracked service such as Royal Mail Signed For. This is a fully insured service, so covers if anything goes missing in transit. Standard First and Second Class services from Royal Mail are not tracked or insured. Should anything go missing in transit, we will not be able to issue a refund.

Once an return has been received, please allow 5 to 7 working days for your return to be processed. Each return has to be checked over by us and a refund it then issued via your original payment method. If longer than 8 days have passed with no refund, please contact us at help@scalemodelscenery.co.uk or call us on 01872 248878.

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Any burning questions?

Please reach out to us at help@scalemodelscenery.co.uk or by telephone: 01872 248878 where we will be happy to help. Thanks!