Returns & Refunds

Your Statutory Rights

This policy applies in addition to your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Nothing in this policy limits those rights.

Your Right to Cancel (Change of Mind)

You may cancel your order within 14 days of receiving your goods, for any reason, and receive a refund. You then have a further 14 days, from the day you notify us that you are cancelling, to send the goods back to us.

Inspecting Your Item

You are entitled to inspect and handle your item as you would in a shop, including opening the packaging and examining the model, its certificate and any accessories, without losing your right to cancel. We may reduce your refund if the goods have been handled beyond what is reasonably necessary, for example if they have been used or damaged. You do not lose your cancellation right simply because packaging has been opened.

How to Cancel or Start a Return

1. Email us at loudenland@hotmail.com with your order number and the item(s) you wish to return. You do not need to give a reason.
2. We will reply with a return authorisation and our Edinburgh return address.
3. Send the item back within 14 days of notifying us, securely packaged, using a tracked service. Please keep your proof of postage.
4. Once we receive and check the item, we will process your refund.

Model Cancellation Form

You are welcome to use the form below if you wish to cancel your order. You do not have to use it — an email in your own words telling us you want to cancel is equally valid. Copy the text into an email to loudenland@hotmail.com, or print it and post it to our Edinburgh return address.

Please keep a copy of your cancellation notice, and of your proof of postage, for your records.

Return Postage

• Change of mind: you are responsible for the cost of returning the item. We make this clear before you place your order.
• Faulty, damaged or misdescribed items: we will cover the reasonable cost of returning the item, or arrange collection for you.

Refund Timescales

We will refund you within 14 days of receiving the goods back, or of you providing evidence that you have returned them (such as a tracking reference), whichever is earlier. If your order has not yet been dispatched when you cancel, we will refund you within 14 days of your cancellation.

We aim to process refunds within 5 working days of receiving your return, well within the 14-day limit. Refunds are issued to your original payment method; depending on your bank, a refund may take 3 to 5 working days to appear on your statement.

For change-of-mind cancellations, your refund will include the standard outbound delivery charge. If you chose a more expensive delivery option, we will refund the standard delivery rate. We may withhold a refund until we have received the goods back or you have provided evidence of return.

Faulty, Damaged or Misdescribed Items

Your rights under the Consumer Rights Act 2015 apply and are not limited by this policy. In summary:

• Within 30 days of delivery, you may reject the item and receive a full refund, including the standard delivery cost.
• After 30 days, you are entitled to a repair or replacement. If a repair or replacement is not possible or is unsuccessful, you may be entitled to a price reduction or a refund.
• These rights apply for up to six years in England and Wales, or five years in Scotland.

Please tell us about any damage or fault as soon as you notice it, and photograph the item and its packaging before disposing of it. This helps us resolve things quickly, but no deadline in this policy restricts your statutory rights.