Refund Policy

1. Start with your order details

Contact us through the form on this site with your order number, the email address used at checkout and a description of your request. For damaged, incomplete or incorrect items, include details of the problem; we may ask for photographs of the kit and packaging.

Contacting us before sending an item back helps us provide the correct return address and instructions. Do not use the address on a parcel as a return address unless we have confirmed it. This process does not restrict your statutory rights.

2. Cancellations and order changes

If you need to cancel an order or change a selection or delivery address, contact us as soon as possible. We will check whether the order has entered preparation, production or dispatch and explain what can still be changed.

A cancellation or change cannot be guaranteed once work has started or a parcel has been dispatched. Any statutory cancellation rights that apply to your purchase remain unaffected.

3. Returns of standard kits and accessories

If you wish to return a non-personalised kit or accessory, contact us to discuss the applicable return or withdrawal rights and the next steps. Tell us whether the item is unused, opened or partially painted so we can assess the request accurately.

Keep the item, its included components and packaging where possible. For a change-of-mind return, condition and completeness may affect eligibility or the amount refundable to the extent permitted by law. Opening packaging does not automatically remove rights relating to a faulty product.

4. Personalised Custom Kits

A Custom Kit made from your photograph is personalised. Where applicable law excludes made-to-order or clearly personalised goods from a change-of-mind withdrawal right, that exclusion may apply. Contact us promptly if you want to cancel before production begins.

Personalisation does not remove your rights if the kit is damaged, faulty, incorrectly supplied or not as described. We will review a reported issue and provide the remedy required by applicable consumer law.

5. Damaged, faulty or incorrect items

Check your kit when it arrives and report any missing components, damage or incorrect selections as soon as reasonably possible. Photographs and packaging can help us investigate, but we will not use a request for evidence to deny rights that apply by law.

Depending on the issue and the applicable law, the remedy may include supplying missing parts, a replacement, repair, price reduction or refund. Contact us before disposing of an affected item or returning it so we can explain the next steps.

6. Return delivery and costs

We will explain the return address, shipping arrangements and any applicable costs before you send an item back. Responsibility for return costs depends on the reason for the return and applicable law; we do not impose unconfirmed restocking fees through this policy.

Package authorised returns securely and keep proof of postage. A tracked method can help resolve delivery questions. If a return is required because we supplied a faulty or incorrect item, the applicable consumer protections regarding return costs remain in place.

7. Refund processing

We will explain the outcome of your request and any next steps. If an item must be returned, we may need to receive it or see evidence of dispatch before completing the refund, where allowed by law.

Approved refunds are issued to the original payment method where possible, within the time required by applicable law. Your bank or payment provider may take additional time to display the funds. If a confirmed refund has not appeared, check with your payment provider and contact us with your order details.

8. Consumer rights

This policy does not limit mandatory rights to withdraw from an eligible purchase or to receive a remedy for faulty, damaged or misdescribed goods. Where local consumer law provides stronger protections, those protections apply. For any uncertainty about your order, please contact us.