Returns & Cancellations

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.

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.

Minor variations in shade, gloss, or paint application compared to reference photographs of the real aircraft are not ordinarily treated as a fault. This does not apply where a model has an incorrect livery, registration, or significantly different colour scheme. This may be treated as not as described, and does not affect your statutory rights.

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.

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.

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.

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.

Treated the same as Change of Mind above. The item cost is refunded only, and delivery and return postage costs are your responsibility.

Sale items, clearance items, and special/pre-ordered items are non-refundable. Exceptions apply only if the item is faulty, damaged, or incorrect.

• 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.

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

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.

If you receive a faulty or damaged item, please notify us within 30 days of receipt with photos.

Because international return shipping costs are often disproportionate to the item value, our standard resolution may be a partial refund or 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 in writing.

Where a return is agreed, please post the item back to us and retain proof of postage. We will reimburse this cost once the item is received and the fault confirmed.

Where a replacement is agreed instead, this is sent as a new shipment and may be subject to import charges, which remain your responsibility.

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 applicable.

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.

Minor variations in shade, gloss, or paint application compared to reference photographs of the real aircraft are not ordinarily treated as a fault. This does not apply where a model has an incorrect livery, registration, or significantly different colour scheme.

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.

If you receive an item different from what you ordered, please notify us as soon as possible with photos.

We will review the most appropriate resolution, which may include a replacement, refund, or return. Where we require an incorrectly supplied item to be returned, return arrangements will be confirmed with you before the item is sent back.

Where a change-of-mind return is accepted, the item must be unused, undamaged, and returned in its original packaging.

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 where applicable.

This is treated in the same way as a change-of-mind return. The item cost is refunded only, and you are responsible for the original outbound postage and return postage.

Sale items, clearance items, and special/pre-ordered items are non-refundable. Exceptions apply only if the item is faulty, damaged, or incorrect.

• 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.

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

All returns require proof of purchase. Faulty, damaged, or incorrect-item claims require photo evidence submitted with the return request before a return, replacement, credit, or refund is approved. We may decline a claim or request further evidence or inspection where the evidence provided does not support it.

Customs duties and import taxes are your responsibility and are non-refundable under any circumstances, including returns, faulty items, replacement shipments, 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.

Refunds are issued in the original payment currency; exchange rate differences are outside our control.

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

Under the Consumer Rights Act 2015, customers are entitled to a remedy if an item is faulty or not as described at the time of purchase.

If you believe a fault was present at the time of purchase, please contact us as soon as reasonably possible and return the item to the store for inspection.

Inspection: Because the item was purchased and taken away in person, we reserve the right to inspect the item and review the circumstances to determine whether a genuine fault was present at the time of sale.

If confirmed faulty: we will offer an appropriate remedy in accordance with your statutory rights.

If a fault is not confirmed: a refund or return will not ordinarily be provided.

Sale items, clearance items, and special/pre-ordered items are non-refundable. Exceptions apply where the item is genuinely faulty or not as described and your statutory rights apply.

• Approved refunds will normally 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.

We cannot accept returns for:

• Items damaged after purchase through misuse, accidental damage, mishandling, or normal wear and tear
• Items altered or repaired by the customer or third parties
• Items returned without proof of purchase

This does not affect your statutory rights where an item is genuinely faulty or not as described.