Returns & Refund Policy

At Scale Model Depot, we want you to be fully satisfied with your purchase. If there’s any issue with your order, we’re here to help.

Return Eligibility

You may request a return within 14 days of delivery if:

  • The item is unused and in its original condition
  • The item is in its original packaging
  • You can provide proof of purchase

Please note that returns must be approved before sending the item back.

Non-Returnable Items

The following items are not eligible for return:

  • Custom or personalized products (e.g., items with custom text or modifications)
  • Items that have been used, assembled, or altered
  • Items damaged due to improper handling by the customer

Damaged or Defective Items

If your item arrives damaged or defective:

  • Please contact us within 48 hours of delivery
  • Provide clear photos or videos of the issue

For higher-value items, we may request an unboxing video as supporting evidence.
We will offer a replacement or full refund, depending on the situation.

Order Cancellation

  • Orders can be canceled before they are shipped
  • Once shipped, orders cannot be canceled

Custom orders cannot be canceled once production has started.

Return Shipping & Fees

  • Customers are responsible for return shipping costs unless the item is defective or incorrect
  • For non-quality related returns, a restocking fee may apply to cover handling and processing costs
  • We recommend using a trackable shipping method, as we are not responsible for lost return packages

Refunds

Once your return is received and inspected:

  • Approved refunds will be processed to your original payment method
  • Please allow 3–7 business days for the refund to appear, depending on your payment provider

Shipping fees are non-refundable unless the return is due to our error.

Delivery Issues & Customer Responsibility

To ensure successful delivery, please review the following:

  • Customers are responsible for providing accurate and complete shipping information
  • We are not responsible for delays or losses caused by incorrect or incomplete addresses

If a package is returned due to delivery failure (such as incorrect address, refusal of delivery, or failure to complete customs clearance), the customer may be responsible for:

  • Return shipping costs
  • Reshipping fees (if applicable)

In such cases, refunds may be reduced accordingly.

Customs & Unclaimed Packages

For international shipments:

  • Customers are responsible for cooperating with customs clearance when required

If a package is refused, unclaimed, or returned due to failure to pay required duties/taxes (where applicable):

  • The order may be considered non-deliverable
  • Any refund issued may exclude shipping and handling costs

Exchanges

We currently do not offer direct exchanges.
If you need a different item, please place a new order and request a return for the original item.

Abuse & Fraud Prevention

To protect all customers, we reserve the right to:

  • Refuse returns or refunds in cases of suspected abuse or fraudulent behavior
  • Limit or deny service for repeated unreasonable return requests

Important Notes

  • Due to the nature of scale model products, minor imperfections or packaging wear may occur during transit and are not considered defects
  • Please review product details carefully before placing your order

Contact Us

If you have any questions about returns or refunds, please contact our support team. We’re always happy to assist.