Returns and missing pieces
A missing piece should not end the build. Contact us with the order reference, kit name and piece number from the guide if available. Add a clear photo when the part arrived damaged or does not fit as expected.
Changed your mind? Contact us within seven days after receiving an eligible online purchase. We’ll confirm whether the return qualifies, the correct return method and any direct return cost permitted by law. Do not send anything before receiving return instructions.
If goods are defective, unsafe or not as described, your rights under the Consumer Protection Act are not limited by this policy. Contact us promptly so we can assess the product and arrange the appropriate remedy.
Approved refunds are made to the original payment method after the return is received and checked, unless the law requires another outcome.
How to request help
Step 1: Identify the order and kit
Share the order reference, kit name and the email used at checkout.
Step 2: Describe the problem
Include the piece number, what happened and a clear photo when useful.
Step 3: Wait for the next step
We’ll confirm whether a replacement, troubleshooting step, return or another solution is appropriate.
Step 4: Use the agreed return method
Do not send a kit back before the return address and handover method have been confirmed.
Returns questions
What if a part breaks while I am building?
Tell us what happened and include the piece number and a photo. We’ll confirm the most suitable way to help complete the build.
Can I return an opened kit?
Contact us with the reason and condition of the kit. Opened kits are assessed individually because assembled, used or missing components affect whether the kit can be accepted.
How is a refund paid?
Approved refunds are returned through the original payment method after the return is received and checked. Processing time depends on the payment provider.
Where should I send a return?
Contact us first. We’ll provide the correct return or handover details for your order; do not rely on an address printed elsewhere.
Need help with a build or order?
Send the order reference and enough detail for us to identify the kit and the problem.