Returns & Cancellations
How to Return an Item
All returns must have an authorised return request submitted via your order details page — no return, refund, or replacement will be processed without one. You are welcome to email us first with your order number, a description of the issue, and photos (required for faulty, damaged, or incorrect items) so we can review your case — but a return request must still be submitted through your order page before anything can proceed. Items should not be sent back without an authorised return request.
🇬🇧 UK Orders
1. Faulty or Broken Items
If you receive a faulty or damaged item, please notify us within 30 days of receipt, with photos, in line with your rights under the Consumer Rights Act 2015.
Once your request is authorised, we will send a prepaid return label. After we receive and inspect the item, we will offer a repair, replacement, or full refund.
Return postage for confirmed faulty items is covered by Aviation Retail Direct.
2. Minor Adjustments on Arrival
Some items include small, delicate parts (such as antennas, aerials, or fine accessories) that may shift slightly in transit. Where such a part is intact and can be corrected by hand without tools, repair, or replacement, this will not ordinarily be treated as a fault. This does not apply where a part is broken, missing, or damaged, or where the issue affects the model's construction or intended use, and does not affect your statutory rights where an item is genuinely faulty, materially damaged, or not as described.
3. Minor Cosmetic Imperfections (Handmade Models)
Certain products, including handmade or individually produced models, may have minor cosmetic imperfections or variations — such as small surface marks, paint or finish variations, or fine details being slightly misaligned. These are expected characteristics of handmade production and are not ordinarily considered a fault, in accordance with clause 4.4 of our Terms & Conditions. This does not affect your statutory rights where an item is genuinely faulty, materially damaged, or not as described.
4. Item Damaged After Delivery
Damage that occurs after you have received the item — including accidental damage, mishandling, or misuse — is not covered and is not eligible for a refund or return. We may inspect the item and review the evidence provided to determine whether damage existed on arrival or occurred afterward.
5. Incorrect Items
If you receive an item different from what you ordered, please notify us as soon as possible with photos. We will arrange the return of the incorrect item and send the correct one, or issue a full refund if preferred. Return postage costs will be covered by Aviation Retail Direct.
6. Change of Mind / Unwanted Items
You may cancel your order within 14 days of receiving your goods by contacting us within this period. The item must be unused, undamaged, and returned in its original packaging.
We will refund the item cost only. Original delivery and return postage costs are your responsibility and will be deducted from the refund or charged separately.
7. Ordered the Wrong Item or Scale
Treated the same as Change of Mind above — the item cost is refunded only, and delivery and return postage costs are your responsibility.
8. Sale Items & Special Orders
Sale items, clearance items, and special/pre-ordered items are non-refundable. Exceptions apply only if the item is faulty, damaged, or incorrect.
9. Refund Method & Timing
- Refunds will be issued to the original payment method.
- Once approved, refunds will be processed within 14 days.
- Banks and card providers may take additional time to display funds.
10. Exclusions
We cannot accept returns for:
- Items damaged through misuse, accidental damage, or normal wear and tear
- Items altered or repaired by the customer or third parties
- Items returned without proof of purchase
11. Evidence
All returns require proof of purchase. Faulty, damaged, or incorrect-item claims require photo evidence submitted with the return request before a label or refund is issued. We may decline a claim or request the item for inspection where evidence does not support it.
🌍 International Orders
The same reporting windows and principles above apply to international orders, with the following differences:
1. Faulty, Damaged, or Incorrect Items
Because international return shipping costs are often disproportionate to the item value, our standard resolution is a partial refund or a store credit/discount code, without requiring the item to be returned. A full return remains available on request, but return postage is your responsibility unless the fault is confirmed by us in advance.
2. Change of Mind, Wrong Scale, or Not as Expected
The item cost is refunded only. You are responsible for both the original outbound postage and the return postage, both of which will be deducted from your refund.
3. Customs, Duties & Taxes
- Customs duties and import taxes are your responsibility and are non-refundable under any circumstances, including returns, faulty items, or cancelled orders, as these are collected by customs authorities, not Aviation Retail Direct.
- EU orders (IOSS): VAT collected at checkout via IOSS cannot be refunded by us once remitted.
- US orders: Import tariffs and courier broker/handling fees are your responsibility and non-refundable.
4. Currency
Refunds are issued in the original payment currency; exchange rate differences are outside our control.
In-Store Purchases
This policy applies only to items purchased in-store. Different terms apply to online or distance purchases. Proof of purchase is required for all returns (receipt, order confirmation, or bank statement).
1. Change of Mind / Unwanted Items
Items purchased in-store do not have an automatic right to return due to a change of mind. Any acceptance of a change-of-mind return is at our discretion.
If accepted:
- Items must be unused, undamaged, and in resaleable condition
- Original packaging must be included where possible
- Refunds or exchanges may be issued at our discretion
- Return costs are the customer's responsibility
2. Minor Adjustments on Arrival
Some items include small, delicate parts (such as antennas, aerials, or fine accessories) that may shift slightly in handling. Where such a part is intact and can be corrected by hand without tools, repair, or replacement, this will not ordinarily be treated as a fault. This does not apply where a part is broken, missing, or damaged, and does not affect your statutory rights where an item is genuinely faulty, materially damaged, or not as described.
3. Minor Cosmetic Imperfections (Handmade Models)
As set out in clause 4.4 of our Terms & Conditions, minor cosmetic imperfections or variations in handmade models — including small parts or details slightly misaligned or requiring minor adjustment — are not ordinarily considered a fault. This does not affect your statutory rights where an item is genuinely faulty, materially damaged, or not as described.
4. Faulty or Damaged Items
Under the Consumer Rights Act 2015, customers are entitled to a remedy if an item is faulty, damaged, or not as described at the time of purchase.
Faults or damage should be reported as soon as reasonably possible, and the item must be returned to the store for inspection.
Inspection: Because the item was purchased and taken away in person, we reserve the right to inspect the item to confirm that the fault or damage existed at the time of sale.
- If confirmed faulty or damaged: we will offer a repair or replacement where possible; if not possible, a full refund will be issued. Reasonable return costs will be covered or refunded.
- If not confirmed: no refund or return costs will be provided.
5. Incorrect Items
If an incorrect item was supplied by us, please notify us as soon as possible. We will arrange a replacement or full refund, and return costs will be covered by us.
6. Sale Items & Special Orders
Sale items, clearance items, and special/pre-ordered items are non-refundable. Exceptions apply only if the item is faulty, damaged, or incorrect.
7. Refund Method & Timing
- Refunds will be issued to the original payment method.
- Once approved, refunds will be processed within 14 days.
- Banks and card providers may take additional time to display funds.
8. Exclusions
We cannot accept returns for:
- Items damaged through misuse, accidental damage, or normal wear and tear
- Items altered or repaired by the customer or third parties
- Items returned without proof of purchase
