Returns Policy Model Realm
UK
Goods sold in the UK - Your rights to return goods are protected under the Distance Selling Directive
Customers have the right to cancel goods within 14 working days without giving a reason. In the case of goods, the 14 days commence from when the customer receives the goods. Items must be returned unused, unopened (with any seals and shrink-wrap intact) and in re-saleable condition.
PLEASE NOTE: All returns must be authorised by us, and must be returned in suitable packaging, bearing our returns number on the outside. Returns not complying with these terms may be refused.
Items such as plans which are printed to order are non returnable, As these are specifically printed on request we cannot accept returns on them.
To request a return please email us, our email address can be found on your invoice. Please allow 48 hours for us to respond to your request.
EU COUNTRIES & REST OF THE WORLD
Please contact us within 14 days of receipt of goods to request a returns authorisation number stating reason(s) for return, if authorised all items must then be returned back to us within 30 days of the original delivery, unused, unopened (with any seals and shrink-wrap intact) and in re-saleable condition.
Do not attempt to return any goods from outside of the UK without contacting us first, as there are specific requirements that need to be filled in for customs purposes, any unauthorised returns will be refused. In this event the package is likely to be returned to you and you will be liable for any charges.
If you refuse to pay customs fees, import taxes, brokerage fees, or duties that may be imposed by your country's customs authorities, and as a result, the order is returned to us, please be aware that you will only be refunded for the cost of the goods and not the shipping cost. This policy is in place because shipping costs are non-recoverable expenses incurred by Model Realm during the initial shipping process.
When you place an order with Model Realm, the shipping charges cover the cost of transporting the goods from our location to your specified delivery address. However, if the package is refused at the time of delivery due to unpaid customs fees or related charges, the shipping company will return the package to us, and we will bear the cost of the return shipping.
Since the shipping cost was already incurred to attempt delivery, we can only refund the purchase price of the items themselves, excluding the original shipping charges. We kindly ask our customers to carefully review their country's customs regulations and be prepared to pay any applicable fees to ensure a successful delivery of their order.
If you have any further questions or concerns regarding our refund and customs policy, please feel free to reach out to our customer support team for assistance.
WHAT IS REFUNDED WHEN I RETURN AN ITEM?
For UK order:
When you return an entire order, you will be refunded the price of the item paid at the time of purchase.
When you return less than the entire order, you will be refunded just the price of the items returned.
If your order qualified for free shipping, we will also deduct the shipping cost from the goods returned.
If you are returning goods as not suitable, we have a restocking fee of 10%, on products not returned within 14 days of delivery.
We will return your money within 28 days of receipt of the goods returned.
For orders outside of the UK:
Depending on the circumstances and provided you have authorization to return the order, we will only refund the cost of the goods.
If you have any further questions or concerns regarding our refund and customs policy, please feel free to reach out to our customer support team for assistance.
